LifeStance Health is seeking an on-site Help Desk Specialist in Phoenix to deliver frontline IT support for clinical applications, hardware, and software used by clinicians, patients, and administrative teams. As the primary point of contact for troubleshooting and timely resolution of IT requests, you will help keep daily operations running smoothly and contribute to ongoing IT improvements with room to grow within the function.
Location
Phoenix, AZ (onsite)
Compensation
USD 25 - 28 per hour, plus a competitive bonus plan
Experience
Minimum 1 year of experience providing customer support or delivering training on software applications within clinical settings
Summary
The IT Support, Help Desk role provides frontline technical support for clinical applications, as well as hardware and software used by clinicians, patients, and administrative team members. The role serves as the primary point of contact for troubleshooting and timely resolution of support requests, with an emphasis on customer-focused, detail-oriented, and proactive service. A solid understanding of application setup and configuration supports ongoing growth within the IT function.
Responsibilities
- Serve as the primary point of contact for IT and application support, offering guidance on standard workflows, policies, and procedures.
- Provide timely and effective user support via phone and a ticketing system.
- Manage incoming support requests through calls, email tickets, and screen sharing to assist end users with system functionality and configuration.
- Identify operational inefficiencies and provide feedback with root-cause analysis related to software, hardware, network configurations, and support workflows.
- Document issues and service requests accurately in the ticketing system to support transparency and continuous improvement.
- Prioritize and manage multiple tasks while meeting established Service Desk KPIs.
- Deliver a high level of customer service with clear, empathetic, and solution-oriented support.
Requirements
- 1 to 2 years of experience in customer support or software training within clinical settings (required).
- Demonstrated experience with electronic health record (EHR) systems required; familiarity with AdvancedMD or Athenahealth is highly desirable.
- Strong organizational and time-management skills, with the ability to meet tight deadlines and prioritize competing tasks.
- Excellent communication and customer service abilities, with the capacity to convey information clearly and professionally.
- Ability to collaborate effectively with all levels of management, team members, and clinicians in a patient and professional manner.
- Proficiency in Microsoft Office Suite, SharePoint, and Microsoft Teams.
- Commitment to inclusivity, sensitivity, humility, and experience working with diverse backgrounds and cultures.
Technologies
- AdvancedMD
- Athenahealth
- Microsoft Office Suite
- SharePoint
- Microsoft Teams
Benefits
- Medical
- Dental
- Vision
- AD&D
- Short and long-term disability
- Life insurance
- 401k retirement savings with employer match
- Paid parental leave
- Paid time off
- Holiday pay
- Employee Assistance Program
Role Overview
The IT Support, Help Desk role provides frontline technical support for clinical applications, as well as hardware and software used by clinicians, patients, and administrative team members. This position serves as the primary point of contact for troubleshooting issues, responding to inquiries, and ensuring timely resolution of support requests. The ideal candidate is customer-focused, detail-oriented, and proactive, with strong knowledge of application setup and configuration. The role partners cross-functionally to support system functionality, contribute to ongoing process improvements, and champion change management initiatives. Success in this position offers the opportunity for expanded responsibilities and professional growth within the IT support function. Consistent with LifeStance’s values, every member of the LifeStance team is expected to support each other and the mission, which may mean participating in projects and initiatives and performing functions and responsibilities not specifically outlined in this job description.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This role is primarily performed in a remote setting, requiring reliable internet access and a quiet, distraction-free, dedicated HIPAA compliant workspace. Work involves extended periods of sitting, frequent use of a computer and audio/video calls and meetings. While performing the duties of this job, the employee is regularly required to sit, stand, bend, talk and hear. The employee is frequently required to walk. The employee must be able to lift and/or move objects up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
