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Information Technology (IT) Help Desk Specialist

TURNWELL MENTAL HEALTH NETWORK INC Dallas, TX

Dallas, TX

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Full time Active Directory Application Support Cloud Platforms

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Job Description

Support clinical and administrative teams across multiple locations as an escalation-focused IT Help Desk Specialist with HIPAA-compliant support practices.

Responsibilities

Act as the escalation point for complex tickets, resolving hardware, software, and connectivity issues that frontline support cannot address.
Deliver remote and on-site technical assistance to clinical staff, care coordinators, billing teams, and administrators across all office locations.
Diagnose and fix problems on Windows 10/11 and macOS endpoints, including printers, peripherals, mobile devices, and Microsoft 365 applications.
Support telehealth video conferencing equipment and platforms used for patient sessions, including Zoom for Healthcare and Doxy.me or similar tools.
Escalate unresolved issues to Systems Administration with thorough documentation and reproduction steps.
Manage and prioritize the help desk ticket queue using the organization’s ITSM tooling (Fresh service, Jira Service Management, or similar).
Meet or exceed defined SLA targets for response and resolution times, and provide proactive updates to end users on ticket status.
Spot recurring problems, document root-cause findings, and recommend permanent fixes or workarounds to reduce ticket volume.
Maintain the internal knowledge base with step-by-step resolution guides and FAQs for common issues.
Produce weekly help desk metrics reports (ticket volume, first-contact resolution rate, SLA adherence) for IT leadership.
Perform all support activities in line with HIPAA Security Rule requirements, ensuring PHI is never exposed or transmitted insecurely during troubleshooting.
Enforce endpoint security policies, including full-disk encryption, screen lock, antivirus/EDR health, and patch compliance on supported devices.
Process access requests and account changes in Active Directory and Azure AD, including appropriate approval documentation and timely access revocation for offboarding.
Identify and escalate potential security incidents (phishing attempts, unauthorized access, lost or stolen devices) according to the incident response policy.
Complete required HIPAA training annually and support end-user security awareness content.
Support the organization’s EHR system: resolve login issues, performance problems, and workflow configuration questions.
Assist clinicians with telehealth connectivity, camera/microphone configuration, and session quality issues, prioritizing rapid resolution to protect appointments.
Coordinate with EHR and clinical application vendors to open and track support cases as the internal liaison between end users and the vendor.
Support SSO and MFA enrollment for clinical staff accessing EHR and other regulated applications.
Participate in user acceptance testing (UAT) for EHR updates, patches, and new clinical tools before production release.
Provide consistent support across clinic locations and from home using remote access tools (for example, SplashtopAction1 or built-in OS remote assistance).
Troubleshoot VPN connectivity, remote desktop sessions, and cloud-application access for remote and hybrid workers.
Ship, configure, and support loaner devices for remote employees, maintaining accurate device inventory and asset assignment tracking.
Coordinate with site leads to schedule on-site visits for hardware issues that cannot be resolved remotely.

Requirements

1–3 years of experience in help desk, desktop support, or IT support; preferably in healthcare, behavioral health, or another regulated environment.
Strong troubleshooting across Windows 10/11, macOS, and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
Working knowledge of Active Directory and Azure AD user administration, including group policies and MFA/Conditional Access.
Experience with an ITSM ticketing platform and the ability to manage a high-volume queue while meeting SLAs.
Basic networking knowledge, including TCP/IP, DNS, DHCP, and VPN troubleshooting.
Familiarity with HIPAA requirements as they apply to day-to-day IT support.
Excellent written and verbal communication skills, with patience supporting non-technical clinical users under pressure.

Technologies

Windows 10/11
macOS
Microsoft 365: Outlook, Teams, SharePoint, OneDrive
Zoom for Healthcare
Doxy.me
Fresh service
Jira Service Management
HIPAA
Active Directory
Azure AD
MFA, Conditional Access
EHR
SSO
SplashtopAction1
VPN, remote desktop
TCP/IP, DNS, DHCP
antivirus/EDR
full-disk encryption, screen lock

Benefits

Comprehensive medical, dental, and vision coverage effective the first of the month following hire.
401(k) with employer match and paid time off starting at 15 days/year, plus 10 paid holidays.
Paid continuing education and reimbursement for industry certifications.
Flexible hybrid schedule: primarily in-office with remote flexibility based on workload.
Collaborative, mission-driven team with work that directly impacts patient care and clinician well-being.

Preferred

Experience supporting an EHR platform in behavioral health, outpatient mental health, or substance use disorder settings.
Hands-on experience with telehealth platforms and clinical video conferencing equipment.
CompTIA A+, Network+, or Security+ certification.
Microsoft certifications such as MD-102 Endpoint Administrator or equivalent.
Experience with mobile device management (MDM) platforms including Microsoft Intune or Jamf.
Bilingual (English/Spanish) is a plus.

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