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Help Desk Support Specialist

Middletown, CT · Information Technology
We are looking for an outgoing and driven Help Desk Support Specialist to provide expert IT and application guidance to all employees in our telehealth addiction treatment and wellness programs.  The ideal candidate will have experience supporting clinicians and staff within a busy healthcare environment.  This position is a hybrid with both WFH and in-office.

What You’ll Do:
The Help Desk Support Specialist will support clinical and administrative teams (operations, business development, compliance, marketing, finance, etc.) in day-to-day use of equipment and software.  A customer-service mindset is critical for this role, as is experience working with clinical professionals and using EHRs/EMRs.  The Help Desk Support Specialist is key to ensuring all clinicians can provide services in a timely and efficient manner and that all staff work effectively with limited technological delays.

Specific hands-on and mission-critical initiatives may include:
  • Track all reported questions and concerns via our Support Ticketing System (Freshdesk).
  • Provide support via phone, video, and email/chat on the applications used by the administrative and clinical teams.
  • Provide support via phone, video, and email/chat to patients on their use of the PursueCare App.
  • Create simplified training materials to add as resources to our Support Ticketing System.
  • Set up laptop, email accounts, and all other required equipment and system needed for all new hires.
  • Provision and ship equipment to clinicians and partners.
  • Assist and provide support via phone, video, and email/chat on the hardware used by the administrative and clinical teams.
  • Work with other departments/teams to provide tech solutions on a variety of projects.
  • Work with vendors to address larger system issues (down-time, system bugs, etc.).
  • Daily communication to management outlining new issues/concerns and detailing progress/recommendations on existing projects and process improvement initiatives.
  • Perform other duties as assigned by supervisor.
We’re Looking For:
  • 1-3 years of relevant work experience in a healthcare environment, with EHR/EMR software, and/or direct experience working with clinical providers.
  • Ability to troubleshoot and resolve technical problems for users remotely.
  • Possess strong customer service skills.
  • Hardware, software, and networking experience.
  • Hardware experience must include: Intel based desktops, laptops, printers and mobile devices.
  • Software experience must include:  Windows 10+, macOS and Microsoft Office 365 and Microsoft Office Suite, and EMR/EHR support.
  • Networking experience must include: Understanding of Active Directory, Azure, Cloud Computing and Meraki Firewalls.
  • Experience identifying security related issues such as system hacks, computer viruses and worms, and spyware.
  • Maintain a strong attention to detail in high-pressure situations.
  • Certifications:  A+, Network +, Security +, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE)
  • Excellent and thoughtful verbal and written communication skills
  • Function as a subject matter expert in all required technical areas.
  • Drive to take ownership in order to meet professional obligations
  • Desire to contribute wherever support is necessary
  • Desire to learn and grow with our company - to put in the time, focus and effort necessary to advance to the next level of their career
  • Work style, pace and drive to make things happen, with a bias for initiating and driving positive results
  • Belief that healthcare reform begins with innovation aimed at making people's lives better
Physical Requirements/Work Environment:
  • The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
  • Work is performed primarily in a traditional on site clinical setting, office, pharmacy, or clinic, where the employee is regularly required to sit, stand, and demonstrate manual dexterity.

Where You’ll Work:

PursueCare brings virtual evidence-based addiction treatment for opioids, alcohol, and other substance use disorders to patients through a smart phone application. PursueCare offers a low-barrier transitional digital addiction treatment program particularly beneficial for those experiencing significant barriers to in-person care. Through the app, patients can access doctors who prescribe Medically-assisted Treatment (“MAT”), counselors and therapists, psychiatric care providers, at-home screening, supporting resources and a pharmacy that can ship medications directly to the patient. We partner with health systems, community health partners, employers, and health plans. Patients can also seek treatment without a referral. We are Joint Commission-accredited and maintain the highest standards for clinical excellence, while continually innovating how care is provided to vulnerable populations. PursueCare is available in Kentucky, New Jersey, Ohio, Pennsylvania, West Virginia, and all of New England, with national expansion plans. For more information, visit www.pursuecare.com.

We offer qualifying employees flexible paid time off to allow our team members to properly recharge, competitive pay, bonus opportunities, comprehensive health benefits and a 401K with company contributions. PursueCare is headquartered in Middletown, CT with satellite locations in different regions. We offer work-from-home/remote opportunities for certain positions, based upon being able to meet the core competencies and requirements for the position from a home office. We pledge to be an Equal Opportunity Employer and pay living wages.

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