IT Support & Help Desk Specialist

Odyssey House Louisiana•New Orleans, LA

2d•Onsite

About The Position

Odyssey House Louisiana, Inc. is seeking a full-time, exempt IT Support & Help Desk Specialist to provide on-site, first-line technical support for the agency’s workforce across all nine program locations. The role shares Tier 1 responsibilities with the agency’s managed services provider and manages the internal help desk queue, resolving hardware, software, account, network, and mobile device issues so staff can focus on client care. The Specialist supports end-user devices, agency mobile phones and mobile device management, Microsoft 365 applications and multi-factor authentication, help desk ticketing, and Tier 1 support for the Electronic Health Record. The position also serves as an on-site liaison to the managed services provider and coordinates with technology vendors. The schedule is Monday through Friday, 8 a.m. to 5 p.m., with flexibility for evening, night, holiday, and weekend work in emergency situations and participation in a rotating after-hours on-call schedule for critical issues.

Requirements

High school diploma or GED.
At least 3 years of help desk, desktop support, or IT support experience.
At least 3 years of experience in healthcare, behavioral health, or a nonprofit setting.
Hands-on experience with Windows 10/11, macOS, Microsoft 365 administration, and Active Directory or Entra ID.
Experience with a help desk ticketing system and documenting resolutions.
Experience supporting mobile devices and printers.
Ability to work independently, manage a ticket queue, and prioritize without close supervision.
Initiative, follow-through in resolving issues, and a focus on root causes rather than quick fixes.
Strong customer service and communication skills, including the ability to explain technical issues in plain language.
Valid Louisiana driver’s license and reliable transportation.

Nice To Haves

Associate’s degree or relevant IT certification is strongly preferred.
Bachelor’s degree in Computer Information Technology, Statistics, or a related field.
CompTIA A+, Network+, or Security+ certification, or Microsoft 365 certification.
Familiarity with HIPAA and 42 CFR Part 2 privacy requirements.
Experience with mobile device management platforms.
Exposure to Electronic Health Record systems.
Experience working alongside a managed services provider.
Five years of healthcare or public health experience.
Demonstrated experience in Microsoft Power BI dashboard or report development.
Familiarity with clinical informatics and population health reporting.

Responsibilities

Follow HIPAA, 42 CFR Part 2, and related security measures at all times.
Manage the internal help desk queue by triaging, prioritizing, resolving, and documenting tickets within established response times, and routing issues to the managed services provider when appropriate.
Troubleshoot and resolve hardware, software, printer, network, and connectivity issues in person and remotely.
Manage user accounts across Microsoft 365, multi-factor authentication, shared mailboxes, distribution lists, and building access badges.
Complete new-hire onboarding and employee offboarding, including account setup, device issuance, access removal, and equipment recovery.
Deploy, configure, and track agency laptops, desktops, tablets, and mobile phones, and maintain accurate asset records and sign-out documentation.
Administer agency mobile devices through mobile device management, including enrollment, policy compliance, and response to lost or stolen devices.
Provide Tier 1 Electronic Health Record user support, including login issues, password resets, and basic navigation, and escalate complex issues to the EHR team.
Assist the EHR & Data Systems Manager as the agency’s on-site liaison to the managed services provider.
Escalate issues and coordinate with the managed services provider and technology vendors, including internet, phone, printer, and carrier providers, to ensure timely resolution.
Identify recurring issues, recommend permanent fixes, and proactively address problems before they generate tickets.
Build and maintain help desk documentation, knowledge base articles, and staff how-to guides.
Support agency security practices, including responding to reported phishing, reinforcing the AI Acceptable Use Policy, and immediately reporting suspected security incidents.
Set up and support conference room technology, video conferencing, and hybrid meetings.
Assist with new staff orientation and provide technology training remotely and in person.
Support assigned IT projects, such as workstation refreshes, site setups, and system rollouts.
Participate in a rotating after-hours on-call schedule for critical issues.
Perform other duties as assigned.