• Helpdesk Support Specialist

    Location US-AZ-Phoenix
    Job ID
    # Positions
    Information Technology
  • Overview

    Person will primarily be responsible for providing support on behavioral health IT system issues.   This will include troubleshooting computer problems.  Problems may include:  SQL Server, Nextgen, MS office products, printing, telephone, and network issues.  Answering questions via telephone, email or helpdesk software.  Resolve issues regarding hardware performance, software installation, printing, email, and network related issues.


    This person may also assist with staff training.  Various special project support and development opportunities within supported systems may also be available.



    • Perform Tier 1 and/or Tier 2 support for IT Service Requests.
    • Open and track incidents related to the production system, site IT equipment (i.e. copiers and telephones) and the facility through the SysAid application
    • Use client relationship skills to effectively communicate status of incidents and management expectations on information needed for incident and time to close the incident
    • Perform QA of incident tickets and follow-up with System Admin to properly fill out incident tickets
    • Provide analysis of existing processes and provide feedback to be used in determining requirements for future business process and IT systems development.
    • Adapt rapidly to a dynamic work environment supporting many internal and external clients.



    • Excellent written and oral skills to document incident tickets and communicate status
    • Excellent problem solving skills; ability to multi-task within tight deadlines; excellent organizational skills; self-directed and results/goal oriented
    • Prior experience working in a Help Desk environment or in a Retail Client oriented environment
    • Prior experience working with an incident and asset management application suite is a plus
    • Prior experience working in clinical health care setting a plus.
    • Prior experience working in clinical behavioral health care setting preferred.
    • Associate Degree or more advanced in CIS or CS preferred.
    • A+ Certification a plus
    • Strong diagnostic skills in: MS Office (Word, Excel, and Outlook), and Windows XP
    • Diagnostic skills and/or experience in a Citrix environment a plus
    • Diagnostic skills in NextGen Suite (primarily EMR and EPM) a major plus
    • Strong customer service and interpersonal communication skills


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