Help Desk Support Specialist - PursueCare

Overview:

The Help Desk Support Specialist supports the IT and Application Support team in their work with 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. This position is an on-site (not hybrid) position in the Middletown, CT Support Office.

Essential Responsibilities & Duties:

• Set up laptop, email accounts, and all other required equipment and system needed for all new hires.
• Track 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.
• Assist and provide support via phone, video, and email/chat on the hardware used by the administrative and clinical teams.
• Other duties as assigned.

Education & Experience:

• 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.
• Networking experience preference: 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.

Qualifications & Key Competencies:

• Ability to troubleshoot and resolve technical problems for users remotely.
• Possess strong customer service skills.
• Maintain a strong attention to detail in high-pressure situations.
• Excellent and thoughtful verbal and written communication skills
• Function as a subject matter expert in all required technical areas.
• Desire to contribute wherever support is necessary.

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 accommodation may be made to enable individuals with disabilities to perform the essential duties.

Work is performed primarily in a traditional on-site clinical setting, pharmacy, or clinic, where the employee is regularly required to sit, stand, and demonstrate manual dexterity. Employees working in home office environments are required to verify their workspaces comply with workplace safety policies.

Company Overview:

PursueCare provides virtual addiction treatment for opioids, alcohol, and other substance use disorders via a smartphone app. Our low-barrier digital program offers access to doctors prescribing Medically Assisted Treatment (MAT), counselors, therapists, psychiatric care, at-home screening, resources, and direct medication shipment. Joint Commission-accredited, we partner with health systems, employers, and health plans, prioritizing clinical excellence and innovating care for vulnerable populations.

We offer qualifying employees flexible paid time off, competitive pay, bonuses, comprehensive health benefits, and a 401K with company contributions. Headquartered in Middletown, CT, with satellite locations, we provide work-from-home opportunities for select positions, ensuring core competencies are met. We are committed to being an Equal Opportunity Employer and paying living wages.  Join us in our mission to provide compassionate care and support to individuals seeking addiction treatment. If you possess the key qualifications and are passionate about making a difference, we invite you to apply for this rewarding role.

PursueCare is an equal opportunity employer and values diversity in our workforce. We encourage applications from all qualified individuals, including those with diverse backgrounds and those with disabilities.