Help Desk Support Specialist at PursueCare

We are looking for a dedicated Help Desk Support Specialist to join our team in a full-time capacity. At PursueCare, we provide compassionate, judgment-free addiction recovery and behavioral health services through our innovative telemedicine platform. We are a mission-driven organization, and we take pride in our inclusive culture that empowers every team member to perform at their best. This role is based on-site at our support office in Middletown, CT, where you will serve as a vital resource for our clinical and administrative staff, as well as the patients who rely on our mobile application.

Responsibilities

• Manage the onboarding process for new hires by configuring laptops, setting up email accounts, and preparing all necessary hardware and software systems.
• Serve as a primary point of contact for staff and patients, providing technical assistance via phone, video, chat, and email to resolve issues with our applications and hardware.
• Maintain accurate records of all inquiries and resolutions by tracking tickets within our support system, while also developing clear training documentation to help users navigate our tools.

Requirements

To be successful in this role, you should have a strong background in mid-level IT support and a genuine passion for customer service. We are looking for candidates who possess the following qualifications:

• Proven experience working with hardware, including Intel-based desktops, laptops, printers, and mobile devices.
• Proficiency in managing software environments such as Windows 10+, macOS, and the Microsoft Office 365 suite.
• A solid understanding of networking concepts, including experience or familiarity with Active Directory, Azure, cloud computing, and Meraki firewalls.
• The ability to identify and mitigate security threats, such as system hacks, viruses, and spyware.
• Strong communication skills and the ability to maintain a high level of detail while troubleshooting technical problems in a fast-paced environment.

What we offer

We are committed to supporting our employees both professionally and personally. As part of our team, you will have access to:

• A 401k retirement plan that includes company contributions.
• The opportunity to work in a collaborative, mission-driven environment that values clinical excellence and innovation.
• A supportive office culture located in Middletown, CT, dedicated to helping vulnerable populations through digital healthcare.