Help Desk Support Specialist at PursueCare

At PursueCare, we believe in providing compassionate, judgment-free addiction recovery and behavioral health services through the power of telemedicine. Our mission is to support individuals struggling with substance use disorders by offering a low-barrier digital program that connects patients with doctors, therapists, and psychiatric care directly through our smartphone app. We are a Joint Commission-accredited organization that values an inclusive and inspiring culture, where every team member is empowered to perform at their best while helping vulnerable populations receive the care they deserve.

The opportunity

We are looking for a Help Desk Support Specialist to join our team on a part-time basis at our Middletown, Connecticut office. This is an on-site role where you will serve as a vital resource for our clinical and administrative staff, as well as our patients. You will bridge the gap between our technology and the people who rely on it, ensuring that our equipment and software run smoothly so our team can focus on what matters most: patient care. If you have a passion for technology and a heart for service, this is a fantastic way to contribute to a mission-driven organization.

A day in the life

• You will manage the onboarding process for new hires by setting up laptops, configuring email accounts, and preparing all necessary hardware and system access.
• You will act as a primary point of contact for our staff and patients, providing technical assistance via phone, video, email, and chat to resolve issues with our internal applications and the PursueCare app.
• You will maintain our support standards by tracking inquiries through our ticketing system and creating simplified, easy-to-follow training materials to help users navigate our systems more effectively.

Who you are

You are a tech-savvy individual with a strong foundation in hardware, software, and networking. You communicate clearly in English, both verbally and in writing, and you thrive in environments that require a customer-first mindset. Your background should include the following:

• Hands-on experience with Intel-based desktops, laptops, printers, and mobile devices.
• Proficiency with Windows 10+, macOS, and the Microsoft Office 365 suite.
• A working understanding of Active Directory, Azure, Cloud Computing, and Meraki Firewalls.
• The ability to identify and address security concerns, such as viruses, spyware, and system vulnerabilities.
• A keen eye for detail and the ability to stay calm and helpful when troubleshooting technical issues in high-pressure situations.

Why you'll love it here

We are committed to supporting our employees as much as we support our patients. Beyond the opportunity to do meaningful work in a collaborative, inclusive environment, we offer a 401k plan with company contributions to help you build for your future. We take pride in our work culture and strive to ensure that every member of our team feels valued, respected, and empowered to grow.