Help Desk Support Technican

Since our opening in 1987, New Hope Treatment Centers has been a welcoming place for young people in moments of crisis. The Help Desk Technician serves as the first point of contact for employees seeking technical assistance and support. This role is responsible for providing timely, customer-focused technical support for hardware, software, account access, and basic network issues while ensuring minimal disruption to daily operations and client care services.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

• Serve as the highest level of escalation for complex technical and infrastructure issues.
• Maintain and optimize server, network, cloud, and cybersecurity environments.
• Administer Microsoft 365, Azure,
• Support Barracuda disaster recovery systems.
• Monitor system health, security alerts, and infrastructure performance.
• Help with incident response efforts for critical outages, cybersecurity threats, and operational disruptions.
• Support server environments, virtualization platforms, storage systems, and network infrastructure.
• Maintain IT standards, procedures, documentation, and disaster recovery plans.
• Participate in IT strategic planning, budgeting, and technology improvement initiatives.
• Conduct security assessments, vulnerability remediation, and compliance monitoring activities.
• Provide technical leadership and mentorship to Help Desk I and II staff.
• Implement automation and process improvements to enhance operational efficiency.
• Ensure compliance with HIPAA, Joint Commission, and organizational cybersecurity policies.
• Maintain Microsoft Active Directory users, Groups, Policies and share folders 

Competencies

The Help Desk Support Technician must demonstrate competence in the following areas:

• Infrastructure Administration
• Cybersecurity & Risk Management
• Strategic Thinking
• Advanced Troubleshooting
• Technical Leadership
• Systems Engineering
• Communication Skills
• Analytical Skills
• Compliance Awareness
• Project Management

Minimum Qualifications

• Must be at least 21 years of age.
• Relevant degree or certifications in Information Technology, Computer Science, Cybersecurity, or related field or equivalent experience required.
• 5 years of advanced systems administration or infrastructure support experience.
• Ability to pass required background checks, drug screening and any state-mandate employment clearances.

Preferred Qualifications

• Strong analytical and troubleshooting abilities.
• Experience supporting healthcare or behavioral health organizations.
• Experience with Microsoft Azure, Microsoft 365 administration, virtualization, and cybersecurity tools.
• Knowledge of HIPAA compliance and healthcare IT security requirements.