Job description
Ellie Mental Health is seeking to hire a talented and motivated Help Desk Specialist! We are one of the fastest growing emerging franchise brands in the country. Our Franchise Owners are passionate, caring individuals who seek to end the stigma around mental health. Together, with the support of Ellie Corporate, we are changing the face of mental healthcare. Specializing in Outpatient Mental Health Services in communities around the country, we are seeking individuals who share our passion to join the team. We are seeking a detail oriented, organized team player who is a quick learner and completes tasks in a rapidly changing environment. We are looking for a hardworking cultural contributor to join our team.
Responsibilities
- Provide excellent customer service to end users of various technology platforms
- Assisting franchisees with troubleshooting identity-based logins to various SaaS applications/password resets
- Create franchisee staff accounts in multiple systems
- Monitor service desk tickets and triage/assist/escalate tickets to ensure they are completed in accordance with SLAs
- Troubleshoot basic end user technology questions
- Report back to IT leadership themes in help desk questions and concerns to inform best practice guides and knowledge base topics
- Create documentation for end user guides and internal processes
- Excellent written and verbal skills
- Stellar customer service skills
- Proficient in O365 application use: Excel, Word, Outlook, PowerPoint etc.
- Experience working with MDM/EMM platforms for macOS, Windows, iOS, iPad OS, and Android
- Knowledge/understanding of SLAs and ITIL systems
- Familiar with O365 and Azure AD administration and apps
- Must be detail oriented, have strong time management skills, and consistently meet SLAs
- Ability to work independently with little supervision and collaborate well with the rest of the IT team
- Excellent time management skills with a proven ability to meet deadlines
Flexible work from home options available.
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