Protocall Services is a nationally recognized leader in behavioral healthcare and crisis intervention, supporting organizations across the U.S. and Canada. For five consecutive years, we have been awarded “Top Workplace” honors for our strong culture, mission-driven work, and commitment to employee well-being. We serve a wide range of nearly 700 different organizations nationwide, including Community Mental Health Centers, Certified Community Behavioral Health Clinics, Managed Behavioral Healthcare Organizations, University counseling centers, and Employee Assistance Programs following our brief immediate support model. As a remote-first organization headquartered in Portland, Oregon, our staff operate with excellence, compassion, and integrity while providing 24/7 telephonic support to individuals with various degrees of need. What You Can Expect Six-Week Paid Virtual Training Cohort: Monday–Friday, 8:00 AM to 4:30 PM PST A structured onboarding program including skills development, role-playing, mentored live call work, and crisis-care foundations. Successful completion is required for continued employment. Remote Scheduling: Upon graduation from training, you will transition to your regular schedule, developed in collaboration with our Scheduling Department. Regular availability on weekends and holidays is required.
Helpdesk Technician
Location
United States
Posted
2 days ago
Salary
$19 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
Helpdesk Technician
PROTOCALL SERVICES INC.
Role Description The Helpdesk Technician I (HTI) serves as the first point of contact for employees seeking technical assistance. This role provides frontline technical support, resolves routine hardware, software, and account issues, and appropriately escalates complex incidents to other members of the IT team. The Helpdesk Technician I is responsible for delivering timely, professional customer service while supporting the organization's technology environment. This position reports to the Assistant IT Director. Typical Duties: - Process Service Requests to resolution or escalate to other IT Team members using Freshservice within required timelines - Record events/problems and their resolution in Freshservice - Document all end user communication in Freshservice - Answer queries on basic technical issues and offer advice to solve them - Provide helpdesk and technical support either by phone or remote access - Respond to IT issues; hardware maintenance, software, networking, etc. within required timelines - Assist in troubleshooting for system errors - Assist with the implementation and support of new software and features - Identify and suggest possible improvements on procedures - Support and administration of all IT related systems and databases - May have inadvertent access to PHI in the course of performing IT support and administration functions - Detailed Standards and Expectations are listed in the Helpdesk Standards document, provided at time of employment - Performs other duties as requested This position will require excellent communication and time management skills; the ability to hold several ongoing projects and tasks in varying degrees of priority; awareness of the channels of escalation and when to consult. Work will vary from long-term projects to quick and effective tasking. The ability to both work independently and in collaboration with others, as well as comfort with ambiguity will serve this position well. Qualifications - High school degree or equivalent; bachelor’s degree in computer science, information systems, or behavioral health related field preferred - Proven experience as a help desk technician or other customer support role - Tech savvy with working knowledge of office automation products, databases and remote control - Good understanding of computer systems, mobile devices and other tech products - Ability to diagnose and resolve basic technical issues - Excellent written and verbal communication skills Company Description Protocall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.
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