It is the duty and responsibility of the IT Support & Help Desk Specialist to: Ensure that all HIPAA, 42 CFR Part 2, and related security measures are followed at all times; Manage the internal help desk queue: triage, prioritize, resolve, and document tickets within established response times, routing issues to the managed services provider when they fall within its scope; Troubleshoot and resolve hardware, software, printer, network, and connectivity issues in person and remotely; Manage user accounts across Microsoft 365, MFA, shared mailboxes, distribution lists, and building access badges; Execute new hire onboarding and employee offboarding, including account setup, device issuance, access removal, and equipment recovery; Deploy, configure, and track agency laptops, desktops, tablets, and mobile phones, and maintain accurate asset records and sign-out documentation; Administer agency mobile devices through MDM, including enrollment, policy compliance, and lost or stolen device response; Provide Tier 1 EHR user support (log-in issues, password resets, basic navigation) and escalate complex issues to the EHR team; Assist the EHR & Data Sytstems Manager as the agency's on-site liaison to the managed services provider; escalate issues to and coordinate with the managed services provider and technology vendors (internet, phone, printer, and carrier) to ensure timely resolution; Identify recurring issues, recommend permanent fixes, and proactively address problems before they generate tickets; Build and maintain help desk documentation, knowledge base articles, and how-to guides for staff; Support agency security practices, including responding to reported phishing, reinforcing the AI Acceptable Use Policy, and reporting suspected security incidents immediately; Set up and support conference room technology, video conferencing, and hybrid meetings; Assist with new staff orientation and provide technology training to staff (both remotely and in-person); Support IT projects such as workstation refreshes, site setups, and system rollouts as assigned; Participate in a rotating after-hours on-call schedule for critical issues and; Perform other duties as assigned. The IT Support & Help Desk Specialist provides on-site, first-line technical support for Odyssey House Louisiana's workforce across all nine program locations, sharing Tier 1 responsibilities with the agency's managed services provider.