Help Desk Technician

About the role

Franklin County, OH Integrated Services for Behavioral Health (ISBH) is a community-minded, forward-thinking behavioral health organization serving Southeastern and Central Ohio. This position will provide technical support to all employees, providers, interns, temporary staff, and contractors across Ohio.

Responsibilities

• Provide first-level technical troubleshooting support to resolve general internal ISBH IT and/or system support issues via telephone, chat, remote communication tools, as well as in person.
• Ensure all assigned tickets are resolved in an efficient, timely, complete, and customer-friendly manner.
• Research and resolve all assigned technical issues in a timely and efficient manner, and/or escalate the issue to tier 2 support as appropriate.
• Adequately document all customer interactions within each assigned help desk ticket.
• Install, update, test, and configure software components for end users as necessary.
• Apply diagnostic tools, skills, and experience to aid in troubleshooting and resolving all assigned technical issues.
• Test fixes to technical issues to ensure problem resolution and customer satisfaction.
• Perform ongoing preventative maintenance on endpoint devices as required.
• Build new endpoint devices as necessary, following published procedures, to support new hires and/or ongoing device refresh cycles.
• Rebuild existing endpoint devices as necessary, following published procedures, to support device reuse and/or issue resolution.
• Appropriately wipe endpoint devices, following published procedures, in support of device recycling and/or device refresh cycles.
• Work on special IT or technology projects as assigned.
• Log all support calls and interactions into the helpdesk ticketing system.
• Provide technical training on ISBH systems for all staff, including new hire orientation, new systems rollout, and special projects or initiatives as necessary.
• Follow up with end users post ticket resolution to help ensure customer satisfaction.
• Maintain appropriate IT inventory documentation and update the inventory system in a timely manner as changes occur.
• Remove viruses and/or infected files as appropriate and communicate with staff regarding potential risks.
• Adhere to the ISBH Confidentiality Policy.
• Participate in New-Hire Orientation as needed.
• Other technology projects and tasks as assigned by the supervisor.

Requirements

• Associate’s degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification required.
• A+ certification required.
• At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment required.
• One year of experience in a Healthcare IT setting preferred.
• Excellent customer service and communication skills.
• In-depth knowledge of desktop support, as well as basic computer hardware and software troubleshooting.
• In-depth knowledge of Microsoft Windows and network security.
• In-depth knowledge of Microsoft 365 and cloud computing environment.
• Basic knowledge of installation and management of software (updates, tools, etc.).
• In-depth experience providing customer service support via in-person, phone or remote means.
• Experience with mobile device management.
• In-depth ability to troubleshoot, repair, and configure PC's, switches, routers, etc.
• Working knowledge of wireless networking required.
• Strong interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams.
• Strong organizational skills and the ability to manage multiple tasks and priorities.
• Ability to work collaboratively as part of a multidisciplinary team.

Qualifications

• Moderate physical effort on a regular basis, as in frequent traveling, standing, walking, bending, prolonged sitting, stooping, or reaching and/or occasional lifting.

Skills

• Customer service and communication skills.
• Knowledge of desktop support, computer hardware, and software troubleshooting.
• Knowledge of Microsoft Windows and network security.
• Knowledge of Microsoft 365 and cloud computing environment.
• Knowledge of installation and management of software.
• Experience with mobile device management.
• Ability to troubleshoot, repair, and configure PC's, switches, routers, etc.
• Working knowledge of wireless networking.
• Strong interpersonal and communication skills.
• Strong organizational skills.
• Ability to work collaboratively as part of a multidisciplinary team.

Benefits

Includes medical, dental, vision, short-term disability, long-term disability, 401(k) with employer match, employee assistance program (EAP), and more.