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 via telephone, chat, remote communication tools, and in person.
• Ensure all assigned tickets are resolved efficiently, timely, completely, and customer-friendly.
• Manage accounts, reset passwords, unlock accounts, modify user groups, create, disable, delete accounts, and troubleshoot account problems.
• Research and resolve technical issues, escalating to tier 2 support as necessary.
• 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 issues.
• Test fixes to technical issues to ensure problem resolution and customer satisfaction.
• Perform ongoing preventative maintenance on endpoint devices as required.
• Build and rebuild endpoint devices as necessary, following published procedures.
• Wipe endpoint devices following published procedures for recycling and refresh cycles.
• 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.
• Follow up with end users post-ticket resolution to ensure customer satisfaction.
• Maintain appropriate IT inventory documentation and update the inventory system 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.
• Work on special IT or technology projects as assigned.

Requirements

• Associate’s degree in an IT-related field 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, basic computer hardware and software troubleshooting, networking principals, Microsoft Windows and network security, Microsoft 365 and cloud computing environment, installation and management of software, customer service support via in-person, phone, or remote means, mobile device management, PC's, switches, routers, wireless networking, interpersonal and communication skills, organizational skills, and ability to work collaboratively as part of a multidisciplinary team.
• Moderate physical effort on a regular basis, frequent traveling, standing, walking, bending, prolonged sitting, stooping, or reaching, and occasional lifting.

Qualifications

• Minimum requirements include associate’s degree in an IT-related field or equivalent IT certification, A+ certification, at least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment, and one year of experience in a Healthcare IT setting.

Skills

• Customer service and communication skills.
• Knowledge of desktop support, basic computer hardware and software troubleshooting, networking principals, Microsoft Windows and network security, Microsoft 365 and cloud computing environment, installation and management of software, customer service support via in-person, phone, or remote means, mobile device management, PC's, switches, routers, wireless networking, interpersonal and communication skills, organizational skills, and ability to work collaboratively as part of a multidisciplinary team.

Benefits

• Medical
• Dental
• Vision
• Short-term Disability
• Long-term Disability
• 401K with Employer Match
• Employee Assistance Program (EAP)