Help Desk Technician

About the role

We are seeking an IT Help Desk Technician to join our team at Integrated Services for Behavioral Health (ISBH), a community-minded 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/delete accounts, and troubleshoot account problems.
• Research and resolve technical issues, escalating to tier 2 support as necessary.
• Document all customer interactions within each help desk ticket.
• Install, update, test, and configure software components for end users.
• Perform preventative maintenance on endpoint devices and rebuild/rebuild existing devices.
• Wipe endpoint devices as necessary, following published procedures.
• Test fixes to technical issues to ensure problem resolution and customer satisfaction.
• Provide technical training on ISBH systems for all staff.
• Follow up with end users post-ticket resolution to ensure customer satisfaction.
• Maintain appropriate IT inventory documentation and update the inventory system.
• 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 principles, Microsoft Windows and network security, Microsoft 365 and cloud computing environment, software installation and management, mobile device management, PC's, switches, routers, wireless networking, interpersonal and communication skills, organizational skills, and ability to work collaboratively.
• Moderate physical effort on a regular basis, frequent traveling, standing, walking, bending, prolonged sitting, stooping, or reaching, and occasional lifting.

Qualifications

• 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.

Skills

• Customer service and communication skills.
• Basic computer hardware and software troubleshooting.
• Networking principals including configuration of network routing and firewall rules.
• Microsoft Windows and network security.
• Microsoft 365 and cloud computing environment.
• Software installation and management.
• Mobile device management.
• PC's, switches, routers, wireless networking.
• Interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams.
• Organizational skills and the ability to manage multiple tasks and priorities.
• Ability to work collaboratively as part of a multidisciplinary team.

Benefits

Enjoy a great work environment with an excellent salary, generous paid time off, and a strong benefits package including:

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