Help Desk Technician

About the role

We are seeking an IT Help Desk Technician to join our team at ISBH. ISBH is a community-minded, forward-thinking behavioral health organization serving Southeastern and Central Ohio. Our mission is to deliver exceptional care through connection, and we strive to meet people where they are on their journey with respect and hope.

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.

Benefits

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