IT 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/delete accounts, and troubleshoot account problems.
• Research and resolve technical issues, escalating to tier 2 support if necessary.
• Document all customer interactions within each help desk ticket.
• Install, update, test, and configure software components for end users.
• Apply diagnostic tools to aid in troubleshooting and resolving issues.
• Perform preventative maintenance on endpoint devices and rebuild/rebuild existing devices.
• 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.
• Follow up with end users post-ticket resolution to ensure customer satisfaction.
• Maintain appropriate IT inventory documentation and update the 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 principles, Microsoft Windows and network security, Microsoft 365, and cloud computing environment.
• 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.
• 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, including frequent traveling, standing, walking, bending, prolonged sitting, stooping, or reaching, and occasional lifting.

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.
• Remote and in-person customer service support.
• Mobile device management.
• Diagnosing and troubleshooting technical issues.
• Preventative maintenance and device configuration.
• Wireless networking.
• Interpersonal and organizational skills.
• Collaboration and teamwork.

Benefits

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