Help Desk Technician - Integrated Services for Behavioral Health

We are seeking a Help Desk Technician!

Franklin County, OH

Join our team!

Integrated Services for Behavioral Health (ISBH) is a community-minded, forward-thinking behavioral health organization helping people along the road to health and well-being. We meet people in their homes and communities and help connect them to the resources they need. We serve Southeastern and Central Ohio with a comprehensive array of behavioral health and other services – working with local partners to promote healthy people and strong communities. All of our services are intended to be collaborative and personalized for the individual.

This position will be responsible for providing a professional level of technical support to all employees, providers, interns, temporary staff and contractors at all of our locations across the State of Ohio. This support will consist of hardware, software, system, telecom, and technology troubleshooting, installation, configuration, maintenance and problem resolution. Under indirect supervision, this position will also provide responses to telephone calls, email requests, helpdesk tickets, and direct staff requests for technical support which may require the helpdesk technician to research and follow-up on problems that could require additional resources.

The pay range for this position is $25.66 - $30.06 per hour based on experience, education, and/or licensure.

Essential Functions:

• 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.
• Responsible for account management including resetting passwords, unlocking accounts, modifying user groups, creating accounts, disabling accounts, deleting accounts, and troubleshooting account problems/issues.
• Research and resolve all assigned technical issues in a timely and efficient manner and/or escalate the issue to tier 2 support as appropriate.
• Appropriately document all customer interactions within each assigned help desk ticket.
• Installs, updates, tests, and configures 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.
• Travel to offices throughout the service area is required.

Minimum 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 is required. One year of experience in a Healthcare IT setting is preferred.
• Excellent customer service and communication skills.
• In-depth knowledge of desktop support as well as basic computer hardware and software troubleshooting.
• Basic knowledge of networking principles including configuration of network routing and firewall rules.
• In-depth knowledge of Microsoft Windows and network security.
• In-depth knowledge of Microsoft 365 and cloud computing environments.
• 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 is 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.

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

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

OUR VISION
Healthy people. Strong communities.

OUR MISSION
We improve the behavioral health and well-being of Ohioans and their communities.

OUR EXTENDED MISSION
We improve the behavioral health and well-being of Ohioans and their communities through entrepreneurial approaches to behavioral health services, safe housing, productive partnerships and other community development efforts.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.