Help Desk Support Specialist

The Help Desk Support Specialist (HDSS) is primarily responsible for providing support on behavioral health IT system issues. This will include troubleshooting all problems of computer users, such as SQL Server, NextGen, MS Office products, printing, telephone, and network issues. The HDSS will answer questions asked by clients through telephonic calls or email.

Duties include:

• Resolve issues regarding hardware performance and software installation.
• Printing, emails, operating systems and network-related issues are also included in the list of responsibilities.
• The position will also assist with staff training.
• Various special project support and development opportunities within supported systems may also be available.
• Performs Tier 1 & 2 support for IT Service Requests. Opens and tracks incidents related to the production system, site IT equipment (i.e. copiers and telephones) and the facilitation through the SysAid application.
• Communicates effectively the status of incidents and management expectations on information needed for incident and time to close the incident.
• Performs QA incident tickets with follow-up from System Administrator to properly fill out incident tickets.
• Provides analysis of existing processes and provides feedback to be used in determining requirements for future business process and IT systems development.
• Adapts rapidly to a dynamic environment supporting many internal/external clients.

Qualifications:

• Associates Degree preferred. Advanced in CIS or CS preferred.
• A Certification a plus
• Must have excellent written and verbal communication skills to document incident tickets and communicate status.
• Must have problem-solving skills including the ability to multi-task within tight deadlines.
• Excellent organizational skills, self-directed and results- oriented.
• Prior work experience working in a Helpdesk environment or in a Retail client-oriented environment.
• Incident and Asset Management application suite is a plus.
• Prior experience in a clinical health care and behavioral health care setting preferred.
• Strong diagnostic skills in MS Office (Word, Excel, and Outlook) and Windows XP. Diagnostic skills and/or experience in a Citrix environment a major plus.
• Must have strong customer service/client relationship and interpersonal communication skills.
• Powershell / script / Reporting.
• Office Pro and Mac / Apple knowledge preferred.
• AD/Windows knowledge.
• SCCM/imaging experience (Microsoft updates / Patch management).
• Exchange Administration experience/knowledge.

Job Type: Full-time

Pay: $16.50 - $19.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Work Location: One location