Help Desk Support Technician

HELP OTHERS, MAKE A DIFFERENCE, SAVE A LIFE.

At the Helen Ross McNabb Center, our mission is "Improving the lives of the people we serve."  Do you see yourself as a part of this life-changing work? If so, we are currently seeking a qualified and motivated professional for the following position: Application Support / Help Desk Support Technician. 

SUMMARY

The Application Support/Help Desk Support Technician is responsible for the installation, configuration and support of HRMC's hardware and software as well as all troubleshooting for the Center's equipment, answering the Help Desk phone and logging tickets. The position will use a computer, calculator, copier and general office equipment in a busy environment with multiple distractions.

This position requires utilizing a personal dependable vehicle to conduct Center business. Maintaining a dependable vehicle and certified driver status is a condition of employment.

REQUIREMENTS

Education/Knowledge: Associate's degree in related field and/or demonstrated capability through previous experience and education to perform job responsibilities.

Experience: At least one (1) year experience in an IT support / help desk environment.

Essential Functions:

  • Provide first line phone or remote assistance to users regarding technical issues. 
  • Proactively monitor user support notifications. 
  • Create and manage new users, groups and e-mail accounts, grant access to resources as part of the Network team. 
  • Support IT consultants as directed, particularly in the area of desktop and applications. 
  • Maintain records and logs as required for documenting all requests for assistance and worked performed or resolutions.
  • Ability to escalate issues as needed in a timely manner
  • Maintain and build user confidence.
  • Resolve system configurations for optimal performance.
  • Utilize help desk tracking software
  • Document processes for internal and external use
  • Ability to follow, document, and create procedures
  • Maintain orderly, clean, and attractive working areas.
  • Present a professional, clean, well-groomed appearance.
  • Perform all other duties as assigned.

Skills and Abilities:

  • Communicate technical information to users in clear and concise layman's (non-technical) terms using both verbal and written formats.
  • Communicate responsively with users, vendors, and fellow staff members using both verbal and written formats.
  • Ability to manage time and respond quickly with a focus on prioritization
  • Ability to work in fast-paced environment.
  • Anticipate and identify user needs.
  • Strong sense of ownership and willingness to take responsibility and accountability with all user interactions 
  • Ability to be flexible and adaptable to new ideas from fellow employees, management and users
  • Hi-level working knowledge and understanding of a variety of computer software programs with emphasis on Microsoft, and VMware
  • Advanced knowledge of computer troubleshooting
  • Highly organized, with ability to multi-task and work independently with minimal supervision.
  • Ability to take direction and collaborate within a team
  • Maintain the highest level of confidentiality 
  • Demonstrated experience with Windows Server administration Broad-based knowledge of information technology including PCs, peripherals and networking.

Physical: Normal IT operations environment using normal/corrected eyesight, hearing within normal range, lifting up to 50 lbs and driving, sitting, standing for extended periods of time.


COMPENSATION:

Salary range for this position starts at approximately $18.20 per hour depending on relevant experience and education.

The Helen Ross McNabb Center (www.mcnabbcenter.org) is a premier not-for-profit provider of behavioral health services.  The Center provides quality care and serves all ages in a continuum of prevention, early intervention, social, co-occurring, addiction, outpatient, and crisis services.

HRMC is an EOE. HRMC conducts background checks, driver's license record, degree verification, and drug screens at hire. Employment is contingent upon clean drug screen, background check, and driving record. Additionally, certain programs are subject to TB Screening and/or testing.  Bilingual applicants are encouraged to apply.

This job description is not intended to be all-inclusive; and employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and other management as required.  This organization reserves the right to revise or change job duties as the need arises.  Moreover, management reserves the right to change job descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities.  This job description does not constitute a written or implied contract of employment.