IT Help Desk Technician, Level 1

• Provides firstlevel technical support to staff via ticketing system phone and email.
• Diagnoses troubleshoots and resolves issues related to desktops laptops tablets printers peripherals and other enduser devices.
• Supports Microsoft 365 applications including Outlook Teams SharePoint and OneDrive.
• Provides technical support for behavioral health EHR systems including account access password resets and basic troubleshooting.
• Configures images deploys and maintains workstations and mobile devices in accordance with organizational standards.
• Assists with onboarding and offboarding of staff ensuring timely setup and removal of system access and equipment.
• Develops and maintains accurate IT documentation including tickets inventory records procedures and user guides.
• Maintains compliance with HIPAA information security policies and confidentiality requirements.
• Identifies documents and escalates system outages security concerns and recurring issues to IT leadership or vendors as appropriate.
• Collaborates with external vendors managed service providers and software support teams to resolve technical issues.
• Maintains knowledge and familiarity with organizational systems and technology standards used across clinical and administrative programs.
• Adheres to all organizational and departmental policies including compliance with behavioral ethical and professional expectations.
• Remains professional and customerfocused when interacting with staff providers and vendors.
• Assists with special projects including system upgrades office moves and technology refresh initiatives.
• Performs other duties as deemed appropriate by the Supervisor/Director.

• Working knowledge of Windows operating systems Microsoft 365 and common business applications.
• Strong customer service communication troubleshooting and documentation skills.
• Ability to manage multiple priorities in a fastpaced missiondriven environment.
• Cultural competency and a desire to work with team members from diverse backgrounds.

• High School Diploma or associates degree from an accredited college or university in Information Technology Computer Science or a related field or equivalent combination of education and experience.
• A minimum of 2 years of IT help desk technical support or desktop support experience.
• Experience supporting users in healthcare behavioral health social services or nonprofit environments preferred.
• Valid drivers license in the state of residence plus threeyear driving history and a driving record in good standing for traveling between sites.

• $32.00 per hour.

EEO STATEMENT:

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age race color religion sex national origin ancestry marital status affectional or sexual orientation gender identity or expression disability veteran status or any other characteristic protected by law.