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About the role
- IT Support Technician providing help desk support and system management for Red Rock Behavioral Health Services. Troubleshooting, installation, and maintenance of IT systems and equipment.
Responsibilities
- Coordinates with IT Support Manager regarding system management and operating procedures.
- Provides help desk support, service and preventive maintenance activities on PCs, networks, telecom systems and peripherals.
- Capable of basic desktop support install new hardware/software, swap out desktops, download fixes/service packs, virus detection/resolution, etc.
- Responds to telephone calls, emails and personnel requests for technical support.
- Provides support to end users on a variety of issues.
- Provides first level technical support and troubleshooting to end users.
- Assists users with questions or problems.
- Identifies, researches, and resolves technical problems.
- Documents, tracks and monitors problems to ensure a timely resolution.
- Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected as directed by the IT Support Manager.
- Implements policies and procedures regarding how problems are escalated to the next level of technical support.
- Assists in the installation, maintenance, and general support of hardware and software systems.
- Documents, maintains, upgrades or replaces hardware and software systems, including maintaining inventory of hardware and software systems.
- Participates in projects as directed by IT Support Manager.
- Participates in and conducts technical training programs, if needed.
- Implements the deployment, maintenance, support and upgrades of desktop PCs, PC operating systems and applications, hardware and local/network printers.
- Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
- Travels as necessary to sites to install PCs and other hardware.
- Installs, troubleshoots, repairs and maintains telecommunications equipment and cabling systems for data, security video, and phone.
- Supports and maintains user account information including rights, security and systems groups.
- Coordinates special projects as requested by supervisor to assure timely and successful implantation of hardware, software and customer training.
- Communicates with vendors of electronic equipment.
- Conducts product research and recommends feasible updates/repairs/replacements in accordance with existing market and agency needs.
- Attends staff meetings, workshops and seminars to learn Agency policy, rules, regulations and procedures; participates in ongoing in-service training as well as pertinent external training.
- Assists in the development and implementation of programmatic goals and objectives.
- Assists in compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations.
- Maintains core competencies in relation to working with co-occurring disorders through continuing education and implementing skills into all aspects of treatment.
- Supports and assists with the facilitation of Care Plans for consumers within the Red Rock Health Team.
- Performs other duties as required.
Requirements
- High School Diploma or equivalent
- Two years help desk experience
- Ability to plan, organize and conceptualize training methods and needs for each user and provide computer training to customers
- Ability to work in pressure situations to meet required deadlines; flexibility in work schedule
- Ability to work in an environment where a wide degree of creativity and latitude are expected
- Technical writing skills and ability to train all levels of users
- Must be able to manage and schedule multiple projects on ongoing basis with ability to prioritize and work independently and as a team member
- Knowledge of PC hardware and software, word processing systems, information and data processing systems, database management systems, personal computer networking and communication and basic programming logic and techniques
- Excellent verbal communication skills, including assisting and training non-technical personnel in software and hardware procedures and utilization
- Relevant Associate or Bachelor’s degree or Technical Training program preferred
- Four years help desk experience preferred
- AIX Unix preferred
- Community Mental Health (CMHC) or Management Information System (MIS) degree preferred
- Microsoft Certified Engineer preferred
- Knowledge of LAN/WAN protocols relating to PC connectivity in a Windows Active Directory/Unix environment preferred
- Commitment to the mission of Red Rock BHS
Benefits
- We pay a generous portion of your Health Insurance
- Low-cost Dental and Vision Insurance
- Retirement Plan with employer contributions equal to 5% of annual salary
- Student Loan Repayment Options
- No Cost Employee Assistance Plan
- 3 Weeks Paid Time-Off (increases annually between years 2-10)
- 9 Paid Holidays
- 1 Floating Holiday to use at your discretion.
- 4 Rest and Relaxation Days
- 3 days of Education Leave
- 4 hours of Volunteer Leave
- Eligible for Pay Increases and Bonuses Annually
- Employer Paid Long-Term Disability and Life Insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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