IT Support Technician

Role Overview

• 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
• 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

Tech Stack

• Unix

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