IT Help Desk Technician

Position Summary :

This position is responsible for ensuring that all primary responsibilities are delivered in compliance with the company’s policies and procedures, Joint Commission standards, Licensing and Regulatory Affairs (LARA), HCBS guidelines and the contractual requirements of Community Mental Health Agencies and other regulatory bodies. As the Information Technology Technician, you are expected to be aligned with the goals and mission of the organization, and to perform in accordance with our “I CARE” core values of the organization – Integrity, Compassion, Advocacy, Respect and Excellence.

Primary Responsibilities / Essential Functions :

Serve as IT support for all users that fall under BSLS.

Prepares and builds workstations and home devices.

Performs troubleshooting of Corporate and Home level devices (Workstations, Laptops, iPads, Printers, etc.)

Handles user management across multiple applications used by BSLS.

Perform support remotely through On-Call rotation to maintain help desk queue.

Assist with Human Resources department for On-and-Off Boarding of New Hires across the organization.

Communications with fellow IT employees to ensure support queues are maintained and covered through assigned shifts (This includes normal business hours, as well as On-Call hours).

Assist with various IT projects as needed and maintain timely due dates.

Performs basic end user training as needed regarding proper use and function of all HW & SW systems.

Follows and adheres to all approved company policies, practices, standards and procedures.

Performs additional duties as assigned or requested.

Adheres to BSLS Core Values, Mission Statement, and Corporate Philosophies.

Education & Qualifications :

Associate degree in Information Technology or related experience preferred.

A minimum of 1 year experience in a support related field.

IT Ticketing System experience (Freshservice preferred).

Capable of working independently under specific guidelines.

Problem solving.

Attention to detail.

Ability to communicate with technical and non-technical users.

Project management capabilities, ability to manage multiple projects simultaneously.

Ability to complete required training in connection with The Joint Commission, CHMs and other government bodies.

Must possess a valid Driver’s License.

Proficient in speaking, reading and writing the English language.

Physical Job Requirements :

Typical office environment.

Sitting for extended periods of time.

Expected to work in front of a computer or other electrical devices for up to 8 or more hours per day.

Occasional Lifting up to 50lbs

Ability to speak, read and write the English language.

Working Environment :

Many of the job duties will be performed at the corporate office. However, some work may be performed at home-like setting or community facilities with the potential of exposure to infectious disease. Universal precautions are required to minimize the risk of infections. Work sites may include locations that are not barrier-free. Duties are performed in an environment where the potential for physical aggression from residents.