Help Desk Technician

Helpdesk Specialist

The Helpdesk Specialist provides first-level technical support to end users across multiple departments, ensuring the smooth operation of IT systems that support client care, administrative functions, and compliance with regulatory and accrediting body requirements. Diagnosis of issues and support for resolution will be provided in person, over the phone, or via remote access.

Organizational Duties & Responsibilities

The primary responsibility of all staff is to ensure the safety and well-being of all Ramey-Estep/Re-group (RE) clients. Supports the mission, vision, and values of RE. Facilitates and adheres to the agency's code of ethics, policies, and procedures. Supports all functions that attain and maintain accreditation and compliance with regulatory agencies. Supports and facilitates positive interaction with clients and staff by exhibiting both in-office and in-public when carrying out job duties: individual maturity, respect for others, a team-centered approach, maintenance of confidential information, and awareness and sensitivity to cultural and other differences in clients and staff. Exhibits effective communication skills, including proper use of agency communication systems. Participates in appropriate professional development programs to attain and maintain competency. Effectively manages financial and physical resources to achieve the mission of RE. Reports incidents of abuse or potential abuse involving clients to the appropriate authorities and RE.

Essential Duties and Responsibilities

Respond promptly and professionally to helpdesk tickets, phone calls, and emails to resolve hardware, software, and network issues. Provides user support in person, over the phone, or via remote access. Maintain accurate documentation of support requests, resolutions, and IT assets. Run diagnostic programs to identify computer software, peripherals, and hardware issues. Talks users through the basic problem-solving process while addressing their issues. Provides basic computer training and create/update tutorials for users of all ability levels. Educate staff on cybersecurity best practices and assist with phishing prevention and awareness. Installs, upgrades, and repairs hardware and software systems. Install, configure, and maintain desktop and laptop PCS and peripherals. Support telehealth platforms and ensure secure, HIPAA-compliant communication tools function properly. Remove old equipment and perform data migration to new machines. Conduct follow-up with users as needed to ensure the issues are resolved. Escalates unresolved issues and queries to the next level of support. Ensures proper documentation of support tickets, including appropriate updates and closure once complete. Recommends procedure or process improvements within the IT Department. Perform routine maintenance of IT equipment throughout all agency locations. Participate in IT projects, system upgrades, and routine maintenance tasks. Performs other duties as assigned.

Working Conditions/Environment

The shift is typically Monday – Friday, day shift. Holidays, weekends, and extra hours may occasionally be required. A fast-paced environment with the need for quick decisions to deal with any crisis that may arise. This position is office-based with extensive computer usage. Occasional regional travel to other RE office locations may be required. Maintains a positive, professional attitude contributing to a supportive work environment.

Minimum Job Requirements

Education: - Associate's Degree in Information Technology, Computer Science, or a related field from an accredited university/college is required. Experience may be considered in lieu of a degree. CompTIA A+, Network+, or similar certifications are preferred.

Experience: - A minimum of 1 - 3 years of experience in a helpdesk or technical support role is required, preferably in a healthcare or behavioral health setting.

Specific Skills and Requirements

Must be at least 21 years of age. Strong knowledge of Windows and Mac operating systems, Microsoft 365, common business applications, helpdesk software, and remote-access systems. Familiarity with electronic health record (EHR) systems. Must have excellent analytical and diagnostic skills. Excellent communication and interpersonal skills, with the ability to support users with varying levels of technical knowledge. Ability to handle sensitive information with discretion and maintain HIPAA compliance. Strong problem-solving skills and attention to detail. Must be able to provide exceptional customer service. Must maintain a valid Driver's License and insurability. Technical requirements include proficiency with Microsoft Word, Excel, PowerPoint, and any other applications used by the organization or regulatory agencies. Ability to understand and relate to the needs of clients from diverse backgrounds. Ability to read, write and converse in English. Successful completion of a pre-employment drug screen. Successful completion of a background screening. Successful completion of a TB skin test or proof of a negative chest x-ray or other documentation.

Specialized Licenses or Training

Successful completion of Excellent Foundations. Maintain 20 hours of annual training.

Physical Requirements

The physical requirements described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing the duties of this job, the employee is regularly required to stand, walk, talk, hear, and smell. The employee frequently is required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, and climb stairs. The employee is occasionally required to climb, balance, or run. The employee must frequently lift and/or move up to 50 pounds or more. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.

Supervisory Requirements

N/A

This position is eligible for our full-time employee benefit package, which offers a generous 401(k) program with immediate vesting and dollar-for-dollar matching up to 6%, paid leave, health/dental/vision insurance, life insurance, short-term & long-term disability, and other competitive benefits! The rate of pay for this position starts at $22.00/hour.