Help Desk Administrator I

Job Description

Job Description

Are you seeking a rewarding and fulfilling career in the Mental Health and Addictions field?

Apply to be a Help Desk Administrator I today!

What will your day look like?

At Horizon, you’ll enjoy a supportive, team-based work environment. Have a question? There’s always someone there to help! We offer a seamless onboarding experience that’ll ensure your success in your new role.

As a Help Desk Administrator at Horizon, you will…

• Serve as the initial contact for technical issues through the IT Service Request (Help Desk) portal, including computers, EHR systems, and peripheral devices.
• Resolve issues related to Microsoft applications, operating systems, and Cerner clinical platforms during standard business hours and on-call rotations.
• Work with the Help Desk Team Lead & IT Operations Manager as a second level in diagnosing and resolving IT infrastructure and EHR-related application issues.
• Respond to daily system alerts and notifications using remote monitoring tools (e.g., disk space, hardware utilization, Infrastructure up time, NOC monitoring).
• Administer user accounts in Active Directory/3rd party portals and clinical applications based on defined procedures, including permission adjustments and account lifecycle management.
• Oversee hardware support including desktops, servers, cable management, printers, copiers, and fax machines.
• Maintain corporate VOIP systems, backup procedures, and presentation technologies (projectors, A/V equipment).
• Use Microsoft cloud tools to assist in user requests and provide proper access control.
• Maintain system documentation, including end-user guides and training materials.
• Communicate IT updates and maintenance notices to end users in a timely and professional manner.
• Ensure strict confidentiality of all data and systems accessed in the course of support work.
• Ensure that IT inventory is accounted and deployed properly. Facilitating in proper Inventory of IT related hardware equipment using a tracking system.
• Demonstrate strong diagnostic and troubleshooting abilities across hardware, software, and access issues.
• Effectively communicate technical issues to users, vendors, and management.
• Exhibit strong interpersonal and presentation skills, capable of working directly with executive leadership and external partners.
• Maintain a learning mindset toward healthcare IT systems, software solutions, and evolving technologies.
• Provide on-site support across multiple Horizon locations when needed.
• Participate in scheduled off-hours maintenance activities for servers, network infrastructure, and managed solutions.
• Engage in scheduled 24x7 supports rotations as part of the IT team's operational coverage.

Why choose Horizon to build your career?

At Horizon, we don’t just offer a workplace—we offer a community where you can thrive while making a meaningful impact in the lives of others. Recognized as a Best Place to Work in NYS for 18 consecutive years and one of America’s Best Workplaces, we take pride in fostering a culture where motivated teammates collaborate to make a difference, every day. Join us and experience the satisfaction of doing work that matters alongside people who share your passion!

What we offer that you’ll love…

• Company Culture: At Horizon, we pride ourselves on cultivating an atmosphere of teamwork where all employees feel heard and valued.
• Diversity & Inclusion: We are committed to equity, racial justice, and equal opportunity for all, and strive toward this goal through the work of our Diversity, Equity, Inclusion and Belonging department, frequent trainings, ongoing conversations, affinity groups, and more.
• Trainings, Trainings, and More Trainings: We have an entire team dedicated to your personal development and professional growth.
• Team Building, Connection, and Relationships: At Horizon, we’re more than co-workers, we’re a community. We support each other, celebrate our achievements and milestones together, and have fun together!
• Retirement: We know you want to retire comfortably and we’re here to help!  Horizon offers 401(k) AND profit-sharing programs to make sure you’re set for the future.
• Student Loan Assistance: We help pay off our team members' student loans every month. One year after joining, you’ll have been able to pay off an extra $600!
• Paid time off and paid holidays!

• Horizon employees and their families (includes spouses and children up to age 30) are eligible for a 10% discount on their tuition through a partnership with Capella University.

What makes you a great candidate?

We can’t wait to learn more about you! Here are a few specifics of what you’ll need for the job:

• Bachelor’s degree in CIS, MIS, IT or related degree required.
• You must have one of the following:
  • Relevant Certification

OR

• • One year of relevant work experience

• Ability to work independently, multi-task, and ability to work within a team.
• Exceptional customer services skills.
• Has a valid Driver’s license and access to a vehicle.
• Flexibility to travel to different Horizon locations.

Location:

This position is located at 55 Dodge Rd, Getzville NY 14068

Hours:

Monday-Friday, 7:00am-3:30pm (flexible) during training period. After training period is over, the schedule can move to a 4-day work week, 7:00am-5:30pm. Adjustable with managers decision.

Compensation:

Horizon is consistently evaluating our compensation and benefit packages to ensure we remain competitive. This position starts at an hourly rate of $19.38 - $21.38. Compensation adjustments are evaluated annually. 

Physical demands associated with this position include:   

• Sitting for extended periods, alternating between standing and sitting.
• Mobility required with repetitive wrist, hand, and finger movements.
• Handling light duties, occasionally lifting objects up to 20 pounds.
• Local travel between worksites.

Horizon DEIB Statement:

Horizon is committed to fostering a respectful, inclusive environment where dignity, safety, and opportunity are core values. We uphold principles that support autonomy and authenticity, creating a culture of accountability and collaboration that prioritizes well-being, drives innovation, and expands opportunities for our employees, patients, and communities.

Disclaimers:

Horizon endorses public health measures including vaccinations. We encourage all applicants to be mindful of the fact that Horizon is a healthcare agency proving in person services throughout our community.

This information is intended to provide a general overview of the position; it is not a full job description.