Support Tech II - Up To 12-Week Assignment

Change Lives With Recovery Innovations! Our Mission is to empower people on their journey to recovery, helping them achieve their goals, rediscover meaning and purpose in life, and reconnect with themselves and their communities. Our Vision is to revolutionize healthcare by pioneering innovative solutions that go beyond behavioral health, empowering people to thrive in the communities where they live, work, and play. Join a groundbreaking team at the forefront of Peer-Powered Support, empowering individuals on their journey through mental health and substance use challenges! Be part of something bigger—together, we can change lives and create lasting hope!

Position: Support Tech II - Up To 12 Week Assignment

Job Type: Temporary Non-Exempt

Shift Details: 8:00am-5:00pm; Monday - Friday

Work Location: Hybrid -Multiple Locations (Raleigh, Durham, Fayetteville, etc.) Multi-State Travel required up to 50%

Salary/Hourly Wage: $28.00 - $34.00/hour + Weekly Travel Incentive

Position Summary: The Support Tech II is responsible for installing, configuring, and troubleshooting hardware, software, and server operating systems in addition to telecommunication equipment and services. Support Tech II is responsible for responding quickly to internal customers and managing the ticket system and queue.

Essential Duties And Responsibilities

IT Support & Help Desk Services

• Act as first- and second-level support for the help desk.
• Maintain professional behavior and provide exceptional customer service in a highly confidential environment.
• Use discretion and judgment to promptly organize and perform requested services.

System Maintenance & Hardware Management

• Track tasks and inventory in designated online tracking/ticketing systems.
• Deploy and complete standard PC setups.
• Update PCs to established standards.
• Perform maintenance on computer equipment.
• Ensure adequate inventory of available and functional computer equipment.

Network & Security Administration

• Manage access to the WAN and develop/maintain Windows Active Directory (AD).
• Enter and maintain user profiles, including establishing appropriate security levels, user permissions, and modifications.

Telecommunications & PBX Management

• Maintain and publish updated organizational telephone directories.
• Develop, coordinate, and implement telephone systems and voicemail solutions.
• Perform ongoing maintenance of telecommunication equipment.
• Provide daily, weekly, and monthly PBX system reports.

Operational Coordination & Compliance

• Coordinate scheduled system maintenance (downtime) with end users at times that minimally impact business operations.
• Keep up to date with technical knowledge and industry sector trends.
• Understand and adhere to RI International compliance standards, including the Code of Conduct and Conflict of Interest Policies.
• Perform other duties and projects as assigned.

Job Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Education & Licenses

• Associate degree, IT certification, or equivalent years of experience.

Experience

• 3-5 years of IT, help desk, or Tier 1 computer/software technical support experience.

Skills:

• Microsoft Suite and Excel knowledge (intermediate to advanced).
• Strong attention to detail and ability to multi-task in a fast-paced, high-volume work environment.
• Excellent written and verbal communication skills, particularly for telephone calls, follow-ups, and in-person correspondence.
• Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism.

Driving Requirements

• If driving is required for this position, must meet all requirements outlined in Recovery Innovations’ driving policy.
• If not qualified to drive per driving policy, a Non-Driver Attestation form must be signed.

Miscellaneous Requirement(s)

• Travel required based on business need.
• Applicants must be at least 18 years old unless residing in a state where funder or government regulations set a different minimum age requirement.
• Successfully complete and meet all requirements of the comprehensive credentialing process.
• Provide the required credentials to successfully complete the credentialing process.
• We are a Second-Chance Employer.
• Must be able to pass a seven-year background check.
• Must be able to pass substance abuse testing and/or tuberculosis testing (if applicable).
• Must be able to pass education verification check.
• Must be able to obtain designated fingerprinting clearance in applicable states that are required.
• Must be able to pass three-year motor vehicle report and meet minimum eligibility requirements criteria of insurance carrier (if driving is required for this position).

Physical Demands

May include work close to the eyes and substantial motions of the wrist, hands, and/or fingers. Frequent sitting, standing, walking, handling, finger dexterity; eye-hand-foot coordination, use of corrected vision; color vision; use of auditory senses. May be required to lift up to twenty (20) pounds.

Work Environment

May work in an office environment or behavioral health facility. May have contact with individuals who are agitated and/or confused. Work may include travel throughout the geographic region.

Recovery Innovations is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. Recovery Innovations is a second chance employer and we consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

The wage range for this role considers the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable geographic differential associated with the location at which the position may be filled. At Recovery Innovations, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Recovery Innovations are committed to promoting pay transparency, fostering pay equity, and complying with all applicable state and local laws requiring employers to disclose wage or salary ranges to job applicants and employees. Salary offers are determined based on key factors, including education, relevant experience, and qualifications.