Help Desk Technician

Integratedservice; Newark (OH); On-site; USD 35,349 - 41,410; Full time

Benefits offered by this job

Medical

Vision

Short-term Disability

Long-term Disability

401K w/ Employer Match

Employee Assistance Program (EAP)

Job summary

Integrated Services for Behavioral Health (ISBH) is seeking an IT Help Desk Technician to provide first-level technical support across Ohio. The role requires an Associate’s degree in IT or equivalent, A+ certification, and at least 3 years in a Windows-based helpdesk environment.

The position involves travel to offices in the service area, account management, and device provisioning. ISBH emphasizes customer service and collaborative problem solving within a healthcare setting.

Qualifications

• Associate's degree in IT or equivalent is required.
• A+ certification is required.
• Minimum 3 years of helpdesk experience in a Microsoft Windows-based environment.
• Healthcare IT experience is preferred.
• Excellent customer service and communication skills.

Responsibilities

• Provide first-level technical troubleshooting support via phone, chat, remote tools, and in-person.
• Resolve tickets efficiently and document interactions in the helpdesk system.
• Manage user accounts including password resets and group modifications.
• Research and resolve issues, escalating to tier 2 when needed.
• Install, update, test, and configure software for end users.
• Log all support calls in the ticketing system.
• Travel to various offices within the service area as required.
• Assist with IT training for staff and new system rollouts.

Skills

Customer service

Communication

End-user support

Troubleshooting

Multitasking

Team collaboration

Documentation

Password/account management

Education

Associate's degree or equivalent IT education

A+ certification

Tools

Microsoft Windows OS

Microsoft 365

Mobile Device Management

Job description

IT Help Desk Technician

Franklin County, OH

Integrated Services for Behavioral Health (ISBH) is a community-minded, forward-thinking behavioral health organization helping people along the road to health and well-being. We meet people in their homes and communities and help connect them to the resources they need. We serve Southeast and Central Ohio with a comprehensive array of behavioral health and other services—working with local partners to promote healthy people and strong communities. All of our services are intended to be collaborative and personalized for the individual.

The pay range for this position is $25.66 - $30.06 per hour based on experience, education, and/or licensure.

Essential Functions

• Provide first-level technical troubleshooting support to resolve general internal ISBH IT and/or system support issues via telephone, chat, remote communication tools, as well as in person.
• Ensure all assigned tickets are resolved in an efficient, timely, complete, and customer-friendly manner.
• Responsible for account management, including resetting passwords, unlocking accounts, modifying user groups, creating accounts, disabling accounts, deleting accounts, and troubleshooting account problems/issues.
• Research and resolve all assigned technical issues in a timely and efficient manner, and/or elevate the issue to tier 2 support as appropriate.
• Appropriately document all customer interactions within each assigned help desk ticket.
• Installs, updates, tests, and configures software components for end users as necessary.
• Apply diagnostic tools, skills, and experience to aid in troubleshooting and resolving all assigned technical issues.
• Test fixes to technical issues to ensure problem resolution and customer satisfaction.
• Perform ongoing preventative maintenance on endpoint devices as required.
• Build new endpoint devices as necessary, following published procedures, to support new hires and/or ongoing device refresh cycles.
• Rebuild existing endpoint devices as necessary, following published procedures, to support device reuse and/or issue resolution.
• Appropriately wipe endpoint devices, following published procedures, in support of device recycling and/or device refresh cycles.
• Work on special IT or technology projects as assigned.
• Log all support calls and interactions into the helpdesk ticketing system.
• Provide technical training on ISBH systems for all staff, including new hire orientation, new systems rollout, and special projects or initiatives as necessary.
• Follow up with end users post ticket resolution to help ensure customer satisfaction.
• Maintain appropriate IT inventory documentation and update the inventory system in a timely manner as changes occur.
• Remove viruses and/or infected files as appropriate and communicate with staff regarding potential risks.
• Adhere to the ISBH Confidentiality Policy.
• Participate in New-Hire Orientation as needed.
• Other technology projects and tasks as assigned by the supervisor.
• Travel to offices throughout the service area is required.
• Associate’s degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification required. A+ certification required.
• At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment required.
• One year of experience in a Healthcare IT setting preferred.
• Excellent customer service and communication skills.
• In-depth knowledge of desktop support, as well as basic computer hardware and software troubleshooting.
• Basic knowledge of networking principals including configuration of network routing and firewall rules.
• In-depth knowledge of Microsoft Windows and network security.
• In-depth knowledge of Microsoft 365 and cloud computing environment.
• Basic knowledge of installation and management of software (updates, tools, etc.).
• In-depth experience providing customer service support via in-person, phone or remote means.
• Experience with mobile device management.
• In-depth ability to troubleshoot, repair, and configure PC's, switches, routers, etc.
• Working knowledge of wireless networking required.
• Strong interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams.
• Strong organizational skills and the ability to manage multiple tasks and priorities.
• Ability to work collaboratively as part of a multidisciplinary team.

This position requires moderate physical effort on a regular basis, as in frequent traveling, standing, walking, bending, prolonged sitting, stooping, or reaching and/or occasional lifting.

Benefits

• Medical
• Vision
• Short-term Disability
• Long-term Disability
• 401K w/ Employer Match
• Employee Assistance Program (EAP) provides support and resources to help you and your family with a range of issues.

Enjoy a great work environment with an excellent salary, generous paid time off, and a strong benefits package!

OUR MISSION

Delivering exceptional care through connection

OUR VALUES

• Dignity - We meet people where they are on their journey with respect and hope
• Collaboration - We listen to understand and ask how we can best support the people and communities we serve
• Wellbeing - We celebrate one another's strengths, and we support one another in being well
• Excellence - We demand high-quality care for those we serve, and are a leader in how we care for one another as a team
• Innovation - We deeply value a range of perspectives and experiences, knowing it is what inspires us to stretch past where we are and reach towards what we know is possible

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.