IT Help Desk Technician

Integrated Services for Behavioral Health; Washington Court House (OH); On-site; USD 34,440 - 41,328; Full time

Benefits offered by this job

Medical

Dental

Vision

Short-term Disability

Long-term Disability

401K w/ Employer Match

Employee Assistance Program (EAP)

Job summary

Integrated Services for Behavioral Health (ISBH) seeks an IT Help Desk Technician to provide frontline technical support for staff, providers, interns, and contractors across the state of Ohio. You will troubleshoot hardware, software, telecom, and network issues, document all interactions, and assist with device provisioning and maintenance.

This role requires travel to ISBH offices in the service area. A+ certification and Windows-based IT experience are essential, with healthcare IT

Qualifications

• Associate degree or equivalent IT training; A+ certification required.
• 3+ years helpdesk or IT support experience in Windows environment.
• Healthcare IT experience preferred.

Responsibilities

• Provide frontline IT helpdesk support via phone, chat, email, and in person.
• Resolve, document, and close tickets with timely communication.
• Manage user accounts, password resets, and access permissions.
• Install, configure, and maintain software and endpoints; perform hardware troubleshooting.
• Document interactions and follow up to ensure customer satisfaction.
• Support device provisioning, updates, and lifecycle refreshes.
• Assist in IT projects and inventory management across sites.

Skills

Customer service

Windows support

Remote support

Microsoft 365

Networking basics

PC hardware troubleshooting

Mobile device management

Troubleshooting

Education

Associate degree in IT or related field

A+ certification

Tools

Windows

Microsoft 365

Networking equipment

Cloud computing environments

Remote support tools

Job description

We are seeking an 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 southeastern 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.

This position will be responsible for providing a professional level of technical support to all employees, providers, interns, temporary staff, and contractors at all of our locations across the State of Ohio. This support will consist of hardware, software, system, telecom, and technology troubleshooting, installation, configuration, maintenance, and problem resolution. Under indirect supervision, this position will also provide responses to telephone calls, email requests, helpdesk tickets, and direct staff requests for technical support, which may require the helpdesk technician to research and follow up on problems that could require additional resources.

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.

Minimum Requirements

• 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.

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

Benefits include

• Medical
• Dental
• 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.

To learn more about our organization: https://ISBH.org/

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.