IS Support Service Specialist

Monroe Community Mental Health Authority; Frenchtown Charter Township (MI); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Bi-weekly pay

Vacation, sick, and personal time

Medical plans (4 options)

Dental

Vision

Disability and life insurance

401a Pension Plan

401a Defined Contribution

457 Deferred Compensation

YMCA corporate discount

Job summary

Monroe Community Mental Health Authority is seeking an IS Service Desk Support Specialist to provide technical help desk support, triage incidents, and assist with onboarding and ongoing staff technology needs. The role emphasizes customer-facing support, documentation, and adherence to information security standards.

The incumbent will support Office 365, hardware, software, networking, and phone systems, while maintaining asset inventories and contributing to process improvements within a

Qualifications

• Associate’s degree or equivalent licensing credentials in computer science or related field.
• Three (3+) years of progressively responsible computer operations and network experience.
• Preferred certifications may include CCNA/CCD A/MCSA/MCSE.

Responsibilities

• Provide technical help desk support to end users.
• Triage, resolve, or forward issues using the ticketing system and provide end-user updates.
• Onboard and support ongoing staff technology needs; maintain IT asset inventory.

Skills

Desktop repair

Laptop repair

Network troubleshooting

Office 365 support

Ticketing system

Server backup

Phone system support

IT asset inventory

Documentation

Education

Associate’s degree or equivalent

3+ years computer operations/network experience

Certifications such as CCNA / CCDP / MCSA / MCSE (preferred)

Tools

Office 365

Ticketing system

Job description

ABOUT THE ORGANIZATIONMonroe Community Mental Health Authority is a community based mental health service organization dedicated to consumers living in Monroe County. We provide individual health services for people with any type of behavioral health concerns such as substance abuse, emotional issues, and intellectual and developmental disabilities.Our mission is to enrich lives and promote wellness. We live out that mission by being an inviting resource that offers in-house, referral, and emergency services, as well as support within the community for those in need.BENEFITSBi-weekly payVacation, sick, and personal timeFour medical plans to choose from, eligible first day of hireDentalVisionAflacDisability and life insurance provided by the Agency, optional buy-ups401a Money Purchase Pension Plan, 401a Defined Contribution, and 457 Deferred Compensation retirement plansYMCA corporate discountDESCRIPTIONUnder the general supervision of the Information Systems Staff, the IS Service Desk Support Specialist provides technical support for incident resolution and service requests submitted to the agency’s help desk.Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.The Specialist collects information through customer conversations, email, and the ticketing system; supports onboarding and ongoing staff technology needs; maintains IT asset inventory; and provides hardware, software, network, and phone system support.The role contributes to organizational performance by supporting process improvement, documentation, training, and adherence to information security standards.Technical CompetenciesMust demonstrate knowledge and skills necessary to support agency systems, including:Desktop, laptop, and peripheral hardware installation, repair, and maintenanceNetwork troubleshooting, cabling, and configurationMicrosoft Office 365 support (Word, Excel, PowerPoint, Outlook calendaring, OneDrive/Sync, SharePoint, Teams)Ticketing system managementServer backup processesPhone system support (moves/adds/changes, voicemail, call distribution groups)Documentation creation (SOPs, training guides)IT asset inventory managementESSENTIAL JOB FUNCTIONSHelp Desk & User SupportProvide technical help desk support to end users.Manage the help desk ticketing system; triage, resolve, or forward issues; provide updates to end users.Create a positive customer support experience and build strong relationships as the first point of contact.Provide individual and group instruction on equipment, software, and network features.Provide training and development support for Office Automation and PC applications.Onboarding & System SetupSet up administrative systems, desktop solutions, and phone requirements for new staff.Manage user system account structure.Install standard desktop applications on new systems.Assist with moving and setup of computers, video training equipment, and overhead displays.Hardware, Software & Network SupportTroubleshoot, repair, maintain, install, and test computer equipment, peripherals, data communication, and network systems.Complete work orders including installing equipment, connecting/moving devices, and configuring network components.Install networking hardware/software; maintain cabling; troubleshoot network issues.Configure and set up servers; install agency software.Ensure server backups and networked user backups occur regularly.Perform preventive maintenance on computer and peripheral equipment.Inventory & ProcurementManage IT asset inventory (laptops, screens, phones, etc.).Develop and maintain software/hardware inventory and tracking systems.Order, stock, and store electronic components.Assist with supply procurement for system management.Prepare and submit vendor warranty claims and documentation.Phone System SupportRepair phone system cabling.Perform moves, adds, deletes, and other changes for phone users.Set up calling features (call distribution groups, pick groups, call processing, voicemail).Provide phone support and training to new users.Systems Analysis & Problem ResolutionCorrect production problems by analyzing programs or systems to determine cause and effects.Modify systems, schedules, or files to prevent recurrence.Write and run special programs as needed.Consult with staff, operations, data entry personnel, or technical experts to resolve issues.Documentation & Process ImprovementCreate and update documentation including SOPs and training guides.Maintain computer network documentation and update maintenance manuals.Support organizational process reengineering initiatives.Apply analysis tools to increase quality, productivity, and organizational effectiveness.Participate in long‑range planning for new IT projects.Corporate Compliance ResponsibilitiesMaintain competence with all applicable laws, regulations, and standards under MDHHS, Joint Commission, and other funding sources.Adhere to all MCMHA and CMHPSM policies and procedures.Maintain competence with HIPAA privacy and confidentiality requirements.Interact appropriately with managers and peers; work as a team player.Stay current with federal, state, and agency regulations, laws, and policies.EducationAssociate’s degree or equivalent licensing credentials in computer science or related field.Three (3+) years of progressively responsible computer operations and network experience.Preferred certifications may include:CCNA / CCDAMCITP Server 2008MCSA / MCSEExperienceWorking knowledge of PC networks, servers, software support, network maintenance, hardware, phones/communications, and installation/repair of hardware and software systems.Experience developing and implementing computer system documentation/manuals and training programs preferred.Technical CompetenciesMust demonstrate knowledge and skills necessary to support agency systems, including:Desktop, laptop, and peripheral hardware installation, repair, and maintenanceNetwork troubleshooting, cabling, and configurationMicrosoft Office 365 support (Word, Excel, PowerPoint, Outlook calendaring, OneDrive/Sync, SharePoint, Teams)Ticketing system managementServer backup processesPhone system support (moves/adds/changes, voicemail, call distribution groups)Documentation creation (SOPs, training guides)IT asset inventory managementPHYSICAL REQUIREMENTSFrequent lifting/carrying up to 40 poundsMust be able to hearFrequent sitting, standing, walking, bending, squattingRepetitive grasping and manipulating objectsOTHER JOB SPECIFICATIONSAbility to work in a complex, detail‑oriented, deadline‑driven environmentAbility to read, analyze, and interpret informationAbility to write correspondence and proceduresAbility to maintain recordsAbility to define and solve practical problems, collect data, establish facts, and draw valid conclusionsAbility to influence othersProficiency in Microsoft Outlook, Word, and other required applicationsAbility to communicate effectively in person and by phoneValid driver’s license, insurance, and acceptable driving recordPerforms other duties as assigned.OTHER REQUIREMENTSCompliance with all mandatory trainingsCompliance with all applicable laws, regulations, and standardsAbility to maintain confidentiality and uphold ethical standardsMCMHA is a drug-free workplace.