IT Assistant

ADP; Hagerstown (MD); On-site; USD 37,000 - 42,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Job summary

Optimal Case Management is seeking an IT Assistant to support all electronic information systems at our Hagerstown office. This full-time role maintains desktops, phones, and peripherals, troubleshoots hardware and software, and supports biometric fingerprinting technology.

You will provide basic end-user training, respond to help desk tickets within 24 hours, and ensure security and privacy policies are followed.

Qualifications

• High school diploma or equivalent.
• 1–3 years of IT support experience.
• Experience with installation, troubleshooting, and replacement of hardware, software and network components for desktops, laptops, tablets, peripherals, and mobile phones.
• Excellent Microsoft Office and Google Drive knowledge.
• Proficient with or able to quickly learn various computer hardware and software.
• Must obtain CJIS fingerprinting technician certification within 90 days of hire.
• Bachelor's degree in Information Technology or related field (preferred).
• Microsoft A+ or other IT certification (preferred).
• CJIS Fingerprinting Training certification (preferred).

Responsibilities

• Install, configure, upgrade, repair and maintain desktops, laptops, tablets, cell phones, and other peripherals.
• Connect hardware/software with diverse systems and servers.
• Respond to IT Help Desk tickets within 24 hours and diagnose root causes.
• Provide end-user training and create training materials.
• Receive guests as front desk receptionist when in office.
• Utilize biometric fingerprint technology following privacy and security policies.
• Execute duties efficiently, ethically, and per policy.

Skills

IT Support

Hardware Troubleshooting

Software Installations

Google Suite

Microsoft Office

CJIS Fingerprinting

Education

High School Diploma

Bachelor's degree in Information Technology (preferred)

Tools

Google Drive

Windows OS

Networking basics

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Assistant

Full Time Clerical Corporate Office, Hagerstown, MD, US

$18.00 To $20.00 Annually

INFORMATION TECHNOLOGY ASSISTANT

POSITION SUMMARY

The Information Technology Assistant (IT Assistant) supports all electronic information systems, including networks, computers, desk phones, cell phones, and peripherals. The IT Assistant will also maintain all electronic information systems, telecommunication technologies, and fingerprinting technology. The IT Assistant performs job duties according to Optimal’s mission, vision, and philosophy.

REPORTS TO

REQUIRED EDUCATION AND EXPERIENCE

High school diploma or equivalent

At least 1-3 years of information technology support experience

Experience with installation, troubleshooting, and replacing hardware, software, and network components through patches, updates, or other methods for desktops, laptops, tablets, peripherals, and mobile phones.

Excellent Microsoft Office and Google Drive knowledge.

Proficient with or able to quickly learn various computer hardware and software.

Strong critical thinking and analytical skills.

Strong work ethic with personal qualities of integrity and credibility.

Must obtain CJIS fingerprinting technician certification within 90 days of hire.

PREFERRED EDUCATION AND EXPERIENCE

Bachelor's degree in Information Technology or related field

At least one year of customer service experience

Microsoft A+ or other information technology certification

CJIS Techniques of Fingerprinting Training certification

ESSENTIAL FUNCTIONS

Install, configure, upgrade, repair, and maintain desktops, laptops, tablets, cell phones, and other peripheral equipment and related software.

Connect hardware and software with diverse systems such as associated validation systems, file servers, email servers, application servers, and administrative systems.

Respond to IT Help Desk support request tickets within 24 hours, perform diagnostic operations to determine and resolve the root cause of problems, and report ticket statistics monthly.

Provide basic end-user training for intranet and software applications and create end-user training materials as necessary.

Receive guests and visitors as a front desk receptionist when working in the office alone.

Utilize biometric fingerprint technology, including capturing fingerprint data, and ensuring compliance with data privacy regulations while adhering to strict security protocols and legal considerations surrounding the use of biometric information.

Execute duties and represent Optimal efficiently, cooperatively, and ethically.

Execute procedures as outlined in the Optimal Policy and Procedure Manual.

Comply with Optimal compliance measures.

Comply with Optimal Personnel Record Policy, including updating applicable licenses, health screenings, and CPR/FA certification.

Comply with the Optimal Equipment Policy, and do not share usernames and/or passwords with or give anyone access.

Comply with the provisions of State, local, and Federal laws, regulations, ordinances, requirements, and codes that apply to the performance of services to be rendered.

Comply with federal, state, and local laws by not discriminating against anyone based on race, color, national origin, age, sex, sexual orientation, religion, disability, or any other protected basis.

COMPETENCY

Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

Excellent organizational skills and attention to detail.

Proficient in Google Suite or similar software.

Basic understanding of clerical procedures, systems, and electronic storage media.

Basic understanding of office equipment.

Ability to maintain confidential information.

Ability to respond to calls and emails within 24 hours, Monday through Friday, and intervene when services are needed in times of crisis and/or outside regular work schedules.

Ability to identify and resolve minor technology issues and use critical thinking to escalat[e] an issue for additional support.

Ability to answer, screen, and direct phone calls using multi-line desk and mobile phone; take messages.

Ability to greet, assist, and provide direction and information to clients, visitors, and other guests of the organization.

Coordinate with other departments to assist in the onboarding process.

Coordinate with external vendors to resolve technical problems with end-user hardware and software.

Maintain information technology inventory database.

Performing other duties as assigned.

Communicate using professional written and oral communication skills.

Ability to work independently, prioritize work activities, and manage time efficiently.

Maintain the proper use of company equipment, including laptops and mobile phones.

Adhere to privacy and confidentiality of client records and communication as outlined in HIPAA regulations, Optimal policy, and state and federal laws.

Comply with the Optimal Equipment Policy, and do not share usernames and/or passwords with or give anyone access.

Participate in regularly scheduled meetings and complete training as required to execute job duties and as requested by the DDA and Optimal.

Notify the immediate supervisor at least four (4) hours before the start of the work day if unable to report to work.

SUPERVISORY RESPONSIBILITY

This position is not responsible for supervising others.

Reports to the Director of Information Technology.

WORK ENVIRONMENT

As an “essential” employee, you may be called upon to assist with natural disasters and public health emergencies.

PHYSICAL DEMANDS

Being in a seated position for extended periods of time.

Manual dexterity is required to manipulate small objects, such as using a keyboard.

Strength to lift and carry files weighing up to 10 pounds.

POSITION TYPE AND EXPECTED HOURS OF WORK

The introductory period will last 90 days from the employee’s start date.

Full-time, 8:30 a.m. to 5:00 p.m., Monday through Friday.

TRAVEL

The position may travel to off-site locations to provide fingerprinting or IT services.

The position may travel to facilitate equipment exchanges with remote employees.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

Current and active CPR and First Aid certification

Normal tuberculosis skin test (or Chest X-ray within 12 months)

At least three (3) letters of reference (must be in good standing)

BENEFITS

Medical, Dental, and Vision Insurance

Company-paid Life and Long-Term Disability insurance

Company-paid holidays

Paid time off

Paid holidays

401(k) Retirement plan with employer match

Supplemental Benefits Program

Employee assistance program

Mileage reimbursement at Federal mileage rate

Our Commitment to Equal Employment Opportunity

Optimal Case Management provides equal employment opportunities to qualified applicants and employees and makes employment decisions based on legitimate job‑related qualifications, experience, performance, and organizational needs. Employment decisions are made without unlawful discrimination based on any status protected by applicable federal, state, or local law.

Reasonable accommodations are available to qualified applicants and employees with disabilities and for other legally protected accommodation needs in accordance with applicable law. Send application accommodation requests through our careers page at https://optimalcm.com/

Background and Pre-Employment Requirements

Employment is contingent upon successful completion of job‑related pre‑employment requirements applicable to the position. Any background screening or other pre‑employment review will be conducted at the appropriate stage of the hiring process and in accordance with applicable law. Applicants must not be employed by or provide services for more than one Maryland Medicaid provider at the same time.

AFFIRMATIVE ACTION PLAN (AAP) / EQUAL EMPLOYMENT OPPORTUNITY (EEO)

Optimal is an equal opportunity employer. Per anti-discrimination law, this policy's purpose is to effectuate these principles and mandates. Optimal prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Optimal conforms to the spirit and the letter of all applicable laws and regulations.

DISCLAIMER

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.