IT Help Desk Technician

The Mental Health Association of Columbia-Greene Counties, Inc.; New Jersey; Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

401K plan

Paid holidays

Job summary

The Mental Health Association of Columbia-Greene Counties Inc. is seeking a full-time Information Technology Help Desk Technician to support staff across locations.

The role covers ticketing, on-site and remote assistance, and collaboration with the IT team to keep systems secure and available. This position involves occasional travel to other agency sites and a standard 40-hour work week.

Qualifications

• 2-5 years of help desk or customer support experience.
• Strong knowledge of M365 (Intune, Exchange Online, Identity, SharePoint Online).
• Proficient with Windows 11, Office, and mobile devices.

Responsibilities

• Provide first-level support via tickets, phone, or walk-ins.
• Collaborate with IT customer service support team to resolve issues.
• Travel to other sites to address tickets when needed.
• Record, track, and close issues in the IT ticketing system.
• Maintain security practices and HIPAA/NIST compliance.

Skills

Customer service

Ticketing systems

M365 / Intune / Exchange Online

Windows 11

Active Directory

Networking concepts

HIPAA / NIST compliance

Remote support

Documentation & reporting

Tools

NinjaOne

Mosyle

ConnectWise

Active Directory

HPE Aruba

Fortigate

Ubiquiti

Cisco

Job description

The Mental Health Association of Columbia-Greene Counties Inc. is looking to fill a full time Information Technology Help Desk Technician position.

The IT department is a critical component of the Administration team of the agency. The department is responsible for managing and maintaining the technology infrastructure that enables the agency to function efficiently to fulfill its mission to our community. The IT Department ensures that all technology resources are available, functional, and secure.

Position Type: Full Time-40 Hours/Exempt

Pay Range: $65,000.00-$70,000.00

Work Location: 713 Union St., Hudson, NY 12534

Shift Schedule: Monday-Friday 9:00am-5:00pmwith possible evenings and weekends as needed for projects

Job Duties:

• Provide first-level contact and convey resolutions to staff issues which may come in via tickets, phone calls, or walk-ins to the IT office (located at the Main Office).
• Will work closely with Omnis, our IT customer service support team.
• Travel to other sites to address tickets when needed.
• Properly elevate unresolved queries to Director or Assistant Director.
• Track, route, and redirect problems to other administration departments or resources.
• Follow up with staff, provide feedback and see problems through to resolution.
• Ensure proper recording, documentation, and closure in IT Ticketing System.
• Employ outstanding customer service abilities to foster a hospitable atmosphere for staff members.
• Recommend improvements to procedures, documentation, and training in order to improve the department and staff experience.
• Preserve and grow your knowledge of procedures, products, and services used by the agency and staff.
• Follow best practices when resetting passwords or completing other such tasks with sensitive data (HIPAA, NIST, etc).
• Relevant skills and experience as a helpdesk technician or other customer support role.
• 2-5 years of experience preferred.
• Working technical knowledge of, M365 especially Intune, Exchange Online, Identity, and SharePoint Online, Microsoft Windows 11, Microsoft Office (Word, Excel), Apple iOS Devices, RMM & MDM software (NinjaOne, Mosyle, etc), Active Directory, Ticketing systems (Connectwise, etc), Networking equipment (HPE Aruba, Fortigate, Ubiquiti, Cisco, switching, routing, and wireless), Networking Concepts (DHCP, DNS, NAT), VoIP Phones, Basic printer installation and service and Basic computer security concepts.
• Openness to candidates with diverse educational backgrounds, including vocational training, self-taught proficiencies, or significant life experiences.
• People-oriented and cool-tempered.
• Working knowledge of software, hardware, desktop/server operating systems, mobile devices, cloud platforms, networks, and/or other tech products.
• Demonstrate a commitment to Diversity, Equity, and Inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• Ability to demonstrate the following skills through past achievements, regardless of formal education:
• Diagnose and resolve basic technical issues.
• Excellent communication skills.
• Independently Manage tasks.

**This position offers some flexibility to work remotely based on agency needs and supervisor approval**

**Regular and steady attendance is a requirement for all positions.

Candidates from historically underrepresented groups are encouraged to apply.

All offers are contingent upon successful Statewide Central Registry (SCR), fingerprint clearance and possession of a valid NYS driver’s license with a MVR eligible for agency insurance coverage and reliable transportation.

As an Equal Opportunity Employer, we do not discriminate in our employment practices due to an applicant's sex, race, color, religion, national origin, citizenship, age, creed, disability, veteran status, marital status, familial status, military status, domestic violence victim status, sexual orientation or gender identity/expression (including transgender status), predisposing genetic characteristics/genetic information or carrier status, ancestry, ethnic group identification, ethnic background, traits historically associated with race, reproductive health decision making, or any other category protected by applicable federal, state, or local law. At the Mental Health Association, we believe a diverse and inclusive workforce makes the best workforce.

Full TimeBenefitsincludeMedical, Dental, Life and AD&D plan. Profit Sharing Account (employer contribution) plus Voluntary Vision, Life, AFLAC, Telemedicine (Concierge Medical), Voluntary 401K plans, EAP, generous sick, vacation, personal time, paid holidays, mileage reimbursement at the federal rate per mile driven for business use, tuition reimbursement and much more. Plus, you get to be part of a dynamic, diverse, and supportive behavioral health organization whose mission is to "Provide education and advocacy, and to enhance the wellbeing of individuals, families and communities."