Help Desk Coordinator

Position: IS Help Desk Coordinator
Company Mission/ statement:

Our mission is to inspire and empower people to seek and maintain recovery and health. Daymark Recovery Services, Inc. is a mission driven, comprehensive community provider of culturally sensitive mental health and substance abuse services.

Comprehensive Benefits Package:

• Medical, Dental and Vision Insurance
• Health Spending Account
• Company-Paid Life Insurance
• Short Term Disability
• 401(k)
• Paid Holidays
• Paid Vacation and Sick Leave
• Employee Assistant Program
• Referral Bonus Opportunities
• Extensive Internal Training Program

Pay Scale: $17.50/hr.

Summary: The Help Desk Technician is responsible for assisting end users with routine troubleshooting of hardware and software applications, tracking and escalation of unresolved problems or requests, modifications to system control files, new hire orientation for Information Systems, maintaining technical documentation, and supportive services for the Information Systems department.

Essential Duties and Responsibilities:

• End user application and hardware assistance
• Creating/maintaining technical documentation
• Providing administrative support functions for IS team
• Staff Training
• Performs miscellaneous job-related duties as assigned

Special Attributes: Applicant must be able to continuously learn the evolving software application set made available to different groups of staff for the purposes of effective technical support. Application sets include office suites such as Microsoft Office and behavioral healthcare specific applications such as the Nextgen Enterprise EHR. Applicant must possess excellent telephone, organizational, and technical writing skills.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to assist staff with industry-based applications such as appointment scheduling, administrative intakes, clinical intakes and progress notes.
• Ability to assist staff with office suite applications such as Microsoft Word, Excel, Outlook.
• Ability to use remote control and remote diagnostic utilities for training and support purposes.
• Ability to manage the categorization, logging, and tracking of a large number of outstanding requests and problem reports.
• Ability to build and maintain a knowledge base for users and help desk team

Education and/or Experience: Minimum High School degree. Prefer 2 year degree/certification in computer science or related field. Prefer 2 years' experience in call center/front office operations and/or software technical support.