Cmh Tech Liaison

INTERNAL UNION APPLICANTS WILL BE GIVEN FIRST CONSIDERATION FOR UNION POSITIONS

Under direct supervision of a higher classified employee, provides direct technology support to Washtenaw County Community Mental Health (WCCMH) staff. Serves as a liaison between staff, County Information Management, and other departments to ensure requests are resolved efficiently and effectively. This role supports technology used in clinical, administrative, and field-based settings and requires adherence to HIPAA, privacy, and County policies.

• Provide support for WCCMH staff via phone, email, web portal, or in person, ensuring professional, friendly, and timely assistance.
• Assist WCCMH staff with devices, applications, and access needs; troubleshoot basic issues and elevate complex problems as appropriate.
• Support WCCMH-specific applications and systems, including electronic health records (EHRs), client management systems, and secure communication tools.
• Advocate for staff, representing their needs and experiences to County Information Management and other departments with particular attention to WCCMH operational, clinical, and compliance-related requirements.
• Provide training and guidance to staff either individually or through scheduled sessions.
• Maintain accurate inventory records; coordinates equipment deployment, reassignment, and returns; and ensures compliance with organizational policies and procedures.
• Prioritize and triage support requests based on operational urgency.
• Maintain and utilize knowledge base content; contribute to process improvement initiatives.
• Provide in-person and remote support at WCCMH locations, including occasional travel to local satellite or program sites.
• Record, track, and document support requests, actions taken, and resolutions in applicable systems.
• Analyze recurring support issues and workflows, recommend improvements, and support implementation.
• Participate in and support projects of varying complexity, coordinating tasks and timelines under supervision including WCCMH technology projects such as system upgrades, workflow changes, or new tool implementations.
• Confer with County Information Management, Finance, vendors, and other stakeholders regarding support needs and workflows.
• Provide functional guidance or coordination to colleagues regarding Help Desk best practices and workflow optimization.
• Apply HIPAA, confidentiality, and data security standards when responding to support requests involving protected health information (PHI).
• Serves as the primary point of contact across multiple WCCMH locations for copier and multifunction printer issues, troubleshooting basic problems, coordinating service requests, and working with vendors to resolve hardware or service-related concerns.
• Provide frontline technical support to WCCMH programs including outpatient clinics, residential services, access centers, and administrative offices where technology directly impacts WCCMH service delivery.
• Perform other duties as assigned, including assisting with Help Desk initiatives and end-user support enhancements.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Strong customer service focus with excellent communication, listening, and interpersonal skills.
• Comfortable learning and using technology tools (Microsoft Office, email, web applications, cell phones, tablets, etc.).
• Ability to analyze problems, identify solutions, and escalation appropriately.
• Strong organizational skills and attention to detail.
• Ability to work…