IT Help Desk Technician

Position Title: Information Technology (IT) Help Desk Technician

FTE / Classification: Part-Time, Temporary

Location: Hackensack and Oradell Offices

Hours: (8:30 am – 2 pm + ½-hour unpaid lunch) - 25 Hours a week

Hourly Rate: $21.00 an hour

The Information Technology (IT) Help Desk Technician acts as the liaison between NJFH, our Electronic Health Record provider, our IT Management Service Provider (MSP), and other contracted providers to plan for and address systems needs and improvement projects. They are responsible for providing technical support and assistance to end users across the agency. They are a point of contact for staff and provide on-site support as well as by phone, or remotely.

Although each position has its own unique duties and responsibilities, the following listing applies to every employee of North Jersey Friendship House, Inc.:

• Works towards accomplishing department/Agency goals.
• Maintains confidentiality and immediately reports to management breaches in confidentiality.
• Practices job requirements on accurate, timely and regular basis.
• Observes and maintains appropriate professional boundaries with members, co-workers and supervisors.
• Attend all scheduled meetings assigned.
• Meets relevant continuing/training requirements.
• Completes all required documentation/paperwork accurately and within established time frames.

• Act as liaison between NJFH and MSP and prepare for and coordinate quarterly review meetings.
• In response to tickets submitted and assigned, perform remote and on-site troubleshooting through diagnostic techniques and pertinent questions, and determine the best solution based on the issues and details provided by staff.
• Walk the staff through the problem-solving process.
• Redirect unresolved issues to the next level of support personnel / MSP.
• Collaborate with MSP to provide accurate information on IT products or services.
• Record events and problems and their resolution as indicated by NJFH and our MSP.
• Collect and relay feedback or suggestions by staff to the appropriate internal team and MSP.
• Work with leadership team and MSP to identify and suggest possible new and/or improvements to IT related procedures, equipment and systems.
• Provide day-to-day support to all staff regarding Carelogic needs, including troubleshooting, access issues and acting as liaison with Qualifacts/Carelogic.
• Onboarding and off boarding of staff:
  • In collaboration with MSP and as part of on-site responsibilities, complete systems on-boarding and off-boarding for all new hires and current staff. This includes systems' access based on the staff's job responsibilities, access control (if applicable), and time clock management. Provide on-site training as necessary.
  • Verify staff has shortcuts and provides training on how to access all agency SaaS based systems:
    Outlook and Office 365, SharePoint, iSolved, Relias Training and Carelogic (if applicable), Cyber Security Training (Knowbe4) and Help Desk.
  • Oversee Key Fob and building access (Oradell App) system including onboarding and offboarding of staff.
• Maintain mobile device management for all agency mobile devices.
• Provides training, FAQs and/or tutorials on any new systems implemented.
• Other duties as assigned by the CEO or Executive Director of Operations

• Education in computer sciences or similar, and/or related experience
• Exceptional computer and system management skills
• 1-3 years managing computer systems.
• Ability to thrive in a fast-paced, multi-faceted environment.
• Ability to communicate effectively with organizations and stakeholders.
• Computer skills must include proficiency in Quick Books, Microsoft Office 365, SharePoint/One Drive/Teams, and electronic health record systems.

North Jersey Friendship House is an Equal Opportunity Employer.