IT Help Desk Technician

Overview

IT Help Desk Technician position with Integrated Services for Behavioral Health (ISBH) in Franklin County, OH. ISBH is a behavioral health organization serving Southeastern and Central Ohio, delivering a range of services and support to people in homes and communities. The IT Help Desk provides professional level technical support to employees, providers, interns, temporary staff, and contractors across ISBH locations.

The position involves hardware, software, system, telecom, and technology troubleshooting, installation, configuration, maintenance, and problem resolution. Responsibilities include responding to telephone, email, and helpdesk requests and researching issues that may require additional resources. The pay range is $25.66 - $30.06 per hour based on experience, education, and/or licensure.

• Provide first-level technical troubleshooting support to resolve general ISBH IT and/or system issues via telephone, chat, remote tools, and in-person interactions.
• Resolve assigned tickets in an efficient, timely, complete, and customer-friendly manner.
• Manage user accounts (reset passwords, unlock accounts, modify groups, create/delete accounts) and troubleshoot account problems.
• Research and resolve technical issues promptly or escalate to tier 2 support as appropriate.
• Document all customer interactions within each help desk ticket.
• Install, update, test, and configure software components for end users as needed.
• Apply diagnostic tools and experience to troubleshoot and resolve issues.
• Test fixes to ensure problem resolution and customer satisfaction.
• Perform ongoing preventative maintenance on endpoint devices and support device refresh cycles.
• Build, rebuild, and wipe endpoint devices following published procedures to support new hires and device lifecycle management.
• Work on special IT or technology projects as assigned.
• Log all support calls and interactions in the ticketing system.
• Provide technical training on ISBH systems for staff, including new-hire orientation and system rollouts as needed.
• Follow up with end users after ticket resolution to ensure satisfaction.
• Maintain IT inventory documentation and update the inventory system in a timely manner.
• Remove viruses or infected files when appropriate and communicate risks to staff.
• Adhere to the ISBH Confidentiality Policy and participate in new-hire orientation as needed.
• Travel to ISBH offices throughout the service area is required.
• Collaborate on other technology projects as assigned by the supervisor.

• Associate’s degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification; A+ certification required.
• At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment.
• One year of experience in a Healthcare IT setting is preferred.
• Excellent customer service and communication skills.
• In-depth knowledge of desktop support and basic computer hardware and software troubleshooting.
• Basic knowledge of networking principles, including configuration of network routing and firewall rules.
• In-depth knowledge of Microsoft Windows and network security.
• In-depth knowledge of Microsoft 365 and cloud computing environment.
• Basic knowledge of software installation and management (updates, tools, etc.).
• Experience providing customer service support via in-person, phone, or remote means.
• Experience with mobile device management.
• Ability to troubleshoot, repair, and configure PCs, switches, routers, etc., and working knowledge of wireless networking.
• Strong interpersonal and communication skills; ability to work with multi-departmental teams and manage multiple tasks and priorities.
• Ability to work collaboratively as part of a multidisciplinary team.

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• Medical
• Vision
• Short-term Disability
• Long-term Disability
• 401K with Employer Match
• Employee Assistance Program (EAP)

OUR MISSION - Delivering exceptional care through connection

OUR VALUES - Dignity, Collaboration, Wellbeing, Excellence, Innovation

We’re an equal opportunity employer. All applicants will be considered for employment without consideration of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.