IT Help Desk Technician

Job Details

Location: IT Department - New Bedford
Education: High School Diploma or GED equivalent, Technical background or call center experience preferred.
Pay Range: $23 - $30/hour (Education & experience dependent)
Hours/Shift: 40 hrs/week - Mon-Fri

High Point & Affiliated Organizations is a health and human service agency whose mission is to treat and prevent substance use disorders and mental illness. High Point has programs located throughout southeastern Massachusetts offering a full continuum of care for substance use and mental health treatment, including inpatient, outpatient, residential, and community-based services. Programs and services also assist survivors of abuse, violence, and families experiencing homelessness.

High Point believes that everyone has inherent goodness, worth, and dignity. Our goal is to help individuals and families achieve personal change and improve their quality of life.

• High School Diploma.
• Technical background or call center experience preferred.
• Must have reliable transportation for any necessary remote site visits.

• Serve as the first point of contact for the Information Technology department using phone or Electronic Ticket system.
• Triage staff technical issues by asking questions and documenting information pertaining to staff concerns.
• Perform remote troubleshooting using diagnostic techniques to resolve common technical issues.
• Guide end users in the use of the self-service portal to reduce future Help Desk requests.
• Create and maintain staff user accounts in Active Directory.
• Create and maintain staff user accounts in Electronic Health Record Application.
• Disable staff user accounts.
• Maintain thorough documentation within support cases.
• Initiate contact and aid end users with their cases in compliance with the IT work order process.
• Escalate cases if determination is made that an on‑site visit is required or troubleshooting has been exhausted without resolution.
• Diagnose and repair PC hardware.
• Diagnose and repair printer hardware.
• Configure Apple iOS using company standards.
• Update iOS on company devices.
• Install Windows past and current Windows OS.
• Troubleshoot Windows OS issues and errors.
• Configure mobile devices to comply with High Point’s wireless technology standards.
• Ensure all mobile users sign all paperwork revolving around mobile use and assigned devices.
• Have a basic understanding of Windows file security.
• Reset EMR user accounts.
• Maintain and troubleshoot Windows local user profile settings.
• Log user of Windows from a remote session.
• Keep Windows drivers up to date.
• Keep the IT knowledge base up to date with new installations, troubleshooting steps or findings while addressing new issues.
• Place equipment orders and update IT asset inventory.
• Keep the IT inventory up to date for both new and already owned devices.
• Direct unresolved issues to the next level of support personnel.
• Participate in off‑hours on‑call support rotation for one week at a time.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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