IT Help Desk

Job Details

Job Location:

3057 Acushnet Ave
- New Bedford, MA 02745

Education Level: High School/GED

Salary Range: $24.00 - $27.25 Hourly Summary

The Help Desk Support candidate will provide first-level support to all employees seeking answers to questions or issues around all technical needs. This role will field support requests by phone, email or web to provide better and immediate support to employees having issues. Candidate will work with other IT team members to coordinate schedules, elevate cases and provide additional assistance as needed.

Child and Family Services recognizes the power in Diversity and believes that Equity is a Human Right.

Child & Family Services carefully considers a wide range of factors when determining compensation including, but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may include a bonus or other incentives.

Therefore, final offer amounts may vary from the amount stated.

• Serve as the first point of contact for the Information Technology department’s Electronic Health Record (EHR) and Technical teams using phone or electronic ticket system
• Triage employee technical issues by asking questions and documenting information pertaining to staff concerns
• Perform troubleshooting using diagnostic techniques to resolve common and Level 1 technical issues
• Escalate cases which require admin-level access, custom configurations, database edits, or server/network changes
• Utilize excellent customer service skills when triaging employee issues
• Lead creation of new hire accounts in all 3rd party and on-premises systems
• Lead creation of new hire accounts in all EHR environments
• Lead terminations of employee accounts in all 3rd party and on-premises systems
• Lead terminations of employee accounts in all EHR platforms and related integrations
• Assist both EHR and Technical teams with any ongoing projects as needed
• Recording all interactions involving technical assistance
• Follow-up and updating staff ticket statuses
• Manage Help Desk tickets in a timely manner and meet all SLA’s
• Follow-up with employees to ensure issues are resolved
• Watch for issue trends and report to Director of IT
• Run diagnostics to resolve customer reported issues
• Maintain inventory system
• Other duties as assigned

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

High School diploma or equivalent with technical background or call center experience preferred.

• Awareness of personal attitudes, beliefs, biases, and assumptions about others
• Knowledge of the various dimensions of diversity, including gender, race, and ethnicity
• Acknowledging that people from other cultural groups may not share the same beliefs and practices or perceive experiences in the same way
• Cultural knowledge of key populations that will be served to address disparities in service delivery
• Demonstrates positive attitudes towards cultural differences by showing respect and openness towards people whose social and cultural background is different from one's own
• Demonstrates skills for communication and interaction across cultures, including the ability to recognize and manage personal behaviors, moods, and impulses to create an inclusive, equitable, and…