IT Help Desk Technician

As a Certified Community Behavioral Health Clinic, CNS Healthcare's mission is to serve the people of our communities. Our Help Desk Technicians are highly valued by all staff as our technical wizards. We are seeking learning-oriented candidates who are resourceful and take initiative in a dynamic work environment. The right candidate for this position is someone who takes pride in their customer service skills and is willing to go the extra mile to support our teams.

We are looking for someone who will thrive as a collaborative member of our Information Technology team.

This position is responsible for providing expert-level support in Information Technology systems. Our Help Desk Technicians provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with business applications, electronic health record systems, processes, and Information Technology devices.

The starting pay for this position is $17.43 - $23.58 hourly rate, and is based on non-discriminatory factors such as skills and experience.

• Employer-paid benefits including dental, vision, life, and short-term disability insurance
• Retirement program with generous company default contribution and match
• Generous PTO program starting at 18 days annually
• 16 paid holidays, including 3 floating holidays
• Paid parental leave
• Student loan forgiveness eligibility, including Public Service Loan Forgiveness (PSLF), HRSA, and more

• Field support tickets, calls, chats, emails, and/or other communication from users
• Identify, investigate, and resolve user problems with computer software and hardware including, but not limited to local and wireless networks, telecommunication systems, Microsoft 365, electronic health record systems, user profiles, and access rights.
• Assemble, install, configure, and test Information Technology equipment and associated software.
• Collaborate with other staff and vendors to solve problems.
• Provide end user support onsite and remotely.
• Participate in on-call rotation to support off-hour scheduled maintenance, support for users, and technical incidents.
• Perform preventative maintenance for computer, data communication and/or peripheral equipment; test and apply security standards.
• Ensure that the CNS Healthcare standards of customer service are applied to interactions with individuals served, guests, and staff.
• Maintain knowledge and compliance with established policies and procedures, HIPAA standards, and other regulatory programs.
• Document all procedures, processes, and measuring performance of systems.
• Provide regular updates on assigned projects, tasks, and the resolution of technical issues.
• Maintain knowledge of technology innovations and trends.
• Perform other related duties as assigned.

• Required:
  • High School Diploma or General Education Diploma (GED)
  • A minimum of 1 year of experience in a technical support role or similar
  • Valid and unrestricted Driver's License
  • Ability to quickly learn an array of computer hardware and software systems
  • Proficiency with Microsoft Office Suite or related software
  • Proficiency in word processing, data entry, and telephone skills
  • Passion for providing an unparalleled customer service experience in a dynamic and diverse work environment
  • Ability to explain technical issues to technical and nontechnical internal and external stakeholders
  • Ability to be forward thinking and take initiative to accomplish goals and objectives
  • Ability to use discretion and judgement when handling matters of a sensitive or confidential nature
  • Strong analytical and problem-solving skills
• Preferred:
  • Associate degree in information systems or similar
  • Certification in technology field or similar
  • Proficiency with electronic health records (EHRs)

• CNS Healthcare (CNS) is a non-profit, Certified Community Behavioral Health Clinic (CCBHC) with seven clinics and two clubhouses in Southeast Michigan. CNS employs approximately 400 employees, paraprofessionals, and support staff, delivering services to more than 7,000 people annually.
• CNS provides comprehensive integrated health services in partnership with several community organizations, and uses a patient-centered approach to identify, support, and promote the overall health of children, adolescents, adults, and older adults.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.