IT Help Desk Technician

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.

IT Help Desk Technician Requirements

• Proficient in English;
• Excellent communications, organization, and time management skills;
• Able and willing to understand and adhere to all corporate policies and IT helpdesk procedures, i.e. SLA’s, privacy ;
• Strong ability to prioritize support cases based on overall impact;
• Working knowledge of windows Operating systems ;
• Working knowledge of basic Networking;
• Good understanding of computer systems and mobile devices;
• Able to work on a back lit monitor during 8-hour shift;
• Able to participate in week- long after-hours on-call rotations;
• Able to lift 50lbs .

IT Help Desk Technician & Responsibilities

• 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;
• Utilize excellent customer service skills;
• Guiding end users in the use of the self-service portal in order to reduce future Help Desk requests;
• Creating and maintaining staff user accounts in Active Directory;
• Creating and maintaining staff user accounts in Electronic Health Record Application;
• Disabling 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.;
• Escalating cases if the determination is made that an on site visit is required or troubleshooting has been exhausted without resolution;
• Diagnosis and repair of PC hardware;
• Diagnosis and repair of Printer hardware.;
• Configuring Apple IOS using company standards.;
• Updating IOS on company devices;
• Installing Windows past and current Windows OS;
• Troubleshooting of Windows OS issues and errors;
• Configuring Mobile devices to comply with High Point’s wireless technology standards;
• Encrypting Mobile windows devices.;
• Ensuring all mobile users sign all paperwork revolving around mobile use and assigned devices;
• Basic understanding of windows file security;
• Resetting of EMR user accounts ;
• Maintaining and troubleshooting of windows local user profile settings;
• Logging user of windows from a remote session.;
• Keeping windows drivers up to date;
• Keeping the IT knowledge base up to date with any new installations, troubleshooting steps or findings while addressing new issues;
• Placing equipment orders and updating IT asset inventory;
• Keeping the IT inventory up to date for both new and already owned devices;
• Direct unresolved issues to the next Level of support personnel;
• Must be able to participate in off-hours on-call support rotation for one week at a time
• .

IT Help Desk Technician Qualifications

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