Helpdesk Support Technician

4 weeks ago

Hudson, United States Mental Health Association of Columbia-Greene Counties, Inc. Full time

Job Type

Full-time

Description

Are you looking for a rewarding career in IT while supporting Mental Health & Human Services? Apply today to join an amazing team, dedicated to advocating the health & well-being of individuals, families, and communities. The Mental Health Association of Columbia-Greene Counties Inc. is looking to fill the position of Helpdesk Support Technician.

The Helpdesk Support Technician will be the first point of contact for employees experiencing IT issues. This role requires a service-oriented individual with strong problem-solving skills and a broad knowledge of IT systems and applications. The successful candidate will provide technical support over the phone, via email, and in person and work primarily out of the IT Office, located at the primary office.

This position is full time, Monday through Fridays mostly 9-5pm, $20 per hour.

Full Time Benefits include Medical, Dental, Life Benefit. Pension (employer contribution) plus Voluntary Vision, Life, AFLAC, Telemedicine (Concierge Medical), Voluntary 401K plans, EAP, generous sick, vacation, personal time, paid holidays, tuition reimbursement and much more. Plus, you get to be part of a dynamic, diverse, and supportive behavioral health organization whose mission is to "Provide education and advocacy, and to enhance the wellbeing of individuals, families and communities."

We value the unique contributions that come from diverse backgrounds. Even if you feel you do meet everything in this description, if you're passionate about IT and working at a Non-Profit, we encourage you to apply.

Job duties include:

  • Provide first-level contact and convey resolutions to staff issues which may come in via tickets, phone calls, or walk-ins to the IT office
  • Travel to other office sites to address tickets when needed
  • Properly escalate unresolved queries to appropriate IT staff
  • Track, route, and redirect problems to other administration departments or resources
  • Walk staff through problem-solving processes
  • Follow up with staff, provide feedback and see problems through to resolution
  • Ensure proper recording, documentation, and closure in IT Ticketing System
  • Employ outstanding customer service abilities to foster a welcoming atmosphere for staff
  • Recommend improvements to procedures, documentation, and training to improve the department and staff experience
  • Preserve and grow your knowledge of procedures, products, and services used by the agency and staff
  • Follow best practices when resetting passwords or completing other such tasks with sensitive data (HIPAA, NIST, etc.)
  • Keep workspace clean and tidy, regularly organizing office and workspace and place devices in appropriate storage locations
  • Notify Director for IT supplies that need to be reordered and regularly review IT stock
Requirements

Experience
  • Openness to candidates with diverse educational backgrounds, including vocational training, self-taught proficiencies, or significant life experiences
  • Relevant skills and experience as a helpdesk technician or other customer support role
  • 2-5 years of experience preferred
  • People-oriented and even-tempered
  • Working knowledge of software, hardware, desktop/server operating systems, mobile devices, cloud platforms, networks, and/or other tech products
Skills

Ability to demonstrate the following skills through past achievements, regardless of formal education:
  • Diagnose and resolve basic technical issues
  • Excellent communication skills (verbal, written, and interpersonal)
  • Independently manage tasks
  • Ability to work with a diverse population of urban, suburban and rural cultures and with staff & community members from varying socioeconomic backgrounds.
Requirements
  • Must have an understanding of cultural family differences and values with the ability to remain non-judgmental.
  • Must have an understanding of HIPPA privacy laws and adhere to them.
  • Demonstrate a commitment to Diversity, Equity, and Inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
  • Must have a High School Diploma or equivalent
  • Regular and steady attendance is a requirement for all positions
  • Candidates from historically underrepresented groups are encouraged to apply.


All offers are contingent on the candidate's ability to obtain a Statewide Central Registry and Fingerprint clearance and must have a valid NYS Driver's License and a clean MVR.

As an Equal Opportunity Employer, we do not discriminate in our employment practices due to an applicant's sex, race, color, religion, national origin, citizenship, age, creed, disability, veteran status, marital status, familial status, military status, domestic violence victim status, sexual orientation or gender identity/expression (including transgender status), predisposing genetic characteristics/genetic information or carrier status, ancestry, ethnic group identification, ethnic background, traits historically associated with race, reproductive health decision making, or any other category protected by applicable federal, state, or local law. At the Mental Health Association, we believe a diverse and inclusive workforce makes the best workforce.

Salary Description

$20.00

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