Integrated Services for Behavioral Health

Compensation

Full Description

We are seeking an IT Help Desk Technician Lead! Remote Position, OH Join our Team! Integrated Services for Behavioral Health (ISBH) is a community-minded, forward-thinking behavioral health organization helping people along the road to health and well-being. We meet people in their homes and communities and help connect them to their needed resources. We serve Southeastern and Central Ohio with a comprehensive array of behavioral health and other services, working with local partners to promote healthy people and strong communities. Our services are intended to be collaborative and personalized for the individual. The pay range for this position is $63,000.00-$73,814.00 annually based on experience, education, and/or licensure. Essential Functions: • Lead, mentor, and train the Information Technology Help Desk team, fostering a positive and productive work environment. • Manage, prioritize, and assign all inbound IT support tickets, ensuring timely resolution and minimizing downtime. • Create and maintain comprehensive documentation, including knowledge base articles and training materials. • Identify areas for process improvement and contribute to the development of new standard operating procedures and best practices within the helpdesk. • Monitor helpdesk team performance, provide coaching and feedback to helpdesk technicians and have input into yearly performance reviews and annual performance goals. • Manage escalated support tickets and issues, ensuring prompt resolution and excellent customer service. • Provide onboarding training for new helpdesk team members. • Conduct training sessions for team members and end users, promoting self-sufficiency and knowledge sharing. • Contribute to the development and implementation of policies, procedures, and best practices related to helpdesk support. • Provide first-level technical troubleshooting support to resolve general internal ISBH IT and/or system support issues via telephone, chat, remote communication tools as well as in person. • Ensure all assigned tickets are resolved in an efficient, timely, complete, and customer-friendly manner. • Responsible for account management, including resetting passwords, unlocking accounts, modifying user groups, creating accounts, disabling accounts, deleting accounts, and troubleshooting account problems/issues. • Appropriately document all customer interactions within each assigned help desk ticket. • Installs, updates, tests, and configures software components for end users as necessary. • Apply diagnostic tools, skills, and experience to aid in troubleshooting and resolving all assigned technical issues. • Test fixes to technical issues to ensure problem resolution and customer satisfaction. • Perform ongoing preventative maintenance on endpoint devices as required. • Build new endpoint devices as necessary, following published procedures, to support new hires and/or ongoing device refresh cycles. • Rebuild existing endpoint devices as necessary, following published procedures, to support device reuse and/or issue resolution. • Appropriately wipe endpoint devices, following published procedures, in support of device recycling and/or device refresh cycles. • Work on special IT or technology projects as assigned. • Log all support calls and interactions into the helpdesk ticketing system. • Provide technical training on ISBH systems for all staff, including new hire orientation, new systems rollout, and special projects or initiatives as necessary. • Follow-up with end users post ticket resolution to help ensure customer satisfaction. • Maintain appropriate IT inventory documentation and update the inventory system in a timely manner as changes occur. • Remove viruses and/or infected files as appropriate and communicate with staff regarding potential risks. • Adhere to the ISBH Confidentiality Policy. • Participate in New-Hire Orientation as needed. • Other technology projects and tasks as assigned by the supervisor. • Travel to offices throughout the service area is required. • Evaluates the performance of staff members and recommends appropriate action to the Chief of Information Technology. • Supervises and coordinates activities of staff through various methods, including but not limited to team meetings and regular communications. • All other duties assigned. Minimum Requirements: • Associate’s degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification required. • 4 years of IT helpdesk experience within a Microsoft Windows-based environment is required. • 1 year of experience in a Healthcare IT setting is preferred. • 2 years of experience leading or managing an IT helpdesk department or function. • A+ certification required. • Excellent customer service and communication skills, with a focus on providing a positive and helpful support experience. • Proven ability to lead, motivate, and mentor a team, fostering a positive and productive work environment. • Strong written and verbal communication skills, with the ability to explain technical information clearly and concisely. • Excellent troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues. • In-depth knowledge of Microsoft Windows and network security. • In-depth knowledge of Microsoft 365 and cloud computing environments. • In-depth experience providing customer service support via in-person, phone or remote means. • In-depth experience with mobile device management. • In-depth ability to troubleshoot, repair, and configure PC's, laptops, printers, etc. • Strong interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams. • Strong organizational skills and the ability to manage multiple tasks and priorities. Enjoy a great work environment with an excellent salary, generous paid time off, and a strong benefits package. Benefits include: • Medical • Dental • Vision • Short-term Disability • Long-term Disability • 401K w/ Employer Match • Employee Assistance Program (EAP) provides support and resources to help you and your family with a range of issues. To learn more about our organization: https://ISBH.org/ OUR MISSION Delivering exceptional care through connection OUR VALUES Dignity - We meet people where they are on their journey with respect and hope Collaboration - We listen to understand and ask how we can best support the people and communities we serve Wellbeing - We celebrate one another's strengths, and we support one another in being well Excellence - We demand high-quality care for those we serve, and are a leader in how we care for one another as a team Innovation - We deeply value a range of perspectives and experiences, knowing it is what inspires us to stretch past where we are and reach towards what we know is possible We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.