Helpdesk Technician

Posted: 10/30/2022

**BONUS OPPORTUNITY ELIGIBLE**

At Jefferson Center, it is our policy and our mission to be inclusive and mindful of the diversity of everyone who comes through our doors. We are passionate about building a community where mental health matters and equitable care is accessible to all races, ethnicities, abilities, socioeconomic statuses, ages, sexual orientations, gender expressions, religions, cultures, and languages.

 

The Help Desk Technician’s role is to ensure proper computer operation in an ethical and professional manner so that end users can accomplish business tasks. It is the first level of phone support and troubleshooting for all aspects of IS and its personal computer, telecommunications, and networked based systems. 

 

This includes receiving, prioritizing, documenting, and actively resolving end user helpdesk requests and escalating incidents when considered appropriate and necessary to maintain a defined service level expectation. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person and/or virtual, hands-on help at the desktop level.  Helpdesk is also responsible for New Employee Training of IS technology, policy, and procedures.

 

Essential Duties:

  • Provide first level helpdesk support for 800+ internal/external personnel, with proper and timely ticket documentation. 
  • Respond to walk-ins, calls, emails, voicemails, instant messages, and queued tickets in a timely and professional manner.
  • Maintain and update systems and procedure documentation, including creation and upkeep of knowledgebase articles.
  • Support business application software packages, computer hardware and peripherals, and voice/telecommunication systems. 
  • Responsible for management of full lifecycle of desktop hardware and peripherals from receiving through proper destruction of all data that may exist on any digital storage device.
  • Must be able to maintain basic knowledge of VoIP system and voicemail applications.
  • Must be able to quickly learn new applications and then train users. 
  • Assist with conference room setup and support.
  • Assist the Network and Infrastructure team with the configuration, installation and support of infrastructure hardware and software as needed. 

Strategy & Planning:

  • Alert management to emerging trends in incidents.
  • Evaluate documented resolutions and analyze trends for process improvement opportunities or training gaps.
  • Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans

Acquisition & Deployment:

  • Assist in software update releases and new product rollouts, including communication to end users.
  • Maintains information in departmental asset tracking system through asset lifecycle
  • Receives shipments of hardware, including proper inventory documentation, storage, and organization.

Operational Management:

  • Receive and prioritize incoming requests to the Help Desk via ticket, telephone, walk-in, and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Build rapport and elicit problem details from Help Desk customers.
  • Schedule resolution of problems that cannot be resolved within first contact. Escalate problem (when required) to the appropriately experienced technician.
  • Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and follow up.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software and ensure virus definitions are up-to-date.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals, other equipment as requested.
  • Access software updates, drivers, knowledge bases, diagnostic utilities and FAQ resources on the Internet/Intranet, as well as collaborating with team members, to aid in problem resolution.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow ups to help requests.
  • Develop help sheets and FAQ lists for end users.

Other Duties and Responsibilities:   

  • Ability to conduct research into a wide range of computing issues as required
  • Ability to quickly absorb and retain information
  • Ability to present ideas in user-friendly, business-friendly, and technical language
  • Highly motivated and self-directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Knowledge of applicable privacy practices and laws.
  • Ability to train end users on software, hardware, policy, and procedures
  • Ability to utilize security systems such as badging system and video surveillance systems
  • 40-hour primarily on-site work week, which may include travel to sites served.
  • Sitting or standing for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals
  • Touch typing minimum of 40 wpm.
  • Available for on-call rotation, carries a cell phone 24/7 and is available as needed
  • Maintains a positive working relationship with other team members
  • Maintains a good attendance record
  • Working vehicle for site visits required, record mileage for reimbursement
  • Actively participates in Center functions such as team meetings, workgroups, and community events
  • Assisting with other related tasks as required

Note:  Employees are held accountable for all duties of this job.  This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

Education, Knowledge, Skills & Experience Required:

  • AS in Computer Science or related field / BS in Computer Information Systems or Telecommunications preferred.
  • (2 years of experience may be substituted for 1 year of college courses).
  • Minimum of 2 years’ experience providing computer software and hardware training and support in a distributed environment, via multiple contact methods (phone/email/face to face).
  • Industry standard certifications (e.g. CompTIA A+) preferred.
  • Scheduling and time management skills.
  • Ability to work in a team-oriented environment.
  • Exceptional written and oral communication skills and typing proficiency.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • Accurate inventory documentation and tracking of hardware and software.

Experience Using and Administering:

  • Microsoft desktop operating systems (e.g. Windows 10) and desktop internet browsers
  • Office 365 suite
  • Citrix, with emphasis on Workspace, Sharefile
  • VoIP telephony, including soft phone products on PCs/laptops and smartphones, Avaya preferred
  • ArcServe and various backup programs
  • BeyondTrust (Bomgar) or other remote support platforms
  • Video collaboration products, including Zoom and Microsoft Teams
  • Inventory/asset tracking
  • Service desk / ticketing programs
  • Common conference room audiovisual technology
  • Graphics/desktop publishing packages
  • Various database programs, including SQL
  • Access Control platforms including badge/door readers and video surveillance systems
  • Familiarity with Microsoft Server operating systems, enterprise backup programs, and database software (i.e. SQL) is beneficial, but not required
Salary - Grade 13
  • $51,100 to $67,300**
  • *Salary is determined based on years of total relevant experience.
  • *Salary is based on 1.0 FTE (full time equivalent) or 40 hours per week. Less than 40 hours/week will be prorated and adjusted to the appropriate FTE.

 

**BONUS OPPORTUNITY!! $1,000 bonus paid out on one month anniversary. ** Based on full time (40 hours/week). Prorate if less than 40 hours/week. Must work a minimum of 20 hours/week to be eligible for bonus.

 

Benefits Include:

  • Flexible work schedule and remote work options 
  • Medical (Kaiser or Cigna), Delta Dental, and EyeMed Vision insurance plans
  • Life, LTD/STD, and malpractice insurance paid by Jefferson Center
  • 401(k) plan with matching employer contribution and 403(b) option
  • 15% Wellness Discount on medical insurance plans for participating employees
  • 1 Paid Wellness Hour per week (based on FTE)
  • Health Insurance Reimbursement up to $125 per month
  • Generous Paid Time Off plus 13 paid holidays per year
  • Employees with 1 year of service are eligible for Supplemental Parental Leave up to 60 hours (based on FTE)
  • Extended Paid Bereavement Leave up to 20 days
  • Trauma Informed Care Leave
  • Tuition Reimbursement after one year of employment
  • Public Service Loan Forgiveness and Colorado Health Services Corps loan repayment plan options for participating employees.
COVID-19 Vaccination or an approved medical or religious exemption is required for employment with Jefferson Center for Mental Health. Newly hired employees must be fully vaccinated (Received final dose of an authorized COVID-19 vaccine regimen) and provide proof, or have an approved medical or religious exemption, prior to their first day of employment. Information on how to request an exemption will be provided at the time of offer.

Apply at jcmh.org/careers

Wage Type: Salary

Now Hiring!: Full-Time

How to Apply: Visit the website listed

Required Candidate Screenings: Background Screen Required

Hiring Opportunities for All: Open to hiring people with disabilities,Open to hiring fair-chance workers,Open to hiring veterans