MIS Help Desk Associate

Weekdays, 1st Shift with on-call rotation!

Job Summary

Provides technology support countywide. 

Essential Job Functions

• Adheres to all applicable state and federal regulations; ensures compliance with the organization’s policies and procedures, code of conduct, and all applicable regulatory requirements.
• Provides help desk support for technology issues, via telephone, for software, hardware and telephone questions from staff countywide.  Travels to Brien facilities, as needed, to resolve technology issues. 
• Sets up and maintains system users in various programs including operating environment and phone system.
• Coordinates and grants users access to the virtual gateway.
• Manages Agency cell phones including tracking, and user support.
• Sets up Agency laptops and other devices, including providing user login instructions. 
• Maintains Agency phone and email directories.  
• Troubleshoots computer and software problems and works with IT Team and consultants on issue resolution.
• Tracks helpdesk calls and assists in development of effective tracking systems.
• Tracks Agency equipment.
• Documents internal procedures.
• Participates in rotation of monthly on-call support.
• Maintains report runs schedules, as needed.
• Maintains neat and orderly work and equipment storage areas.
• Attends all required Agency meetings.
• Designs user reports for various software applications.
• Coordinates Agency moves.

Other Duties:

• Performs additional duties, as directed by management.
• Supports and maintains the principles and policies of the Agency.
• Represents the Agency in a professional manner in all community contacts.
• Demonstrates commitment to the Agency’s mission and community mental health principles.

Qualifications, Experience, and Education:

• High School Diploma or equivalency.
• Associates Degree or higher in a technology-related field preferred or 2 years of technology-related experience.
• A minimum of 1 year of customer service experience in a Help Desk setting or other customer-service oriented profession.
• Prior experience working in a help desk environment strongly preferred.
• Prior hands-on business experience with a variety of computer hardware and software applications.
• Valid driver’s license and use of personally insured vehicle for agency business.
• Ability to maintain strict confidentiality with client and organizational records
• Ability to flexibly respond to program scheduling needs.