IS Support Service Specialist

MONROE COMMUNITY MENTAL HEALTH AUTHORITY•Monroe, MI

10d•$29 - $37

About The Position

The IS Service Desk Support Specialist provides technical support for incident resolution and service requests submitted to the agency help desk, under the general supervision of Information Systems staff. The role assesses, triages, researches, and resolves basic incidents and requests involving application software and infrastructure components. It gathers information through conversations, email, and the ticketing system, supports staff onboarding and ongoing technology needs, maintains IT asset inventory, and provides hardware, software, network, and phone system support. The Specialist also contributes to process improvement, documentation, training, and compliance with information security standards. The position provides help desk and user support; sets up systems and equipment for new staff; installs, maintains, and troubleshoots hardware, software, network, and phone systems; manages IT inventory and procurement tasks; analyzes and resolves system problems; and creates and maintains technical documentation. It also supports organizational process improvement and long-range planning for IT projects. The role requires an associate’s degree or equivalent licensing credentials in computer science or a related field and at least three years of progressively responsible computer operations and network experience. Work requires technical knowledge of PC networks, servers, software support, network maintenance, hardware, communications and phone systems, and installation and repair of hardware and software. The position is full-time in Monroe, Michigan, with a listed pay range of $29.45–$36.81 per hour.

Requirements

Associate’s degree or equivalent licensing credentials in computer science or a related field.
Three or more years of progressively responsible computer operations and network experience.
Working knowledge of PC networks, servers, software support, network maintenance, hardware, phones and communications, and installation and repair of hardware and software systems.
Knowledge and skills supporting desktop, laptop, and peripheral hardware installation, repair, and maintenance.
Knowledge of network troubleshooting, cabling, and configuration.
Ability to support Microsoft Office 365, including Word, Excel, PowerPoint, Outlook calendaring, OneDrive/Sync, SharePoint, and Teams.
Knowledge of ticketing system management and server backup processes.
Phone system support skills, including moves, adds, and changes; voicemail; and call distribution groups.
Ability to create documentation such as standard operating procedures and training guides, and manage IT asset inventories.
Ability to work in a complex, detail-oriented, deadline-driven environment; read, analyze, and interpret information; write correspondence and procedures; and maintain records.
Ability to define and solve practical problems, collect data, establish facts, and draw valid conclusions.
Ability to influence others and communicate effectively in person and by phone.
Proficiency in Microsoft Outlook, Word, and other required applications.
Valid driver’s license, insurance, and acceptable driving record.
Compliance with mandatory trainings and applicable laws, regulations, and standards; ability to maintain confidentiality and uphold ethical standards.

Nice To Haves

Certifications such as CCNA, CCDA, MCITP Server 2008, MCSA, or MCSE.
Experience developing and implementing computer system documentation or manuals and training programs.

Responsibilities

Provide technical help desk support to end users and manage tickets by triaging, resolving, or forwarding issues and keeping users updated.
Create a positive customer support experience and build strong relationships as a first point of contact.
Provide individual and group instruction on equipment, software, and network features, including training and development support for Office Automation and PC applications.
Set up administrative systems, desktop solutions, and phone requirements for new staff; manage user system accounts and install standard desktop applications.
Assist with moving and setting up computers, video training equipment, and overhead displays.
Troubleshoot, repair, maintain, install, and test computer equipment, peripherals, data communications, and network systems.
Complete work orders involving equipment installation, device connections or moves, and network component configuration.
Install networking hardware and software, maintain cabling, and troubleshoot network issues.
Configure and set up servers, install agency software, and ensure regular server and networked-user backups.
Perform preventive maintenance on computer and peripheral equipment.
Manage IT asset inventory and maintain hardware and software inventory and tracking systems.
Order, stock, and store electronic components; assist with system-management supply procurement; prepare vendor warranty claims and documentation.
Repair phone system cabling and perform phone-user moves, adds, deletes, and other changes.
Set up phone features such as call distribution groups, pick groups, call processing, and voicemail; provide phone support and training to new users.
Analyze programs or systems to identify causes and effects of production problems; modify systems, schedules, or files to prevent recurrence; write and run special programs as needed.
Consult with staff, operations, data entry personnel, and technical experts to resolve issues.
Create and update standard operating procedures, training guides, network documentation, and maintenance manuals.
Support organizational process-reengineering initiatives, use analysis tools to improve quality and productivity, and participate in long-range planning for IT projects.
Maintain competence with applicable laws, regulations, and standards, including MDHHS, Joint Commission, and funding-source requirements; follow MCMHA and CMHPSM policies and procedures.
Maintain competence with HIPAA privacy and confidentiality requirements, work appropriately with managers and peers, and stay current with relevant regulations and policies.
Complete mandatory trainings, maintain confidentiality and ethical standards, and perform other duties as assigned.