IT Help Desk Technician

The Mental Health Association of Columbia-Greene Counties•Hudson, NY

15h•Hybrid

About The Position

The Mental Health Association of Columbia-Greene Counties Inc. is looking to fill a full time Information Technology Help Desk Technician position. The IT department is a critical component of the Administration team of the agency. The department is responsible for managing and maintaining the technology infrastructure that enables the agency to function efficiently to fulfill its mission to our community. The IT Department ensures that all technology resources are available, functional, and secure. This position offers some flexibility to work remotely based on agency needs and supervisor approval.

Requirements

Relevant skills and experience as a helpdesk technician or other customer support role.
2-5 years of experience preferred.
Working technical knowledge of, M365 especially Intune, Exchange Online, Identity, and SharePoint Online, Microsoft Windows 11, Microsoft Office (Word, Excel), Apple iOS Devices, RMM & MDM software (NinjaOne, Mosyle, etc), Active Directory, Ticketing systems (Connectwise, etc), Networking equipment (HPE Aruba, Fortigate, Ubiquiti, Cisco, switching, routing, and wireless), Networking Concepts (DHCP, DNS, NAT), VoIP Phones, Basic printer installation and service and Basic computer security concepts.
Openness to candidates with diverse educational backgrounds, including vocational training, self-taught proficiencies, or significant life experiences.
People-oriented and cool-tempered.
Working knowledge of software, hardware, desktop/server operating systems, mobile devices, cloud platforms, networks, and/or other tech products.
Demonstrate a commitment to Diversity, Equity, and Inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Ability to demonstrate the following skills through past achievements, regardless of formal education: Diagnose and resolve basic technical issues.
Excellent communication skills.
Independently Manage tasks.
Regular and steady attendance is a requirement for all positions.
All offers are contingent upon successful Statewide Central Registry (SCR), fingerprint clearance and possession of a valid NYS driver’s license with a MVR eligible for agency insurance coverage and reliable transportation.

Responsibilities

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 (located at the Main Office).
Will work closely with Omnis, our IT customer service support team.
Travel to other sites to address tickets when needed.
Properly escalate unresolved queries to Director or Assistant Director.
Track, route, and redirect problems to other administration departments or resources.
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 hospitable atmosphere for staff members.
Recommend improvements to procedures, documentation, and training in order 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).