IT Help Desk Technician

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

3d•$65,000 - $70,000•Hybrid

About The Position

The Mental Health Association of Columbia-Greene Counties Inc. is seeking a full-time Information Technology Help Desk Technician to join their Administration team. This role is crucial for managing and maintaining the agency's technology infrastructure, ensuring all technology resources are available, functional, and secure to support the agency's mission. The IT department plays a vital role in the efficient operation of the agency and its commitment to the community's health and well-being.

Requirements

Relevant skills and experience as a helpdesk technician or other customer support role.
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.
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 diagnose and resolve basic technical issues.
Excellent communication skills.
Independently Manage tasks.
Regular and steady attendance is a requirement for all positions.
Possession of a valid NYS driver’s license with a MVR eligible for agency insurance coverage and reliable transportation.

Nice To Haves

2-5 years of experience preferred.
Openness to candidates with diverse educational backgrounds, including vocational training, self-taught proficiencies, or significant life experiences.

Responsibilities

Provide first-level contact and convey resolutions to staff issues via tickets, phone calls, or walk-ins.
Work closely with Omnis, the outsourced managed service provider.
Travel to other sites to address tickets when needed.
Properly escalate unresolved queries to the 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 the IT Ticketing System.
Employ outstanding customer service abilities to foster a hospitable atmosphere for staff members.
Recommend improvements to procedures, documentation, and training.
Preserve and grow knowledge of procedures, products, and services used by the agency and staff.
Follow best practices when resetting passwords or completing other tasks with sensitive data (HIPAA, NIST, etc).