IT Help Desk

CHILD & FAMILY SERVICES INC•New Bedford, MA

1d•$24 - $27•Onsite

About The Position

The Help Desk Support candidate will provide first-level support to all employees seeking answers to questions or issues around all technical needs. This role will field support requests by phone, email or web to provide better and immediate support to employees having issues. Candidate will work with other IT team members to coordinate schedules, escalate cases and provide additional assistance as needed. Child and Family Services recognizes the power in Diversity and believes that Equity is a Human Right. Child & Family Services carefully considers a wide range of factors when determining compensation including, but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may include a bonus or other incentives. Therefore, final offer amounts may vary from the amount stated.

Requirements

High School diploma or equivalent with technical background or call center experience preferred.
Cultural Competency Qualifications: Awareness of personal attitudes, beliefs, biases, and assumptions about others
Knowledge of the various dimensions of diversity, including gender, race, and ethnicity
Acknowledging that people from other cultural groups may not share the same beliefs and practices or perceive experiences in the same way
Cultural knowledge of key populations that will be served to address disparities in service delivery
Demonstrates positive attitudes towards cultural differences by showing respect and openness towards people whose social and cultural background is different from one's own
Demonstrates skills for communication and interaction across cultures, including the ability to recognize and manage personal behaviors, moods, and impulses to create an inclusive, equitable, and welcoming climate within the agency
Must have a valid driver’s license and reliable transportation that meets CFS Driver Policy.
Travel is required to provide services in different settings and to attend agency meetings, events, and trainings

Responsibilities

Serve as the first point of contact for the Information Technology department’s Electronic Health Record (EHR) and Technical teams using phone or electronic ticket system
Triage employee technical issues by asking questions and documenting information pertaining to staff concerns
Perform troubleshooting using diagnostic techniques to resolve common and Level 1 technical issues
Escalate cases which require admin-level access, custom configurations, database edits, or server/network changes
Utilize excellent customer service skills when triaging employee issues
Lead creation of new hire accounts in all 3rd party and on-premises systems
Lead creation of new hire accounts in all EHR environments
Lead terminations of employee accounts in all 3rd party and on-premises systems
Lead terminations of employee accounts in all EHR platforms and related integrations
Assist both EHR and Technical teams with any ongoing projects as needed
Recording all interactions involving technical assistance
Follow-up and updating staff ticket statuses
Manage Help Desk tickets in a timely manner and meet all SLA’s
Follow-up with employees to ensure issues are resolved
Watch for issue trends and report to Director of IT
Run diagnostics to resolve customer reported issues
Maintain inventory system
Other duties as assigned

Benefits

Medical – Harvard Pilgrim/HealthPlans Inc.
Dental – Unum
Vision - EyeMed
Wellworks for You (Employee Wellness)
2 weeks’ vacation accrued over 1st year, 3 weeks after 3 years, 4 weeks after 5 years and 5 weeks after 20 years
12 Sick Days, 10 Paid Holidays, and 2 Personal Days per year
Flexible spending accounts – save on medical expenses and dependent care!
401K – CFS matches first 1% at 100%; 2%-6% of annual earnings are matched at 50%
100% Employer paid Life Insurance
100% Employer paid Long Term Disability and AD&D
Supplemental/Voluntary Life Insurance, AD&D Insurance, Accident Insurance, Critical Illness Insurance, and Hospital Indemnity Insurance available for you, your spouse, and your children
Tuition reimbursement – Up to $1,500 per calendar year
Professional Licensure reimbursement (LICSW, LMHC)
24-hour travel assistance, mileage reimbursement, discounted Healthtrax gym membership, and employee appreciation events!