IT Support Technician

OKLAHOMA MENTAL HEALTH COUNCIL•Oklahoma City, OK

13d•Hybrid

About The Position

This IT Support Technician role involves providing help desk support, service, and preventive maintenance for PCs, networks, telecom systems, and peripherals. The technician will be responsible for basic desktop support, including installing new hardware/software, swapping desktops, downloading fixes/service packs, and resolving virus issues. The role requires coordination with the IT Support Manager on system management and operating procedures.

Requirements

High School Diploma or equivalent
Two years help desk experience
Ability to plan, organize, and conceptualize training methods and needs for each user and provide computer training to customers
Ability to work in pressure situations to meet required deadlines; flexibility in work schedule
Ability to work in an environment where a wide degree of creativity and latitude are expected
Technical writing skills and ability to train all levels of users
Must be able to manage and schedule multiple projects on an ongoing basis with the ability to prioritize and work independently and as a team member
Knowledge of PC hardware and software, word processing systems, information and data processing systems, database management systems, personal computer networking and communication, and basic programming logic and techniques
Excellent verbal communication skills, including assisting and training non-technical personnel in software and hardware procedures and utilization

Nice To Haves

Relevant Associate or Bachelor’s degree or Technical Training program
Four years help desk experience
AIX Unix
Community Mental Health (CMH) or Management Information System (MIS) degree
Microsoft Certified Engineer
Knowledge of LAN/WAN protocols relating to PC connectivity in a Windows Active Directory/Unix environment

Responsibilities

Responds to telephone calls, emails, and personnel requests for technical support.
Provides support to end users on a variety of issues.
Provides first-level technical support and troubleshooting to end users.
Assists users with questions or problems.
Identifies, researches, and resolves technical problems.
Documents, tracks, and monitors problems to ensure a timely resolution.
Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected as directed by the IT Support Manager.
Implements policies and procedures regarding how problems are escalated to the next level of technical support.
Assists in the installation, maintenance, and general support of hardware and software systems.
Documents, maintains, upgrades, or replaces hardware and software systems, including maintaining an inventory of hardware and software systems.
Participates in projects as directed by the IT Support Manager.
Participates in and conducts technical training programs, if needed.
Implements the deployment, maintenance, support, and upgrades of desktop PCs, PC operating systems and applications, hardware, and local/network printers.
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
Travels as necessary to sites to install PCs and other hardware.
Installs, troubleshoots, repairs, and maintains telecommunications equipment and cabling systems for data, security video, and phone.
Supports and maintains user account information, including rights, security, and systems groups.
Coordinates special projects as requested by supervisor to assure timely and successful implementation of hardware, software, and customer training.
Communicates with vendors of electronic equipment.
Conducts product research and recommends feasible updates/repairs/replacements in accordance with existing market and agency needs.
Attends staff meetings, workshops, and seminars to learn Agency policy, rules, regulations, and procedures.
Participates in ongoing in-service training as well as pertinent external training.
Assists in the development and implementation of programmatic goals and objectives.
Assists in compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations.
Maintains core competencies in relation to working with co-occurring disorders through continuing education and implementing skills into all aspects of treatment.
Supports and assists with the facilitation of Care Plans for consumers within the Red Rock Health Team.
Performs other duties as required.