IT Support Technician II

This is where you change your story

At Meadows we understand that new directions to career advancing and improvement can be scary, but we are excited to offer you a possible new rewarding chapter with us! Come join us in transforming lives!

Who are we?

Meadows Behavioral Health is a leader in the behavioral health industry. We offer a range of specialized programs including residential, outpatient and virtual treatment. We provide care for drug and alcohol addiction, trauma, sexual addiction, behavioral health conditions, and co-occurring disorders. We offer state-of-the-art care including neurofeedback and other services. Our evidence-based approach is rooted in decades of clinical experience, with more than 45 years in the field. Our approach is different and success stories from our patients are the proof.

Who are you?

Are you compassionate, innovative and have a passion to make an impact? Are you looking to get your foot in the door with a company that will believe in your abilities and train you to advance? 75% of our current top-level executive staff are organic internal promotions from within.

We might be a perfect fit for you!

Position Summary:

This role provides Tier 2, IT support to the end-user community remotely and in person. The role is responsible for next level support while working closely with a contracted help desk team. This role will include support for operating systems, software, security scanning, infrastructure support and EHR support. Daily efforts will include installation, configuration, and issue resolution for all items mentioned above plus project planning and project execution. Travel is required.

This job description reflects managements assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time.

Responsibilities:

Work to resolve escalated Tier 2 support tickets with minimal guidance and oversight.
Install, configure, and deploy standard technology hardware & software
Coordinate equipment acquisition from vendors
Coordinate and ship equipment to remote employees and campuses
Maintain an asset inventory system
Document relevant hardware and software instructions as it relates to troubleshooting, hardware setups, and the end user experience
Assist with project planning and installation/configuration of new technology systems
Proactively collaborate with 3rd party Support Desk Service to resolve outstanding, and ongoing, issues
Teach others 1-on-1 in a live environment, remotely, or in a group setting. This includes EHR support and training
Contribute to and assist 3rd party Support Services in maintaining a knowledge base of previous support issues
Assist in IT Infrastructure team projects
Assist in IT Security team projects and maintenance scans
Assist in Application Development projects
Assist in the creation of in-house documentation for existing and new staff alike

Education, Skills and Experience Requirements:

• High School Diploma or General Education Diploma (GED) Required, BS in MIS preferred
• CompTIA A & Network (or equivalent) recommended, but not required
• Preferred 5 years of experience working in IT Support, specifically in an end-user facing customer service role
• Experience with device management
• Experience teaching others 1-on-1 or in a group setting
• Advanced hardware and software comprehension, including Microsoft apps, RMM tools, Databases, and other local (or web-based) applications.
• Strong ability to work independently & work collaboratively with contractors, peers, and management.

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