IT Help Desk Technician

Support the IT Division Director in maintaining all aspects of information technology and services including networks, MS office, email, remote access, software. Location of computers includes Lomas office, 4th Street office, InterCare homes, La Paloma Greenhouse, Assisted Living and Supported Living homes. Primary responsibility is user support and customer service. Be present and visible in the Help Desk and available to users requiring technical assistance. The Help Desk Technician is the first point of contact for ARCA staff seeking technical assistance for technology issues. Provide information and guidance to ARCA staff regarding areas of expertise. Regular interaction with staff in all units and corporations required. Occasional contact with vendors to verify or exchange routine information may be required.

Assist in maintaining all aspects of information technology and services. Ensure that all software versions are legally owned and are consistent versions with standard policy and that all software licenses are properly stored and accounted for. Learn fundamental operations of commonly used software, hardware, and other equipment. Assist in maintaining computer network including network, network servers and network switching infrastructure; repair and upgrade hardware; and support technical aspects of MS Windows, MS Office, and MS Outlook. Assist with the creating and removal of user network accounts. Provide printer assistance to users including the creating and maintenance of both new and future printer assets. Assist with troubleshooting hardware, software and network problems. Resolve problems and follow through to resolution. Work with consultants to troubleshoot problematic IT issues when directed. Provide technical assistance and direction as to the outcomes of any solutions. Provide user recommendations that may include residual follow-up. Responds to inquiries and requests for assistance with the organization's computer systems or PC's. Identifies problems, troubleshoots and provides advice to assist users. Coordinates with other IS areas to resolve problems if necessary. Assist with the organization and maintenance of ARCA’s file and document structure. Understands and implements network file and folder permissions. Respond to questions from callers and tickets entered through the online help ticketing system. Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call tracking software. Keep abreast of ARCA. Inform the IT Division Director of transactions not in accordance with policies and procedures. Perform other duties as assigned by the IT Division Director. Provide timely and accurate information, courteous and professional services. Streamline, simplify, and improve efficiency and coordination. Make suggestions for improvements to policies and procedures within areas of expertise. Has full access to Protected Health Information (PHI) to carry out job responsibilities. Refer to Appendix A of ARCA Privacy Policies. Complies with HIPAA regulations and ARCA Policy on confidentiality. Must have pro-active work style and strong interpersonal skills. Must be able to communicate effectively with all staff. Must be able to think and write logically. Must be able to travel to ARCA locations to service computers. Must have the ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. Must have at least an Associates Degree in Information Technology and three-year experience with user support, software, and hardware. Must have two-year experience supporting networks in the Microsoft and Windows environment. Must understand different network protocols. Experience supporting MS Windows, MS Office, and MS Outlook.

Job Type: Full-time

Pay: $20.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Are you a prior ARCA employee? If yes, what were your dates of employment?
• Please describe your experience with user support, software and hardware.
• Please describe your experience in supporting networks in the Microsoft and Windows environment

Education:

• High school or equivalent (Required)

Work Location: In person

Salary : $20 - $26