Support Tech I - On-Site

Position Overview

The Support Tech I position requires the candidate to possess extensive knowledge of installing, configuring, and troubleshooting hardware, software, user and group management, and operating systems. This position requires the individual to work both independently and collaboratively with other members of the IT department, remote BHL employees, and customers of BHL Platform. Support Tech I is expected to be logged into the support call center during shift and on call times.

Support Tech I’s are expected to follow through on issues and incidents as prescribed in Service Desk procedures to get resolutions with accurate recording of information, data, and remediation details into the ITSM as they are a fundamental part of this job's responsibilities. Under direct supervision, the Support Tech I position detects, analyzes, and resolves technical issues with personal computer hardware and software systems. Assists in providing technical advice and support to system users. It is also critical to this role to have strong customer support skills, time management, and problem resolution skills.

Essential Duties

• Act as first- and second-level support for help desk requests.
• Maintain professional behavior and provide exceptional customer service in a highly confidential environment.
• Track tasks and inventory in designated online tracking/ticketing systems. Use discretion and judgment to promptly organize and perform requested services.
• Establish and complete standard PC configurations. Update PCs to established standards.
• Maintain and update technical documentation.
• Perform maintenance on computer equipment.
• Ensure adequate inventory of available and working computer equipment.
• Enter and maintain user profiles including establishing appropriate security levels, user permissions, and modifications.
• Follow prescribed procedures for escalating issues in a timely manner to other levels of support
• Keep up to date with technical knowledge and industry sector developments.
• Perform other duties and projects as assigned.

Experience, Skills and Qualifications

• Two (2) years’ progressively responsible IT experience.
• Demonstrated knowledge of office procedures and protocols as well as various office equipment including personal computers, fax machines, and multi-line telephone systems.
• Excellent communication and organization skills.
• Accountability.
• Adaptability.
• Analytical Skills.
• Attention to Detail.
• Collaboration.
• Continuous Learning and Development.
• Cultural Contribution.
• Customer Focus.
• Emotional Intelligence.
• Flexibility.
• Interpersonal Savvy.
• Prioritization/Time Management.
• Result Orientation.
• Technical Expertise.

Education & Credentials

• Associate degree in computer science or related field. Can substitute current IT certifications and relevant work experience in lieu of education.

Travel Requirements (if applicable)

Primarily in a standard office setting and supporting remote users. No travel is required for this position.

Physical Requirements

This job operates primarily in an office environment with in-person interaction and meetings required as necessary. The position routinely uses standard office equipment such as computers – including virtual meeting software and various communications applications and telephony software and hardware. Bending, lifting, and manipulating objects up to 50 lbs. may be occasionally required. Ability to perform computer work for 8 hours a day in an office setting is required.

Behavioral Health Link Equal Opportunity Statement

Behavioral Health Link maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling BHL’s commitment to equal employment opportunity. We are an equal opportunity employer and will consider all qualified applicants for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.

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