Help Desk / Hardware & Network Technician

Help Desk /Hardware & Network Technician – Full Time

This position ensures the stable operation of our in-house computer hardware & network. This includes installing, configuring, maintaining, supporting, and optimizing all hardware, software, and communication links. The individual in this role will also analyze and resolve end user hardware and software computer problems in a timely and accurate fashion. The person in this position will work as part of the IT team who will ensure that all aspects of the Agency’s technology are running smoothly and kept up to industry standards.

Come to work every day knowing your efforts make other people’s lives better. You’ll be part of a supportive, dynamic, multidisciplinary team – including medical, dental and behavioral health care providers, social workers, family workers and others – working together to meet the needs of the whole person. Your days will be busy, varied and interesting. And you’ll have opportunities for career growth: Many employees take on new challenges and increasingly responsible positions during their years with us.

Salary Range: Starting at $23.00

Help Desk

Courteously field incoming help requests from end users via telephone, Electronic Health Record (EHR) flag and e-mail. .

Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

Builds rapport and elicit problem details from help desk customers.

Prioritizes and schedule problems. Elevates problems to the appropriate experienced technician, when necessary.

Fully documents and tracks the help desk request problem-solving process. This includes all successful and unsuccessful decisions made, and actions taken through to final resolution.

Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identifies and learns appropriate software and hardware used and supported by the organization..

Performs post-resolution follow-ups to help requests.

Develops help sheets and frequently asked questions lists for end users.

Hardware Management

Conducts research on hardware products, services, protocols, and standards in support of network procurement and development efforts

Monitor the performance of computer systems and networks, and to coordinate computer network access

Helps manage all network hardware and equipment, including routers, switches, hubs, and UPSs.

Ensures network connectivity of all workstations.

Assists in administering all equipment, hardware and software upgrades.

Assist in maintaining network component inventory and related documentation and technical specifications information.

Monitors and tests network performance and provide network performance statistics and reports to CIO

Recommends, schedules, and performs network improvements, upgrades, and repairs.

Diagnose hardware and software problems, and replace defective components.

Assist in performing data backups and disaster recovery operations.

Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations

Assist in planning, coordinate, and implement network security measures in order to protect data, software, and hardware

Keeps up to date logs of all computer hardware

Perform routine network startup and shutdown procedures, and maintain control records.

Work as the liaison between GSCH and CHAN

QUALIFICATIONS

High School Graduate.

Additional certification and/or associates degree preferable.

1-3 years’ experience with set-up and maintenance of network and PC operating systems, including Windows OS, Cisco and Citrix. Working knowledge of current network hardware, protocols, and industry standards.

Hands-on hardware and software troubleshooting experience.

The ideal candidate will also have:

ability to work harmoniously with coworkers and patients

experience working with diverse and vulnerable populations

excellent communication and listening skills

organizational skills

strong clinical and assessment skills

compassionate and nonjudgmental attitude

Work Location

Families First, Portsmouth NH

Hours Per Week: 40 8:00am – 4:00pm

Days: Monday through Friday

Job Status: Full-Time, Hourly (Non-Exempt)

Eligible for Benefits: YES

Benefits

Our comprehensive benefits package includes health, dental and vision insurance with an agency subsidy. One of our health plans has a no-premium option for employee-only coverage. We also offer a 401(k) plan with an employer match and employer-paid group term life insurance and short-term disability coverage. Voluntary benefits include long-term disability coverage, two Flexible Spending Accounts, and access to discounted auto and home insurance and pre-paid legal assistance. We offer earned time (vacation and sick leave) plus six paid holidays. Eligibility starts at 24 hours/week, with full benefits offered at 32 hours/week and above.

About Us

Greater Seacoast Community Health’s mission is to deliver innovative, compassionate, integrated health services and support that are accessible to all in our community, regardless of ability to pay. Our network of not-for-profit community health centers includes Families First Health & Support Center in Portsmouth, Goodwin Community Health in Somersworth and Lilac City Pediatrics in Rochester. Strafford County Public Health Network and SOS Recovery Community Organization also are affiliated with Greater Seacoast. Our health centers provide primary care, pediatric care, dental care, prenatal care, behavioral health counseling, substance use disorder treatment, mobile health services, WIC, social work services, a pharmacy, parenting classes, playgroups and home visiting. Services are open to all and aim to be team-based, respectful, recovery-friendly, LGBTQ-affirming and trauma-informed. We are recognized as a Patient-Centered Medical Home and a Family Resource Center of Quality. Learn more at GetCommunityHealth.org.

Greater Seacoast Community Health is an Equal Opportunity provider of health care and other services and an Equal Opportunity employer.