What are the responsibilities and job description for the Help Desk Technician position at Hickory Recovery?
Help Desk Technician - Hickory Recovery Network
Department: IT
Direct Report To: IT Infrastructure Manager
Job Type: Full-Time, On-Site
3960 Southeastern Ave, Suite 100, Indianapolis, IN 46203
About the Role:
- Hickory Recovery Network is looking for a Technical Support Specialist - Tier 1 to support our rapidly growing Healthcare Facilities and Corporate Offices. We are looking for a passionate and energetic candidate who has an enthusiasm for technology and helping people. This role is perfect for someone who thrives in fast-paced environments and is passionate about providing exceptional technical support.
Why Hickory Recovery?
Hickory Recovery is setting the benchmark in mental health care, especially for those facing acute challenges or dealing with co-occurring disorders. Our focus is on
→ Delivering personalized, top tier care that fosters healing and improves wellbeing
→ Ensuring every individual has access to the best possible support and treatment Our Mission is to provide high quality, acute care to adults struggling with mental health issues or mental health co-occurring disorders. It’s Hickory’s primary goal to offer expert treatment for all we serve.
Our Mission is to provide high quality, acute care to adults struggling with mental health issues or mental health co-occurring disorders. It’s Hickory’s primary goal to offer expert treatment for all we serve.
What We Offer:
401k • Dental insurance • Flexible schedule • Health insurance • PTO • Vision insurance • Career development • Mental health days • Holiday pay
Key Responsibilities:
- Serve as the first point of contact for technical support, addressing issues related to hardware, software, and applications.
- Resolve a wide range of user-reported problems using available tools, adhering to established support procedures and policies.
- Travel to various office locations and client sites to provide onsite support, when necessary. (Company will provide all transportation)
- Document incident resolutions in the help desk knowledge base.
- Escalate complex issues to appropriate support team members in a timely manner.
- Manage and track IT equipment, ensuring proper inventory and condition.
- Conduct user training sessions to improve their understanding of company systems and software.
- Participate in an on-call rotation for after-hours support.
- Work on various IT projects, contributing to planning, implementation, and successful completion.
Job Qualifications:
- Minimum of 1 year of professional experience in a help desk or technical support role.
- In-depth knowledge of computer systems, networks, and various software environments.
- Experience in supporting Office 365 or other Office suites, Windows 10, Apple iOS, and printer setups.
- Strong multitasking abilities, attention to detail, and a commitment to high-quality work.
- Proven track record of maintaining strong work ethics in diverse environments.
- Excellent problem-solving, multitasking and communication skills.
- Excellent verbal and written communication skills.
- Exhibits a positive attitude and professionalism, especially in challenging situations, without resorting to complaints about work tasks or environment.
- Willingness to travel as required to provide support at different sites.
- Relevant certifications (e.g., CompTIA A , Microsoft Certified IT Professional) are a plus.
