Technician, Desktop Support I

About The Centers  

The Centers fights for equity by healing, teaching, and inspiring individuals and families to reach their full potential. Our integrated model coordinates health and wellness services including primary care, behavioral health care, addiction services, HIV treatment, in-house pharmacies, and dental; along with family support programs including early childhood development, career training, and job placement. The organization is one of the oldest and largest nonprofit organizations in Northeast Ohio, serving more than 15,000 people annually in our community. Visit TheCentersOhio.org to learn more.

Wellbeing And Benefits

Providing quality benefits to our staff is important to us. Just as important is our staff’s well-being. That’s why we offer a number of choices from medical to dental to vision plans to meet the different needs of our staff.  

Choice of medical and dental plans, Health Savings Account, Flexible Spending Account for Health and Dependent Care, Vision, Support for continuing education and credential renewal, Life Insurance, Retirement Savings (401k) with a company contribution, Mental Health Support, Employee Assistance Program, Calm Subscription, Short- and Long-term Disability.

About Our Culture 

We strive to be a service-oriented workplace that pioneers and co-creates solutions while fostering belonging in community where our team members thrive.

Job Qualifications

• High School Diploma or G.E.D. required. Associates degree in related field preferred.
• Experience working with personal computer hardware, software, systems, local area networks and associated terminology.
• Ability to operate computer peripherals including monitors, printers and scanners.
• Must be able to lift and carry up to 50 pounds.
• Must have reliable transportation, a valid Ohio driver’s license and willingness to travel to agency locations when necessary.
  
  

Essential Job Duties & Responsibilities

• Documents, tracks, and monitors user problems using applicable systems and tools.
• Provide in-person, telephone or email-based support investigating and resolving end-user technical queries according to established internal service level agreements.
• Perform set-ups and installations of desktops, laptops and peripherals for new users or as changes require according to established internal service level agreements.
• Train users on proper use of corporate systems and hardware when identified or request.
• Complete installations of various peripherals & software
• Provide high quality help desk and desktop support to assist in the managing and resolving end user needs and to minimize delays related to technical issues across the organization.
• Manage user accounts and access according to established security policy.
• Maintains inventory of hardware, software licenses and other technology assets in tracking systems and escalate any concerns and/or needs to your supervisor immediately.
• Responsible for deploying and maintaining telecommunication devices.
• Participate in on-call, after-hours support rotation for Level 1 by responding to user problems according to established after-hours protocols.
• Identify support issues that must be escalated; engage and liaison with Level 2 technicians.
• Other duties and technical tasks as assigned.
  
  

Core Competencies

• Strong analytical and problem-solving skills.
• Advanced Microsoft operating system troubleshooting skills.
• Proficient in using and explaining all MS Office applications and their usage.
• Excellent time management and organizational skills.
• Ability to communicate effectively with a diverse population.
• High level of professionalism and customer service focus.
• Ability to maintain confidentiality of all client, staff and agency-related data.
• Flexible approach and ability to take the initiative and work independently with little supervision.
  
  

The Centers is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.