What are the responsibilities and job description for the IT Support Specialist position at Thrive Behavioral Health, Inc.?
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IT Support Specialist
Job Posting
We are currently seeking an experienced and service oriented IT Support Specialist to join our team. This position is responsible for providing technical assistance and support to a variety of computer hardware and software issues across the organization, as well supporting the company's Electronic Health Record system (EHR). Utilizing a help desk ticketing system, the Specialist will respond to inquiries either over the phone or in person, documenting and resolving issues as they present. As the first point of contact, the Specialist must have excellent communication skills and the ability to work independently in a fast-paced environment, across several sites. The ideal candidate will have proven success providing quality customer service and sound judgement, escalating issues as required and effectively prioritizing tasks.
Job Summary:
The IT Support Specialist position is responsible for providing technical assistance and support to resolve a variety of computer hardware and software issues across the enterprise in support of the company's Electronic Health Record system (EHR). The Specialist will respond to inquiries either over the phone or in person utilizing a help desk ticketing system to document and resolve issues as they present.
Serving often as the first point of contact, the Specialist must be a good communicator with the ability to work in a fast paced environment across a variety of sites, providing quality customer service and sound judgement, escalating issues to senior support staff if necessary. The Specialist will also be tasked with deploying and servicing desktop technology, assessing infrastructure logs, responding to outages, managing antivirus and Windows update, and assessing security concerns brought to the help desk by staff.
Knowledge, Skills and Abilities:
- Experience in a healthcare environment preferred but not required.
- Exposure to VMware; Office 365, Active Directory, VOiP, and ROS preferred:
- Investigate and correct hardware, software and connectivity problems as necessary.
- Perform maintenance and installation of computer hardware
- Maintain hardware"\software inventories'.
- Set up user accounts and resolve system access problems.
- Collaborate on companywide projects and initiatives as needed.
- Self-motivated with a willingness to learn and is adaptable to change.
- Ability to function with minimal supervision and oversight.
- Travel between locations within Rhode Island as required.
- Monitor the Help Desk: Record, investigate and resolve user inquiries with hardware; software and connectivity throughout the organization
- Deploy and service desktop technology, assess infrastructure logs, respond to outages, manage antivirus and windows updates and assess security concerns brought to the help desk by staff
- Perform maintenance and installation of computer hardware
- Maintain hardware c1nd software Inventories
- Set up user accounts and resolve system access problems
- Collaborate on companywide projects and initiatives as needed
Education, Experience and Competencies:
- Associates Degree or equivalent experience and training; certifications a plus
- Three years' experience monitoring a busy help desk environment required
- Experience working in a healthcare environment is preferred
- Exposure to VMware; Office 365, Active Directory, VOiP
- Self-motivated with a willingness to learn, and flexible to changing priorities
- Ability to successfully function With minimal supervision and oversight
Certifications, Licenses Requirements:
- Valid driver's license required or ability to obtain necessary transportation in order to perform the responsibilities/tasks of the job.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.
This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary. Reasonable accommodations may be made to assist individuals with disabilities in meeting the expectations of the position.
EEO/VET/LGBTQ Employer
Benefits:
- 3 weeks' vacation to start, increases to 4 weeks after 2 years of employment
- 10 sick days per year
- 1 Float day
- Birthday off
- 11 paid holidays
- Paid lunch
- Low-deductible medical insurance plan
- Dental insurance as low as $0/month
- Vision Insurance
- Company-paid life insurance worth 2x your annual salary Long Term Disability
- 401k with 2% company match
- Optional Aflac, additional life insurance, and pet insurance
- Employee Assistance Program
- Employee referral bonuses
All employees are considered benefit eligible if their schedule is 17.5 hours per week or more. Time-off balances are pro-rated for part-time employees. Insurance plans remain the same regardless of FT or PT benefit eligibility.
Thrive believes in healthy work/life balance and a friendly/family working environment, whose values include Dignity, Respect, Teamwork and Professional Support and Development.
