Help Desk Technician

Employees are expected to perform essential duties to performance standards. As needed, reasonable accommodations will be made for otherwise qualified employees with disabilities that are covered by the Americans with Disabilities Act (ADA), in so far as the accommodation does not create an undue hardship on Behavioral Healthcare Partners of Central Ohio, Inc. (BHP).

• Provides back-up and support to BHP’s computer networking system. Uses diagnostic testing software and equipment and identifies causes of networking problems.
• Installs hardware, and troubleshoots and resolves hardware problems, including desktop and laptop computers, and telephone systems. Installs, activates and troubleshoots wireless devices.
• Develops and maintains expertise and current working knowledge of BHP software, including its operating systems, Microsoft Office applications, electronic client records software, and other job software.
• Assists in providing new hire training so employees regarding software and hardware they’ll be using on the job.
• Maintains a functioning data backup system to protect critical data in accordance with BHP’s data backup plan.
• Provides support for BHP’s password policies controlling and providing security for accessing network, software, electronic client files, and other protected files.
• Maintains the security of email, voice and other electronic communications, and configures security settings or access permissions for individuals and groups.
• Provides coverage as part of a team for 24/7 HelpDesk response. Answers user inquiries, troubleshoots, responds to, and resolves IT issues interfering with staff’s ability to complete their job tasks.
• Documents network support activities.
• Works with IT contractors and software and hardware support technicians to resolve difficult problems, and provide the best possible technology experience for employees.
• Maintains confidentiality of HIPPA and other confidential and sensitive information.
• Maintains the highest level of integrity and professionalism in all aspects of job performance.
• Keeps abreast of current trends and “best practices” in the field. Attends and participates in required trainings on topics relevant to the job and to behavioral healthcare.
• Performs job responsibilities and maintains all records in accordance with BHP’s policy, procedure and protocol, and as appropriate to the job, all regulatory authorities’ accreditation/licensure/ certification standards, and all applicable laws and regulations.
• Works assigned schedule, exhibits regular and punctual attendance and works outside of normal schedule as required.

OTHER DUTIES AND RESPONSIBILITES

• Participates in community collaborations.
• Performs other duties as assigned.

KEY PERFORMANCE INDICATORS

The employee assigned to this position is responsible for achieving each of the following key performance indicators (KPI’s) to the specified standard. The employee is likewise accountable for consistently meeting or exceeding all of this job’s essential duties to performance standards as are evaluated throughout the course of employment, and which are rated during the performance evaluation period.

1. All HelpDesk requests are responded to within 8 business hours.
2. All troubleshooting and work performed to resolve IT related issues is properly documented in the IT ticketing system.
3. Any and all deficiencies found related to data security, network infrastructure, and IT related solutions are reported in writing to the Director of Information Technology in a timely manner.
4. Routinely performs on-site technical assessment visits to all BHP locations to visually check all equipment and help staff to report as yet unreported IT related issues.

SCOPE OF SUPERVISION

None

EQUIPMENT OPERATED

Computer, telephone, cell phone, copier, fax, and other general office equipment; security systems, servers and network equipment such as firewalls, switches, routers and backup devices; personal vehicle.

CONTACTS WITH OTHERS

Clients, staff, IT contractors, outside software and hardware technicians, general public, and other internal and external job contacts.

CONFIDENTIAL INFORMATION AND DATA

Client records, drug test results, BHP financial information and other confidential or sensitive information stored in protected and unprotected computer files and programs.

WORKING CONDITIONS

Good office working conditions when working in the office. When working in other BHP facilities, the employee is exposed to conditions within those facilities. Possible exposure to inclement weather and traffic conditions when traveling to and from worksites.

USUAL PHYSICAL DEMANDS

The following demands are typically used and exhibited by employees when performing this job’s essential duties and responsibilities.  They are not, and should not be construed to be qualification standards.  Rather, they are illustrated to help BHP and otherwise qualified employee or job applicant with an ADA disability identify essential job duties that need to be reasonably accommodated, and the type of appropriate reasonable accommodation which may be available which does not create an undue hardship on the employer.

The employee frequently converses verbally with others in person and by telephone.  The employee regularly exhibits digital dexterity and eye-hand coordination when performing IT responsibilities. The employee frequently sits for extended periods of time, and frequently walks through various types of environments. Vison demands include close, relatively detailed vision when using a computer screen, and performing other tasks.  The employee frequently sits in a vehicle for periods of time while driving to and from various locations.

REQUIRED KNOWLEDGE, SKILLS AND ABILIITIES

Knowledge of: basic information technology; basic computer hardware and networking; job software applications; telephone systems; network security and data backup; HIPAA and other confidentiality requirements.

Ability to: effectively respond to and provide technical assistance to end-users; develop expertise and current working knowledge of BHP software, including its operating systems, Microsoft Office applications, electronic client records software, and other job software; be self-directed; develop and maintain effective working relationships with coworkers and other job contacts; demonstrate respect and sensitivity for cultural and personal differences; contribute toward building a positive and productive team working environment; maintain confidentiality of confidential and sensitive information; consistently exhibit job competency, ethical conduct, integrity and trustworthiness; embrace and effectively adapt to organizational change; exhibit behavior and conduct consistent with BHP values and policies.

Skill in:  troubleshooting and resolving networking, software, hardware and other IT problems; maintain work records; training end-users on software applications and use of computer hardware and peripherals.

QUALIFICATIONS

Applicable laws or regulations require that employees assigned to some jobs attain a specific level of education, experience, or training, and license or certification. For other jobs, a combination of various levels and types of education, experience, training, and license or certification may qualify a person to perform essential duties of this position.  Qualifications specified for this position are:

Education, Experience and Training

Associate’s Degree in information technology, and 1 year experience in information technology field or 2 years equivalent experience. 

Licenses or Certifications

State motor vehicle operator’s license.

Additional Qualifications

Upon conditional hire, and as a condition of employment, each employee is required to submit to and pass a drug test, criminal background check, and may be required to submit to driving record check, personal vehicle inspection, and be insurable under BHP’s driving insurance provider guidelines depending on job assigned job duties.

Ability to document personal identity and employment eligibility within three days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act (I-9) requirements.