What are the responsibilities and job description for the Support Tech III position at Recovery Innovations?
Change Lives With Recovery Innovations! Our Mission is to empower people on their journey to recovery, helping them achieve their goals, rediscover meaning and purpose in life, and reconnect with themselves and their communities. Our Vision is to revolutionize healthcare by pioneering innovative solutions that go beyond behavioral health, empowering people to thrive in the communities where they live, work, and play. Join a groundbreaking team at the forefront of Peer-Powered Support, empowering individuals on their journey through mental health and substance use challenges! Be part of something bigger—together, we can change lives and create lasting hope!
Position: Support Tech III
Job Type: Full-Time; Non-Exempt
Shift Details: Monday-Friday 8:00AM-5:00PM
Work Location: Hybrid - Peoria, AZ & Raleigh, NC
Salary/Hourly Wage: $34.00 - $36.00/hour Weekly Travel Incentive For Overnight Travel
Specialties / Licenses or Certifications:
Summary of Job: The Support Tech III position is responsible for installing, configuring, and troubleshooting hardware, software, and server operating systems in addition to telecommunication equipment and services. Support Tech III is responsible for responding quickly to internal customers and managing the ticket system and queue.
Essential Duties and Responsibilities:
Technical Support & Help Desk
- Act as first- and second-level support for help desk requests.
- Track tasks and inventory in designated online tracking/ticketing systems; use discretion and judgment to promptly organize and perform requested services.
- Maintain professional behavior and provide exceptional customer service in a highly confidential environment.
Training & Staff Support
- Train and mentor new and current staff in all protocols, procedures, and training.
- Provide guidance to staff on best practices for system use and troubleshooting.
Hardware, Software & Systems Administration
- Deploy and complete standard PC configurations and update PCs to established standards.
- Perform maintenance and repairs on computer equipment.
- Ensure adequate inventory of available and working computer equipment.
- Maintain and update technical documentation for systems and equipment.
- Manage access to the WAN and develop/maintain Windows Active Directory (AD) policies.
- Enter and maintain user profiles, including establishing appropriate security levels, user permissions, and modifications.
Telecommunications & Network Services
- Develop, coordinate, and implement telephone systems and voicemail solutions, including ongoing maintenance of telecommunication equipment.
- Maintain and publish updated organizational telephone directory.
- Coordinate scheduled maintenance (system downtime) with end users to minimize business disruption.
- Provide daily, weekly, and monthly PBX reporting.
Professional Development & Industry Knowledge
- Keep up to date with technical knowledge and industry sector developments.
- Actively seek opportunities for continuous improvement in systems and support processes.
Compliance & Organizational Standards
- Understand and adhere to Recovery Innovations compliance standards as outlined in the Code of Conduct and Conflict of Interest Policies.
- Ensure all work aligns with organizational policies, procedures, and confidentiality requirements.
Additional Responsibilities
- Perform other duties, projects, and responsibilities as assigned.
Your well-being and success are our priority at RI—explore our benefits and discover how we invest in YOU every step of the way! As an innovative leader in behavioral health care, we are committed to supporting our teams through a comprehensive benefits package. This includes competitive health, dental, and vision insurance, as well as access to mental health resources and wellness programs. We offer a strong retirement plan with company matching and generous paid time off to support work-life balance. In addition, we provide ongoing opportunities for professional development and training to help you advance in your career. We value the contributions of our team members and are dedicated to fostering a supportive, inclusive environment where you can thrive both personally and professionally.
Job Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
- Education/Licenses:
- Associate degree, IT Certification or years of experience.
- Experience:
- 5 years of IT, help desk, tier 1 computer/software technical support experience is required.
- Skills:
- Above average computer skills including databases, spreadsheets, interface file maintenance and related computer programs designed for billing, coding, and accounting purposes.
- Ability to focus on the big picture while attending to multiple detail requirements in a changing environment.
- Ability to analyze and interpret data.
- Ability to formulate, recommend and implement solutions.
- Ability to adapt to change in the workplace and demonstrate the ability to work collectively within a diverse team environment.
- Ability to use critical thinking and reasoning skills to solve a problem.
- Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.
- Ability to find a solution for or to deal proactively with work-related problems.
- Driving Requirements:
- If driving is required for this position, must meet all requirements outlined in Recovery Innovations driving policy.
- If not qualified to drive per driving policy, a Non-Driver Attestation form must be signed.
- Miscellaneous Requirement(s):
- Travel required based on business need.
- Applicants must be at least 18 years old unless residing in a state where funder or government regulations set a different minimum age requirement.
- Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism.
- We are a Second-Chance Employer
- Must be able to pass a seven-year background check.
- Must be able to pass substance abuse testing and/or tuberculous testing (if applicable).
- Must be able to obtain designated fingerprinting clearance in applicable states.
- Must be able to pass education verification check.
- Must be able to pass three-year motor vehicle report and meet minimum eligibility requirements criteria of insurance carrier (if driving is required for this position).
Physical Demands:
May include work close to the eyes and substantial motions of the wrist, hands, and/or fingers. Frequent sitting, standing, walking, handling, finger dexterity; eye-hand-foot coordination, use of corrected vision; color vision; use of auditory senses. May be required to lift up to twenty (20) pounds.
Work Environment
May work in an office environment or behavioral health facility. May have contact with individuals who are agitated and/or confused. Work may include travel throughout the geographic region
ADDENDUM – Arizona
Education
Licensure
Certification
Misc. Requirement
Must be 21 years or older
ADDENDUM – Louisiana
Education
Licensure
Certification
Misc. Requirement
Must be 24 years or older
ADDENDUM – Washington
Education
Licensure
Certification
Additional specified state registration for Registered Agency Affiliated Counselor (AAC)
Misc. Requirement
Recovery Innovations is committed to providing equal employment opportunities to all individuals. Our hiring practices are based on merit, qualifications, and abilities. We do not discriminate against any employee or applicant on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law. We strive to create a workplace where every employee feels valued and respected.
Recovery Innovations is a second chance employer and we evaluate all qualified applicants fairly, including those with criminal histories, in accordance with legal and funder requirements. If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed above may vary depending on the nature of your employment with Recovery Innovations.
The wage range for this role considers the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable geographic differential associated with the location at which the position may be filled. At Recovery Innovations compensation decisions are dependent on the facts and circumstances of each case.
Salary : $34 - $36