What are the responsibilities and job description for the ADMINISTRATIVE SPECIALIST - INFORMATION TECH position at SOUTHERN HIGHLANDS COMMUNITY MENTAL HEALTH C?
Job Title: Tier One (1) Service Desk Technician IT
Location: Mercer County
Schedule: Full Time
About Us
Southern Highlands Community Mental Health Center (SHCMHC) is a Certified Community Behavioral Health Clinic (CCBHC) dedicated to supporting individuals and families with mental health and substance use needs. We are committed to providing compassionate, high-quality care, and our Service Desk plays a vital role in helping our clinicians and staff deliver those services effectively.
Position Summary
The Tier One (1) Service Desk Technician serves as the first line of technical support for SHCMHC’s CCBHC operations. This role provides front-line assistance to clinicians and staff, triaging tickets, resolving common IT issues, setting up users and devices, and helping maintain the stability of critical systems such as the Electronic Health Record (EHR), telehealth platforms, and other care-delivery tools. Work is carried out with a strong focus on privacy, empathy, and urgency.
Key Responsibilities
- Serve as the initial point of contact for IT support requests via phone, email, or ticketing system.
- Troubleshoot and resolve common issues related to hardware, software, networking, and user accounts.
- Support day-to-day operations of systems including Windows 10/11, Microsoft 365, Teams, OneDrive, and telehealth platforms.
- Assist with account provisioning, device setup, and printer/scanner troubleshooting.
- Document incidents, resolutions, and escalate complex issues when needed.
- Support the protection of sensitive health information in compliance with HIPAA and organizational policies.
Minimum Qualifications
- One (1) year of IT help desk or technical support experience, or relevant education/internship.
- Working knowledge of:
- Windows 10/11 and Microsoft 365 Suite.
- Entra ID (Azure Active Directory).
- Teams and OneDrive.
- Familiarity with ticketing systems and remote monitoring/management tools.
- Understanding of basic networking concepts (DHCP, DNS, Wi-Fi, VPN).
- Strong written and verbal communication skills; patient, empathetic, and service-oriented.
Why Join Us?
At SHCMHC, you’ll be part of a mission-driven team where technology directly supports the care and recovery of our community. We offer opportunities for professional growth, training, and the chance to make a meaningful impact every day.
