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PC & User Support Technician

Company: LifeWays Community Mental Health
Location: Jackson
Posted on: June 24, 2022

Job Description:

Job DescriptionGeneral Summary:Under the direction of the Executive Director, Information Technology The PC & User Support Technician is the primary customer support position for the Information Technology (IT) Department. The position provides Tier 1 and 2 support for all client hardware technologies, non-Electronic Medical Record (EMR) software, and is the first point of access for Help Desk requests. Essential Functions:

  • Provides first line response for customers requiring assistance with information technology issues, technology applications and end user devices.
  • Responds to requests for technical assistance by phone, email, instant message and/or using a Help Desk work order management system in a timely manner.
  • Provides Tier 1 and Tier 2 resolution of technical issues with client hardware technologies including LifeWays-owned personal computers, laptops, tablets, desktop or cellular telephones, printers, copiers, etc.
  • Resolution of technical issues generally occurs at LifeWays sites in Jackson and Hillsdale counties but travel within the State of Michigan may be necessary.
  • Tracks issues to resolution, updating the internal knowledgebase/Help Desk work order management system, and communicating needs with relevant teams and departments.
  • Assigns Help Desk work orders to appropriate subject matter experts and facilitates timely resolution to meet the customer's need.
  • Quickly and accurately determines the incident scope, impact and expertise needed for proper resolution.
  • Follows up on tickets at pre-defined intervals until resolved.
  • Works with LifeWays' Systems Engineer to create, maintain and update computer images for network imaging.
  • Works on-call after hours and weekends in rotation with other IT staff.
  • Acts as a liaison between customers and the subject matter/technical experts.
  • Maintains an excellent customer service orientation with all customers.
  • Maintains the information technology asset tracking and inventory management system.
  • Maintains updates to the agency's Internet and Intranet sites as requested
  • Supports the agency's accreditation and regulatory auditing process.
  • Maintains regular and predictable attendance.
  • All other duties as assigned.Required Education/Licensure/Certification:
    • Associate's degree from a regionally accredited university in computer science, information technology, information management, business or related field, or any combination of skills and experiences equal to this level of education.
    • Mental Health First Aid Training, upon hire.
    • Must have reliable transportationPreferred Education/Licensure/Certification:
      • Bachelor's degree in Computer Science, Information Technology or related field.
      • CompTIA A+, Security+, Microsoft Certification, ITIL Certification.

Keywords: LifeWays Community Mental Health, Ann Arbor , PC & User Support Technician, IT / Software / Systems , Jackson, Michigan

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