AnnArborRecruiter Since 2001
the smart solution for Ann Arbor jobs

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Log In or Create An Account

Get the latest Michigan jobs by following @recnetMI on Twitter!

Ann Arbor RSS job feeds