Responsible for deskside issues and escalation to senior team members where appropriate. The person in this position is required to work on site.

QUALIFICATIONS

• Must be a high school graduate or equivalent

• A+ and NW+ certification preferred

• Previous experience or knowledge of the following applications highly desired:

o Windows 10

o Microsoft Office

o Basic Network Troubleshoot Skills

o Knowledge of Smart Phones

o Understanding of Server Environments

o Telecommunications preferred

o Dragon or Voice Recognition Software preferred

o Basic Understanding of Active Directory preferred

ROLE AND RESPONSIBILITIES

• Provide support to employees or customers regarding technical inquiries

• Diagnoses to isolate the nature of the problem and resolve support issues

• Identifies, troubleshoots and resolves software, hardware and network failures

• Performs the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems

• Thoroughly documents cases to ensure continuity of information and adherence to customer service standards

• Create reports as needed

• Performs other duties as assigned

REQUIREMENTS

• Support CMH’s mission, vision, core values and customer service philosophy

• Adhere to the CMH Compliance Program

• Assures/maintains compliance with all accreditation, statutory and regulatory standards at the local, state, and federal levels

• Comply with all organizational policies

• Demonstrate outstanding customer service/advocacy, professionalism and integrity

KNOWLEDGE, SKILLS AND ABILITIES

• Good knowledge of endpoint computing devices

• Good organizational and planning skills

• Good interpersonal skills to resolve problems in a professional manner

• Able to prioritize cases and resolve time-sensitive issues

• Able to understand and convey terms and concepts related to technical support

• Willingness to adapt to change and support new technologies as well as policies and procedures in a positive manner

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS

• High-stress environment

• Exposure to blood and body fluids, communicable diseases, chemicals, radiation, and repetitive motions

• Pushing and pulling heavy objects

• Position may require lifting of 51-100 pounds

• Position requires reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing

• Mental demands include: alertness, analytic ability, memory, concentration, judgment, initiative, precision, creativity and communication.