General Function:

Works with Behavioral Health Management Team and VOAWW IT team to assure services are conducted according to contractual guidelines and other regulations. The IT Support Specialist is the first point of contact for service requests. This individual will balance a variety of tasks and prioritize responsibilities based on the level of urgency.

Principal Activities:

• Triage and resolve all Tier 1 & 2 support requests and escalate higher-level requests appropriately
• Set up all technology systems: Imaging PC’s; Deploying and configuring of software; and managing all technology requests (including log ins/passwords) for all onboarding of Behavioral Health staff
• Interface with EMR and Phone systems to resolve issues in timely manner to keep Behavioral Health downtime or loss of productivity to a minimum
• Responsible for troubleshooting and problem-solving systems issues which will involve interfacing directly with staff, management, VOAWW IT team and vendors
• Ordering and installing new hardware and software
• Ensure all processes are compliant with HIPAA privacy and security rules
• Work with the Behavioral Health management team to define and implement process improvement changes to increase efficiency and productivity
• Packaging and sending remote equipment and processing returned equipment
• Participate in formulating and administering IT standards, practices, policies, etc.
• Write instructional documentation and convey highly technical ideas in terms that non-technical people can understand.
• Other projects as assigned

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Qualifications:

• High School diploma or equivalent plus a minimum of four years previous experience building, deploying, and troubleshooting computer systems, hardware, printers, software, and IP networks within an enterprise environment
• Flexibility and time management skills required
• Must possess excellent verbal, written and customer service skills, people skills and communication skills
• Must have the ability to multi-task, apply problem-solving skills and seek out information until a solution is implemented
• Demonstrated application of analytical skills
• Experience supporting Microsoft technologies
• Knowledge of ACD phone systems
• Ability to learn and apply principles of trauma informed care into interactions with staff

Benefits: Competitive pay; Paid medical, vision and dental insurance; 403(B) plan matching; Paid sick, holiday, and vacation time; Paid travel time between clients; Mileage reimbursement; free training and Flexible schedules.