ADAPT of the Hudson Valley Hiring for Tier 1 Help Desk Technician Job at Middletown, NY Full Time

Summary of Position:

An employee in this position serves as the primary contact for technical assistance for end users requiring support of IT applications, services, and equipment. Provide first level technical support for end-users, by online/remote support, telephone, email, or walk-ins. Coordinate IT support process to ensure requests are completed in a timely manner and ensure customers are satisfied with support services.

Position Responsibilities:

• Responds to requests for technical support by resolving the issue or routing the issue to an appropriate technical support person for resolution. This includes issues with PCs, printers, network connectivity, passwords, phone/cell phones, and other agency technology as needed.
• Manages the problem resolution process for all issues from inception to closing.
• Maintains computer inventory including peripheral devices.
• Remotely or personally installs new software on existing PCs on the agency network and sets up new PCs for distribution to staff.
• Conduct research on hardware and software products to justify recommendations and to support purchasing efforts.
• Document incidents accurately in a helpdesk ticketing system explaining the problem and detailing techniques used to determine and apply solution.
• Provide timely support to Agency staff in a pleasant and helpful manner, including instruction and training as necessary.
• Support IT technical efforts and initiatives to improve end user computing experience.
• Handle all information, whether written or verbal, kin a confidential and professional manner in compliance with HIPAA standards and regulations.
• Cooperatively and efficiently perform all other related tasks as assigned by direct supervisor.
• Participate in conducting training for ADAPTHV as required.

Essential Skills and Experience:

• High school diploma or GED required, Associates or Bachelor’s degree in Computer Science or related field preferred.
• 2 years of IT experience including supporting, maintaining and repairing PC’s, laptops, mobile phones, printers and peripherals preferred.
• Thorough technical knowledge of PC and network hardware and software installation, operation and support.
• Exceptional customer service skills.
• Ability to effectively manage assigned routines with minimal supervision.
• Highly driven, self-starter with the ability to work independently as well as contribute to a team environment.
• Experience with Help Desk technical support team as frontline support technician fielding calls and performing call ticket follow-up.
• Successfully meet all screening requirements (both prior to hire and during employment) as required by applicable regulation.

Physical Demands and Work Environment:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Physical Demands:

While performing the duties associated with this position, an employee will be called upon to operate office equipment including but not limited to: inspection of cables in floors and ceilings; laptop and desktop PCs; printers; copiers; projectors; projection screens; sound systems; and, remote controls for electronic equipment.

Employees will regularly be required to lift and transport a moderately heavy objects, such as computers and peripherals; stand; walk; sit; use hands (or hands and arms) to carry, finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; crouch and kneel. Employees will also be regularly required to hear (with or without hearing devices), see (with or without corrective lenses) and speak.

Working Conditions and Environment:

While performing the duties associated with this position, an employee will be in an office setting; in residential and other ADAPTHV program sites; or in a van or other vehicle.

This position requires an employee to use their personal vehicle on a regular basis to travel to ADAPTHV sites and elsewhere in performing their job duties. Employees in this position must maintain liability insurance on their personal vehicle that meets the minimum standards specified by the agency. Mileage reimbursement for use of the personal vehicle will be available pursuant to ADAPTHV’s policies.

Job Type: Full-time

Pay: $16.00 – $18.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location