IT Help Desk Technician

Integrated Services for Behavioral Health is seeking an IT Help Desk Technician to deliver professional-level technical support to employees, providers, interns, temporary staff, and contractors across its Ohio locations. This onsite role in Delaware, OH focuses on first-level troubleshooting, account and endpoint support, documentation, and user training to keep teams productive and systems running smoothly.

Role Overview

You will provide timely technical assistance across ISBH internal systems and general IT needs, using telephone, chat, remote communication tools, and in-person support. The position also includes hands-on work with endpoint devices, including building, rebuilding, wiping, and maintaining hardware according to published procedures.

Responsibilities

• Provide first-level technical troubleshooting to resolve general ISBH IT and system support issues via phone, chat, remote tools, and in person.
• Resolve assigned tickets efficiently and thoroughly in a customer-friendly manner.
• Manage user accounts, including password resets, account unlocking, user group modifications, account creation, account disabling, account deletion, and account troubleshooting.
• Research and resolve technical issues within required timeframes and escalate to tier 2 support when appropriate.
• Document all customer interactions within each assigned help desk ticket.
• Install, update, test, and configure software components for end users as needed.
• Use diagnostic tools and technical experience to troubleshoot and resolve assigned issues.
• Test fixes to ensure problems are resolved and customer satisfaction is achieved.
• Perform preventative maintenance on endpoint devices as required.
• Build new endpoint devices for new hires and device refresh cycles, following published procedures.
• Rebuild existing endpoint devices to support reuse and issue resolution, following published procedures.
• Wipe endpoint devices in support of recycling and refresh cycles, following published procedures.
• Support special IT or technology projects as assigned.
• Log all support calls and interactions in the helpdesk ticketing system.
• Provide technical training on ISBH systems, including new hire orientation, new systems rollouts, and support for special projects or initiatives.
• Follow up with end users after ticket resolution to help ensure customer satisfaction.
• Maintain IT inventory documentation and update the inventory system as changes occur.
• Remove viruses and/or infected files as appropriate and communicate risks to staff.
• Adhere to the ISBH Confidentiality Policy.
• Participate in New-Hire Orientation as needed.
• Complete other technology projects and tasks assigned by the supervisor.
• Travel to offices throughout the service area is required.

Requirements

• Associate’s degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification (required).
• A+ certification (required).
• At least 3 years of helpdesk or technology experience in a Microsoft Windows environment (required).
• One year of experience in a Healthcare IT setting (preferred).
• Excellent customer service and communication skills.
• In-depth knowledge of desktop support plus basic computer hardware and software troubleshooting.
• Basic knowledge of networking principles, including configuration of network routing and firewall rules.
• In-depth knowledge of Microsoft Windows and network security.
• In-depth knowledge of Microsoft 365 and the cloud computing environment.
• Basic knowledge of software installation and management (updates, tools, etc.).
• In-depth experience providing customer service support in-person, by phone, or remotely.
• Experience with mobile device management.
• In-depth ability to troubleshoot, repair, and configure PCs, switches, routers, etc.
• Working knowledge of wireless networking (required).
• Strong interpersonal and communication skills, with the ability to build rapport across multi-departmental teams.
• Strong organizational skills and ability to manage multiple tasks and priorities.
• Ability to work collaboratively as part of a multidisciplinary team.

Technologies

• Microsoft Windows
• Microsoft 365
• Cloud computing environment
• Mobile device management

Compensation and Benefits

The hourly rate for this onsite position is USD 25 to 30 per hour.

• Medical
• Dental
• Vision
• Short-term Disability
• Long-term Disability
• 401K w/ Employer Match
• Employee Assistance Program (EAP) provides support and resources to help you and your family with a range of issues.