IT Support Technician

Red Rock Behavioral Health Services is seeking an onsite IT Support Technician in Oklahoma City, OK to provide day-to-day help desk support and keep agency technology running reliably. The role coordinates with the IT Support Manager on system management and operating procedures, while troubleshooting, documenting, and maintaining support for PCs, networks, telecom equipment, peripherals, and related software and hardware.

In this position, you will serve as a first level point of contact for technical support requests, work through user issues from initial identification to resolution, and support ongoing maintenance, upgrades, and deployments across desktop systems and local or network peripherals.

Responsibilities

• Respond to telephone calls, emails, and personnel requests for technical support
• Provide support to end users across a variety of technical issues
• Deliver first level technical support and troubleshooting, including assisting users with questions or problems
• Identify, research, and resolve technical issues and problems
• Document, track, and monitor problems to help ensure timely resolution
• Follow IT Support Manager direction for policies and procedures covering how problems are identified, received, documented, distributed, and corrected
• Follow established procedures for escalating issues to the next level of technical support
• Assist with the installation, maintenance, and general support of hardware and software systems
• Document, maintain, upgrade, or replace hardware and software systems and maintain inventory of hardware and software assets
• Participate in projects as directed by the IT Support Manager
• Participate in and conduct technical training programs when needed
• Support deployment, maintenance, support, and upgrades of desktop PCs, PC operating systems and applications, hardware, and local or network printers
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals
• Travel as necessary to agency sites to install PCs and other hardware
• Install, troubleshoot, repair, and maintain telecommunications equipment and cabling systems for data, security video, and phone
• Support and maintain user account information, including rights, security, and systems groups
• Coordinate special projects as requested by the supervisor to support timely completion of hardware, software, and customer training
• Communicate with vendors of electronic equipment and conduct product research to recommend feasible updates, repairs, or replacements aligned with agency needs
• Attend staff meetings, workshops, and seminars, and complete ongoing in-service and external training
• Assist in the development and implementation of programmatic goals and objectives
• Assist in compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations
• Maintain core competencies related to co-occurring disorders through continuing education and applying skills across treatment
• Support and assist with the facilitation of Care Plans for consumers within the Red Rock Health Team
• Perform other duties as required

Requirements

• High School Diploma or equivalent
• Two years of help desk experience
• Ability to plan, organize, and conceptualize training methods and user training needs, including providing computer training to customers
• Ability to work in pressure situations to meet required deadlines, with flexibility in work schedule
• Ability to work in an environment expecting a wide degree of creativity and latitude
• Technical writing skills and ability to train users at all levels
• Ability to manage and schedule multiple projects on an ongoing basis, prioritize work, and work independently and as part of a team
• Knowledge of PC hardware and software, word processing systems, information and data processing systems, database management systems, personal computer networking and communication, and basic programming logic and techniques
• Excellent verbal communication skills, including assisting and training non-technical personnel in software and hardware procedures and utilization
• Relevant Associate or Bachelor’s degree or Technical Training program preferred
• Four years of help desk experience preferred
• AIX Unix preferred
• Community Mental Health (CMHC) or Management Information System (MIS) degree preferred
• Microsoft Certified Engineer preferred
• Knowledge of LAN/WAN protocols relating to PC connectivity in a Windows Active Directory/Unix environment preferred
• Commitment to the mission of Red Rock BHS

Technologies

• PC operating systems
• Windows Active Directory
• Unix
• AIX Unix
• Microsoft Certified Engineer
• LAN/WAN protocols
• HIPAA

Benefits

• Health Insurance: generous portion paid by the employer
• Low-cost Dental and Vision Insurance
• Retirement Plan with employer contributions equal to 5% of annual salary
• Student Loan Repayment Options
• No Cost Employee Assistance Plan
• 3 Weeks Paid Time-Off, increasing annually between years 2-10
• 9 Paid Holidays
• 1 Floating Holiday to use at your discretion
• 4 Rest and Relaxation Days
• 3 days of Education Leave
• 4 hours of Volunteer Leave
• Eligible for Pay Increases and Bonuses Annually
• Employer Paid Long-Term Disability and Life Insurance

Physical Requirements

• Ability to stand or sit for long periods of time
• Ability to lift, push, or pull a minimum of 25 pounds
• Ability to travel approximately 50% of the time
• Ability to use telephone, PC, fax machine, copy machine, and printer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities: Red Rock Behavioral Health Services does not discriminate based on race, color, national origin, religion, gender, gender identity, age, marital/familial status, sexual orientation, or disability.