IT Help Desk Technician, Level 1

The IT Help Desk Technician, Level 1, provides support to clinical, administrative, and program staff and supports the overall technology operations of the organization. This role ensures staff have reliable access to information systems critical to behavioral health service delivery, including EHR platforms, Microsoft 365, and end‑user devices. The IT Help Desk Technician, Level 1, develops and follows systems, processes, and procedures to improve service quality, efficiency, security, and compliance. Duties are performed to ensure compliance with HIPAA, cybersecurity standards, and applicable regulatory requirements.

RESPONSIBILITIES:

• Provides first‑level technical support to staff via ticketing system, phone, and email.
• Diagnoses, troubleshoots, and resolves issues related to desktops, laptops, tablets, printers, peripherals, and other end‑user devices.
• Supports Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Provides technical support for behavioral health EHR systems, including account access, password resets, and basic troubleshooting.
• Configures, images, deploys, and maintains workstations and mobile devices in accordance with organizational standards.
• Assists with onboarding and offboarding of staff, ensuring timely setup and removal of system access and equipment.
• Develops and maintains accurate IT documentation, including tickets, inventory records, procedures, and user guides.
• Maintains compliance with HIPAA, information security policies, and confidentiality requirements.
• Identifies, documents, and escalates system outages, security concerns and recurring issues to IT leadership or vendors as appropriate.
• Collaborates with external vendors, managed service providers, and software support teams to resolve technical issues.
• Maintains knowledge and familiarity with organizational systems and technology standards used across clinical and administrative programs.
• Adheres to all organizational and departmental policies, including compliance with behavioral, ethical, and professional expectations.
• Remains professional and customer‑focused when interacting with staff, providers, and vendors.
• Assists with special projects including system upgrades, office moves, and technology refresh initiatives.
• Performs other duties as deemed appropriate by the Supervisor/Director.

QUALIFICATIONS & SKILLS:

• Working knowledge of Windows operating systems, Microsoft 365, and common business applications.
• Strong customer service, communication, troubleshooting, and documentation skills.
• Ability to manage multiple priorities in a fast‑paced, mission‑driven environment.
• Cultural competency and a desire to work with team members from diverse backgrounds.

REQUIRED LICENSES & EXPERIENCE:

• High School Diploma or associate's degree from an accredited college or university in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• A minimum of 2 years of IT help desk, technical support, or desktop support experience.
• Experience supporting users in healthcare, behavioral health, social services, or nonprofit environments preferred.
• Valid driver’s license in the state of residence plus three‑year driving history and a driving record in good standing for traveling between sites.

• $32.00 per hour.

EEO STATEMENT:

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, veteran status, or any other characteristic protected by law.