Job Description

ORGANIZATION INFORMATION:

Established in 1984, Equitas Health is a regional not-for-profit community-based healthcare system and federally qualified community health center look-alike. Its expanded mission has made it one of the nation’s largest HIV/AIDS, lesbian, gay, bisexual, transgender, and queer/questioning (LGBTQ+) healthcare organizations. With 22 offices in 12 cities, it serves more than 67,000 individuals in Ohio, Kentucky, and West Virginia each year through its diverse healthcare and social service delivery system focused around: primary and specialized medical care, retail pharmacy, dental, behavioral health, HIV/STI prevention, advocacy, and community health initiatives.

SALARY : $56,000- $65,000

This position provides technical support to all employees, providers, interns, temporary staff and contractors at all of our locations across the State of Ohio as well as our locations in Dallas Texas. This support may consist of both hardware, software and network trouble shooting and problem resolution. The Help Desk Technician is to research and follow-up on problems that may require additional resources.

ESSENTIAL JOB FUNCTIONS:
Essential functions of the job include, but are not limited to, typing, reading, utilizing a telephone, utilizing a computer or server, conducting research, attending meetings, interacting with others, coordinating multiple schedules and documenting steps for problem resolution.

MAJOR AREAS OF RESPONSIBILITIES:

• Provide first and second level technical troubleshooting skills to resolve general internal Equitas Health system support issues via telephone, chat, remote communication tools as well as in person
• Ensure all assigned tickets are resolved in an efficient, timely and customer friendly manner
• Appropriately document customer interactions within each assigned help desk ticket
• Apply diagnostic tools and skills to aid in troubleshooting and resolving issues
• Test fixes to ensure problem resolution and customer satisfaction
• Perform preventative maintenance on endpoint devices as required
• Log all support calls into the call tracking system
• Work with Help Desk Manager to communicate software issues
• Follow-up with callers to ensure customer satisfaction
• Maintain appropriate inventory documentation and update as changes occur
• Remove viruses and communicate with staff regarding potential risks
• Adhere to Equitas Health Confidentiality Policy
• Other technology projects and tasks as assigned by supervisor
• Resolve issues and/or assign or notify appropriate resource
• Work on special help desk projects as required
• Track and document regular daily activities and project status
• Adhere to Equitas Health Confidentiality Policy
• Create and manage users in various systems
• Maintain IT stock and report to Help Desk Supervisor
• Manage MFA and run regular MFA Reports
• Audit security camera users and accessibility at least monthly
• Update the content on Mission Central as requested
• Maintain the backend infrastructure and configuration for Mission Central
• Update external websites as required or at least on a biweekly basis
• Ensure external website are successfully backed up daily
• Lead large help desk based projects assigned
• All other tasks as assigned by the Help Desk Manager

EDUCATION/LICENSURE:

• Bachelor’s degree in Technology preferred

Knowledge, Skills, Abilities and other Qualifications:

• A+ certification required
• Minimum five years of Help Desk Technician experience required
• Strong oral and written communications abilities
• Experience with and ability to provide high quality customer service
• In-depth knowledge of Windows 10 and the MS Office suite of products required
• Knowledge of and ability to troubleshoot printers in a Windows environment required
• Basic understanding of network communication and connectivity required
• Working knowledge of wireless networking required
• Must have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence in working with persons of color, and gay/lesbian/bisexual/transgender community
• Must be able to maintain individuals’ confidentiality
• Willingness to travel as necessary to Equitas Health locations and/or end-user residences as necessary
• The Help Desk Technician is expected to have reliable transportation, driver’s license and proof of auto insurance required to facilitate occasional travel for on-site support needs. This role requires readiness to travel to different office locations across the state and, on rare occasions, to end-user residences to provide direct technical assistance. The ability to mobilize quickly and provide off-site support is essential for ensuring the continuity and effectiveness of our IT services. Mileage and travel-related expenses will be reimbursed according to the organization's travel policy.

OTHER INFORMATION:

Background and reference checks will be conducted. In accordance with Equitas Health’s Drug-Free Workplace Policy, pre-employment drug testing will be administered. Hours may vary, including working some evenings and weekends based on workload. Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment. Completing the application does not guarantee employment. EOE/AA