IT Help Desk Technician

Full-time · Corporate · Corporate

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Job Purpose

The IT Help Desk Technician provides IT support for day-to-day operations across the company; primarily focusing on desktop support for Corporate employees. This position escalates issues to IT management when appropriate and helps create/maintain “level 0” self-help documentation. The role maintains employee accounts across multiple cloud platforms, coordinating with other Corporate team members and/or hospital IT members where appropriate.

3 Cs:
Care – Provide the best possible patient care
Compliance – Ensure the program operates within all regulations
Community – Become a wonderful addition to your local community

Care: All employees are expected to provide the best possible patient care
  • Ensure accurate completion of the psychosocial assessment on each patient
  • Ensure accurate completion of group psychotherapy notes for each patient
  • Ensure accurate completion of treatment plans
  • Demonstrate understanding of mental health assessment of older adults
  • Demonstrate an understanding of gerontological counseling treatment, group therapy, theory, and evidenced based practices
  • Provide understanding of gerontological case management
  • Ensure understanding of mental disorders associated with aging

  • Compliance: Ensure the program operates within all regulations
  • Participate in outcome studies timelines, understanding of administration of the tests and when they are to be reported
  • Participate in treatment team meetings with medical director
  • Comply with 25-point check list
  • Complete all notes in prescribed timeline
  • Comply with all regulations

  • Community: Become a wonderful addition to your local community
  • Demonstrate understanding of community education definitions and activities
  • Participate in customer service training as it relates to community integration
  • Present Senior Life Solutions to community as directed by Program Director
  • Participate in cohesive team environment to ensure program success

  • The IT Help Desk Technician duties shall include, but not be limited to, the following:
  • Responds to and resolves IT support tickets in a timely manner.
  • Appropriately escalates IT related issues, requests, and/or questions to IT management.
  • Contributes to and maintains “level 0” self-help documentation on all company IT resources.
  • Effectively manages employee account creation and/or edits in a timely manner.
  • Coordinates information and issues with other Corporate employees and/or hospital IT members.
  • Answers incoming end user calls/emails and appropriately directs them to ticket creation and/or escalation.
  • Assists end users with Windows 10 computer/desktop issues.
  • Assists end users with peripheral and driver setup/maintenance.
  • Effectively answers employee technology related questions.
  • Appropriately documents and maintains logs of remote support sessions.
  • Maintains working knowledge of IT related products and/or services used by company.
  • Performs other related duties as assigned by management.

  • Qualifications
  • Education: HS Diploma required, with Associates degree preferred.
  • Experience: 1-2 years of IT support experience preferred.
  • Active CompTIA A+ Certification (1000 series) preferred.
  • Competent in PowerShell 4 or higher preferred.
  • Competent in iOS environment preferred.
  • High level knowledge of the Windows 10 environment.
  • Previous healthcare software experience desirable.
  • Demonstratable critical thinking skills.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Proficient in problem solving.
  • Strong efficiency skills, able to properly prioritize and escalate.
  • Ability to work independently.
  • Ability to understand and follow written and verbal instructions.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  • Ability to effectively communicate with people at all levels and from various backgrounds, while exhibiting extreme patience and kindness.
  • Commitment to excellence and high standards.
  • Ability to manage priorities and workflow.

  • Working conditions
    This job predominantly works from a personal home office, with occasional work from a professional office environment, but may require some travel to hospital/clinical and corporate office locations.

    Physical requirements
    While performing the duties of this job, the employee is regularly required to talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position required intermittent physical activity, including standing, walking, bending, kneeling, stooping and crouching as well as lifting (up to 50 lbs) and driving.

    Direct reports
    This position has no direct reports.

    Reporting Structure
    The IT Help Desk Technician position reports directly to the IT Support Specialist.

    Benefits
  • Monday through Friday schedule
  • No after-hours call
  • Competitive salary and benefits
  • Diverse roles including clinical, leadership, and community liaison
  • Matching 401K with immediate vesting
  • Relocation assistance considered

  • About PMC/Senior Life Solutions
    Founded in 2003, Psychiatric Medical Care manages more than 65 Senior Life Solutions programs across the U.S. Senior Life Solutions is an intensive outpatient behavioral healthcare program designed to meet the needs of adults over the age of 65 who are struggling with symptoms of depression or anxiety often related to aging. Patients are offered services by an interdisciplinary team of caring, experienced, behavioral health professionals, which includes a psychiatrist, licensed therapist, and registered nurse.

    To ensure we retain and invest in great people, PMC provides its employees with excellent benefits, recognition, training, and the opportunities needed for professional growth. Join us in making a difference in the lives of seniors in your community.

    Apply Online