Job Description:The Helpdesk Support Agent III assumes a crucial role as a support specialist, dedicated to assisting end-users with their software and hardware queries and issues. Their responsibilities encompass recording and promptly responding to end-user support problems, including basic issues handled by the department.To foster proactive improvement in end-users' skills, the agent schedules and conducts one-on-one and group training sessions. They also diligently maintain precise and effective end-user training materials, encompassing both physical and web-based manuals and assistance tools. These resources cover Microsoft standard products and standard business software used throughout the organization.Adept at problem-solving, the Helpdesk Support Agent III tackles complex user issues efficiently. They liaise with the Administration and Department Head staff, providing updates on pending problems and any forthcoming changes related to desktop user applications.Essential Job Functions:
Act as support specialist for end-users by recording end-user support issues/questions and providing timely response for assistance with software and hardware questions/issues as well as all basic issues handled by the department.
Schedule and prepare one-on-one and group training to assist the proactive improvement of end-user’s skills.
Maintain accurate and effective end-user training materials via paper and web-based manuals and assistance tools for both the Microsoft standard products as well as standard business software used through the organization.
Problem Solve complex user issues. Communicate with Administration and Department Head staff about pending problems and changes in desktop user applications.
Perform routine technical maintenance to hardware.
Repair and replace parts in computer hardware.
Train staff on computer use
Assist with the installation and maintenance of all voice and data communications at all locations.
Install workstations including both hardware and software.
Provide an accurate inventory recording of all equipment related to information technologies and all end-users.
Perform other duties as may be assigned by the supervisor.
Moderate technical leadership that is Support focused
Consistent high-ticket closure with minimal peer engagement and escalation returns
Knowledge, Skills, and Abilities:
Ability to read and interpret documents such as computer manuals, software documentation manuals, safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of residents or employees of the organization.
Ability to apply logic and understanding to carry out instructions furnished in written, oral or diagram form.
Ability to deal with problems involving several concrete variables, effectively use problem-solving techniques and effectively respond to crisis and other critical situations.
Ability to perform effectively in the face of changing job demands.
Ability to take necessary and appropriate action on one’s own.
Ability to establish effective relationships via telephone and personal contacts.
Ability to follow direction and accept supervision
Effectively use all Microsoft Office products (current and most recent versions).
Extremely high level of direction on technical troubleshooting and processes
Experience and Education Qualifications:
Bachelors of Science Degree or 4 years of equivalent IT experience
3+ year of experience
1 A+, Network+, Project+, etc. certificate preferred
Must be in good standing as a Helpdesk Support Agent II or equivalent to be considered
Effectively use all Microsoft Office products (current and most recent versions).
Supervisory Requirements:NoneEmployment Requirements:
Successful completion of background check including criminal record, driving record, abuse/neglect and fingerprint check.
Completion of New Hire Orientation at the beginning of employment.
All training requirements including Relias at the beginning of employment and annually thereafter.
Current driver’s license, acceptable driving record and current auto insurance.
Physical Requirements:ADA Consideration - Sedentary work: Exerting up to 10 pounds of force occasionally (exists up the 1/3 of the time) and/or a negligible amount of force frequently (exists 1/3 to 2/3 of the time) to lift, carry, push, or pull, or otherwise move objects, including the human body. Repetitive movements of hands, fingers, and arms for typing and/or writing during work shift.Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.Position Perks & Benefits: Paid time off: full-time employees receive an attractive time off package to balance your work and personal life Employee benefits package: full-time employees receive health, dental, vision, retirement, life, & more Top-notch training: initial, ongoing, comprehensive, and supportive Career mobility: advancement opportunities/promoting from within Welcoming, warm, supportive: a work culture & environment that promotes your well-being, values you as human being, and encourages your health and happiness Brightli is on a Mission:A mission to improve client care, reduce the financial burden of community mental health centers by sharing resources, a mission to have a larger voice in advocacy to increase access to mental health and substance user care in our communities, and a mission to evolve the behavioral health industry to better meet the needs of our clients.As a behavioral and community mental health provider, we value diversity, equity, and inclusion in our workforce and encourage applications from individuals from diverse backgrounds and experiences. If you are passionate about empowering your local communities and promoting health equity, we invite you to join our mission-driven organization that is committed to building a diverse, equitable, inclusive and authentic workplace.We are an Equal Opportunity and Affirmative Action Employer, and encourage applications from all qualified individuals without regard to race, color, religion, sex, gender identity, gender expressions, sexual orientation, national origin, age, marital status, disability or veteran status, or to other non-work related factors.Adult & Child Health is a Smoke and Tobacco Free Workplace.
