IT Help Desk Technician
Is your passion to make a real difference? If so, please consider joining our team! With over 16 programs located across Western Wayne County's communities, Hegira Programs, Inc. (HPI), a private non-profit corporation, is one of the largest freestanding behavioral healthcare agencies in the area. HPI, accredited by the Joint Commission and licensed by the State of Michigan, provides a broad array of mental health and substance abuse treatment and prevention services to individuals of all ages.
Hegira Programs, Inc. is seeking an action oriented, pro-active IT Help Desk Technician to join our technology team!
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
The Information Technology Help Desk Technician shall have Bachelor’s degree in Information Technology and a minimum of five years’ experience, including working knowledge of Windows 10/7, Microsoft O365, network printers/copiers, Active Directory Administration, and image development/rollout, and other help desk processes. He/she shall have excellent communication and troubleshooting skills. A+ certification is required and advanced certifications like MCSE, ITIL, or CCNA are a bonus. Tier 2 support is required and Tier 3 support as well as helpdesk management responsibilities are a bonus. Must maintain current vehicle licensure and automobile insurance.
LOCATION: Livonia, MI (easy access on/off I-96 at Newburgh)
STATUS: Full-Time; Mon-Fri business hours (8:30am-5pm) and off hours as needed
COMPENSATION: Dependent on education/experience.
REQUISTION #: 17-1226
Hegira offers a competitive benefits package including healthcare benefits, dental, vision, short term disability, long term disability , 403(b) retirement savings plan with company match, life insurance, wellness incentive, and generous paid time off benefits. As a 501c (3) organization, Hegira employees are eligible to participate in the Public Service Loan Forgiveness (PSLF) Program for student loans. HPI also offers regular in-house training opportunities.
ESSENTIAL JOB RESPONSIBILITIES
Technical:
- Follow all IT Department process/procedures and corporate policies relating to the delivery of technological services.
- Work to improve or replace any process/procedures that are problematic or difficult to implement.
- Work with users to understand and verify their requested needs and obtain IT Department management approvals for all new purchases or upgrades
- Fully utilize IT Department ticketing, inventory, and desktop management tool to improve help desk efficiency. Look for tool features/capabilities that can exploited to increase efficiency.
- Keep desktop images up-to-date including retrofitting changes.
- Balance projects and user support communicating progress according to IT Department process/procedures.
- Analyze and troubleshoot support problems to resolve user problems in a timely manner.
- Support all computer systems/networks of HPI.
- Schedule and install/upgrade hardware and software.
- Recommend technology solutions to solve business problems.
- Maintain inventory of hardware and software.
- Must be able to lift computer equipment in excess of 50 pounds.
- Keep current on all technology changes, making recommendations when appropriate.
- Participate in training to maintain and further understanding of information systems.
- Prioritize all tasks and duties effectively.
- Available for any additional responsibilities and assignments as determined by the Chief Information Officer
Critical Thinking:
- Analyze and troubleshoot support problems and apply understanding of computer software and hardware products and services to resolve user problems.
- Recommend technology solutions to solve business problems.
- Keep current on all technology changes, making recommendations when appropriate.
- Prioritize all tasks and duties effectively.
Interpersonal:
- Understand customers’ needs and provide excellent customer service
- Participate in training to maintain and further understanding of information systems.
- Provide training to HPI users as necessary.
- Collaborate with users to provide solutions to business problems.
Physical Requirements:
- Regular and reliable work-site attendance and punctuality is required.
- Adequate visual acuity to interact with electronic systems
- The IT Help Desk Technician shall have reliable transportation to adequately ensure multiple site IT support and coverage.