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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.