Computer Helpdesk Technician in Denver, CO at Mental Health Center of Denver

Date Posted: 12/10/2017

Job Snapshot

Job Description

POSITION SUMMARY:  As part of the Infrastructure Team, the Helpdesk Technician is the first line of client communication and provides first level customer support including basic computer troubleshooting and repair, network/internet connectivity, email, software applications, and incident triage. This position is customer-focused, requiring exceptional customer service skills. The position is responsible for ensuring the highest level of service delivery for the departments supported by the MHCD Helpdesk. The ideal candidate will have a thirst for knowledge and an ability to quickly diagnose user issues and follow them through to resolution.

You will receive, prioritize, document and actively resolve end user helpdesk requests and call out priority incidents when appropriate and necessary to ensure our business systems are functioning at the highest level. We expect you to be creative, follow processes, look for solutions by using different tools and resources. At times, you will work with end users, in-person and giving them hands-on assistance in a positive, educational and friendly approach.

OUR PRIMARY SYSTEMS:

  • VMWare Horizon virtual desktops for about 900 users
  • Office 2016 on the virtual desktop
  • Office 365 Hosted Exchange for email
  • ServiceDesk Plus for helpdesk ticketing
  • Netsmart Avatar Electronic Health Record

ESSENTIAL JOB FUNCTIONS:

  • Provide technical operating assistance to users via phone and in person.
  • Create accurate and properly formatted tickets for all work that is performed
  • Respond to and track Help Desk calls and Help Desk emails and assign Help Desk requests as necessary.
  • Develop and update the computerized Solutions database using Service Desk + software
  • Provide on-call after-hours technical assistance on regular rotation with other IT staff.
  • Assist NOC staff with maintenance of local area network and telecommunications infrastructure.
  • Repair, maintain, and upgrade computer equipment to minimize user downtime.
  • Install, relocate, maintain, configure, repair, document computers, peripherals, and communications equipment.
  • Participate in inventory tracking of all computer equipment, including the tracking of computer deployment date.   This allows for a routine schedule of replacement.
  • Comply with and assist users in complying with MHCD policies, procedures, and standards applied to computers and peripherals.
  • Provide overall assistance and back-up coverage for the Information Technology Department.
  • Perform research on best practices and state of the art technology advances to assure that the company is providing the best in equipment and support.
  • Assist users with ergonomic issues to promote comfort and prevent injury in using computers.
  • Perform other related duties as assigned.

EDUCATION:

  • Bachelor degree in computer science/related area preferred. Technical school education or equivalent experience is acceptable.

EXPERIENCE:

  • 3 years minimum experience with personal computers in a network environment.
  • Experience with Microsoft Windows operating systems and Microsoft Office products.
  • Experience with computer hardware setup, repair and trouble shooting.

SKILLS AND COMPETENCIES:

  • Strong verbal and written communication skills and a strong customer service orientation.
  • Will have access to confidential and sensitive personnel, financial, and consumer information – maintain confidentiality and use discretion in these aspects.

SUPERVISORY RESPONSIBILITIES:   None

TYPICAL PHYSICAL DEMANDS: Requires sitting, standing, bending and reaching. May require lifting up to 50 pounds.   Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, the telephone and other office and/or clinical equipment.

WORKING CONDITIONS: May require occasional evening or weekend hours. Requires 24/7 on-call hours service on a rotating basis (approximately 1 week per month). Requires car and valid Colorado driver’s license.