Technology Support Associate

Position Summary:

This position will provide telephone-based technology support to all staff in PMHCC, PMHCC-CTT, and contractual partners. This is a first-level support position for all types of problems or useability questions as it relates to the technologies used within the corporation.

Duties and Responsibilities:

• Provides telephone technical support for first-level network, computer, printer, peripheral, and software problems
• Creates, updates the status, closes, and reports on Help Desk job tickets for communications received through the Information Services Help Desk
• Performs thorough documentation of all Help Desk tickets from initial assignment to closure
• Creates second-level tickets if an issue requires escalation to the Technical Support Specialists or another area of the Information Services department
• Assists employees who contact the IS Help Desk with software or hardware specific usability questions or issues
• Provides first-level cell phone (iPhone) support, including password resets, IOS updates, wiping devices, email configuration, and joining devices to the corporate Mobile Device Management system (MDM)
• Responsible for the creation of Help Desk reports on an as-needed or requested basis
• Meets on a regular basis with the Technical Services Manager and the Technical Support Team on the status of all first-level tickets to ensure all service level commitments are being met
• Responsible for the documentation of all IS procedures relating to processes that fall under this position’s duties and responsibilities
• Works with vendors approved by the Chief Information Officer in handling in-warranty and out-of-warranty repairs of computer equipment
• Keeps current with trends and issues in the technology industry
• Assists the Training & Support Coordinator in managing the software licenses. Tasks include maintaining the software license assignment spreadsheets, assigning licenses to staff once approved by the Chief Information Officer, and installing the software/license on the user’s assigned computer
• Assists the Training & Support Coordinator in maintaining the Computer Training Room
• Assists the Training & Support Coordinator in new hire orientation
• Other duties as assigned

Skills Required:

Excellent analytical, verbal, written, communication, and organization skills. A thorough knowledge of computing technologies and computer networking. Ability to establish effective working relationships with end users, departmental, and administrative management. Ability to communicate computer/networking concepts to non-technical personnel. Able to write technical documentation. Excellent customer service skills are a must.

Education and Experience:

Associate’s degree, Bachelor’s degree, or Professional Trade School diploma preferred. On-the-job experience will be a consideration in place of a formal degree. A minimum of two years working in an IS/IT end-user support/help desk position. Proficient in the use of the following technologies: Microsoft Windows 11, Microsoft Office, Google Chrome, Microsoft Outlook, Google Mail, virtual meeting software (Teams, Zoom, Meet), Multifactor Authentication (MFA) apps, Virtual Private Network (VPN) client software, and Apple iPhones.

Physical Demands

Must be able to stand for long periods of time. (E) Must be able to sit for a minimum of 2 hours working at a computer screen/keyboard/mouse, typing or performing computer-related functions. (E) Must be able to spend long periods of time on the telephone.

Equal Opportunity Employment:

PMHCC is committed to equal opportunity. It is our policy to support equal employment for all employees and applicants without regard to race, religion, color, sex, sexual preferences, age, national origin, disability, behavioral health status, military status or any other characteristic protected by law.

Americans with Disabilities Act:

Employees as well as applicants who are currently, or become disabled, must be able to perform the functions of the job with either reasonable accommodation or unaided. PMHCC, Inc. will examine reasonable accommodations on a case-by-case basis in accordance with the law.