What are the responsibilities and job description for the Technical Support Analyst I position at Frontier Behavioral Health?
Frontier Behavioral Health’s presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist then in their journey. If you want to have a positive impact in the lives of others come join us!
This position is responsible for technical support of the FBH Helpdesk and all initial contacts for support and troubleshooting of end-user requests in a timely manner. In addition, the functions of this position include, desktop, hardware and telephone support, along with assisting the Application side of the Helpdesk when necessary and providing training to end-users as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES includes but are not limited to the following:
- Assists the Senior Network Engineer Supervisor, as needed.
- Assists with the Technical Training needs of the agency, as needed.
- Receive, resolve, distribute, and track all requests for assistance in Help Desk Tracking system.
- Provide First Level of the technical support of FBH for desktop, operating systems, printers, and other hardware needs.
- Assists in the areas of Application Support.
- Assists in the maintenance of all software licenses, original disks, and proof of purchase for ensuring the legal distribution of PC software.
- Responsible for managing network user accounts.
- Participates in On Call Rotation.
- Resolves issues in a timely manner during regular scheduled hours and after hours, as needed.
- Effectively communicates relevant IT-related information to superiors.
- Achieves excellence in all areas of business.
- Champions change and effectively manages the implementation of new ideas.
- Reinforces team approach throughout practice both on FBH projects and external initiatives.
- Supports and solicits input from team members at all levels within the organization.
- Communicates effectively with FBH staff to identify needs and evaluate alternative business solutions and strategies.
- Continually defines ways to increase internal and external customer satisfaction and deepen customer relationships ensuring a positive experience with FBH TST.
- Lends expertise to internal teams and task forces.
- Ensures compliance with standard FBH policies and procedures.
- Assists in Disaster Recovery planning and backup routines.
QUALIFIED CANDIDATES WILL HAVE:
REQUIRED:
- Minimum High School Diploma, AA or AS degree desired.
- Three years experience in Helpdesk Support, Microsoft Office Suite products, customer service, and Helpdesk tracking software. Excellent diagnostic/troubleshooting and communication skills are required.
- Must have reliable transportation, insurance and an active drivers’ license and be willing to use personal vehicle in the course of work.
PREFERRED:
- Proficiency with Backup Exec, and knowledge of Active Directory and certifications in knowledge-based areas preferred.
Technical Systems Analyst (on-site)
Gritman -
Moscow, ID
