Help Desk Specialist

Job Purpose  

This position will be the first point of contact for the technology department and should focus on customer satisfaction. The Help Desk Specialist will take calls, emails, and chat messages and create tickets, provide support, and escalate those tickets as necessary.   

Qualifications   

High School Diploma

Core Job Duties  

• Answer all technology department calls and create support tickets. 
• Properly troubleshoot and document issues, providing clear and concise details for the technician receiving the ticket. 
• Provide technical support for remote issues during downtime. 
• Escalate support tickets when on-site support is needed, or when they cannot be resolved remotely. 
• Keep the ticket system updated and organized during downtime. 
• Adherence to all applicable evidence-based practice models.  
• Orally communicate information effectively and accurately.  
• Assure program operates within the constraints of the agency’s certification (CARF, DMH) standards and strategic plan related to clinical care.    
• Abide by program and agency policies and procedures. 
• Other job duties and special projects as assigned.