Desktop Support Technician

Desktop Support Technician

Behavioral Health Group (BHG) is the largest network of Joint Commission-accredited treatment centers and the leading provider of opioid addiction treatment services. We are dedicated to helping individuals overcome substance use disorders. With over 115 locations in 24 states, our team of more than 1,900 employees serves over 43,000 patients.

Job Summary

The Desktop Support Technician will maintain and support the technology infrastructure for the company. The infrastructure includes the network, intranet, workstations, printers, copiers, scanners, and telecommunications, including company cell phones. The position provides technical assistance via a variety of vectors including phone, email, and/or video. The position will also perform hardware/software installations, desktop maintenance, backups, and documentation and training tasks to assist all locations. Some travel may be required.

Summary of Essential Job Functions

The key responsibilities of the Desktop Support Technician include but not limited to:

• The Desktop Support Technician will be responsible for all users support services, including break-fix, desk-side support, new system installation, move/add/change, and asset tracking activities.
• Hardware troubleshooting and support including but not limited to: Methadone Pumps, Signature Pads, Credit Card Machines, Laptops, Desktop Computers, Thermal Printers, MFC Printers, Docks, Wireless Keyboard and Mice, Polycom and Cisco Phones, iPhones, iPads, Switches, Routers, APCs, Intercom System, Web Cameras, Security Cameras, Audio Hardware.
• Software troubleshooting support including but not limited to: Electronic Health Record Systems, Windows 10, Office 365 Suite, OneDrive, Bit-Locker, Active Directory and Azure AD, Remote Desktop Connection, Teams, 8x8, Control Up Console, Manage Engine Endpoint Central, Paper Save, Fax2Mail, O365 Admin Center, Exchange Admin Center, SharePoint, Carbon Black, Printer Logic.
• Assist in remotely supporting users at all company and potential WFH locations.
• Uses Active Directory (account creation/deletion, password resets, distribution lists, security groups, etc.) Ability to determine appropriate security access by Job Title and Mirroring.
• Knowledgeable in wired and wireless network technologies. Ability to troubleshoot from network drop to patch panel, switches, ADVA, and PDU.
• Monitors core systems and addresses or escalates issues as required in a timely manner.
• Works closely with other key teams including Compliance, Security, and Systems.
• Plan, prioritize, organize, and complete work to meet established SLA's and objectives.
• Provide weekly project updates and reports on assigned projects.
• Develop FAQ sheets for commonly asked questions.
• Recommend changes in software and hardware to improve computer capabilities.
• Able to function as a productive team-member, working in conjunction with all other team members in a helpful, positive manner.
• Supports acquisitions, de novos, facility expansions, relocations, etc. with onsite technical assistance as required, achieving all company objectives for timeliness, cost, and resource allocation.

Regulatory

• Ensure compliance with all federal and state regulatory bodies, as well as accrediting agencies
• Complies with all federal, state, and local regulatory agency requirements
• Complies with all accrediting agencies

Marketing and Outreach

• Participate in community and public relations activities as assigned.

Professional Development

• Demonstrates the belief that addiction is a brain disease, not a moral failing
• Demonstrates hope, respect, and caring in all interactions with patients and fellow Team Members
• Continue to learn new technical skills and implement leadership within the department
• Establishes and maintains positive relationships in the workplace
• Can work independently and under pressure while handling multiple tasks simultaneously
• Makes decisions and uses good judgment with confidential and sensitive issues
• Deals appropriately with others in stressful or other undesirable situations

Training

• Attend and complete all required trainings as assigned by manager
• Up to date with latest SAMMS and or Methasoft software

Other

• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

Minimum Requirements

The Desktop Support Technician would have an Associate Degree in Computer Science or advanced technical training and/or a minimum of 2 years' related technical work experience and a valid driver's license. Microsoft Certified Desktop Support Technician (MCDST) a plus. In addition to meeting the qualifications, the ideal candidate will embody the following characteristics:

• Desktop Support in an Enterprise environment: 2-3 years.
• Working knowledge of Active Directory and Azure Active Directory.
• Office 365 Admin.
• Experience in LANs, WANs, Personal Computers, and software delivery applications.
• Knowledge of computer security products including Bit Locker drive encryption.
• Excellent interpersonal skills in a customer-facing environment, experience working with executive level preferred.
• High level of technical proficiency with IT equipment is a must.
• Working knowledge in major desktop operating systems (Windows 10, 11).
• Must have the ability to multitask with strong organization and time management skills.
• On-call availability.
• Comptia A+ Certification: (Preferred).
• Good technical/analytical/communication skills
• Ability to write technical instructions in plain language
• Excellent customer service and interpersonal communication skills and the ability to communicate effectively with all levels of the professional organization
• Must maintain a high level of confidentiality and understand HIPAA regulations related to IT and the healthcare industry
• Must be a self-starter who is able to work online or offline hours with minimal or no supervision
• Knowledge of basic computer/word processing skills
• Knowledge and skill in the use of typical office equipment such as calculator, fax machine, copier, computer, telephone, postage meter, scales, scanner, and computer program.

In addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills and abilities listed below:

• High integrity
• Excellent verbal and written communication skills
• Sound judgment
• Efficient
• Self-starter
• Ability to work independently and under pressure while handling multiple tasks simultaneously
• Ability to make decisions and use proper judgment with confidential and sensitive issues
• Must be able to react quickly and make effective decisions
• Demonstrate basic computer/word processing skills
• Demonstrate basic knowledge and skill in the use of typical office equipment such as calculator, fax machine, copier, computer, telephone, and computer programs

Physical Requirements and Working Conditions

The physical demands described here are representative of the requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions to the extent such accommodation does not create an undue hardship on the business.

• A variable workload, periodic high activity level.
• Vision adequate to read correspondence, computer screen, forms, etc.
• Sit for long periods of time, some bending, stooping and stretching
• Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes
• Keyboarding for long periods of time
• Must be able to lift up to 30 pounds
• Some travel may be required
• Keyboarding for long periods of time

Why Join BHG?

Work-Life Balance: Enjoy generous