Enterprise Service Administrator

Enterprise Service Administrator

Following the organization's mission, vision and values, the Enterprise Administrator: Service Desk Technician will support the Agency employees' use of technology by providing Tier 1 customer support for problem resolution for hardware, applications, and process issues; developing and documenting IT policy; supporting IT team workflows; and facilitating scheduled reporting.

Duties include:

• Overseeing the IT Service Desk, resolving Level 1 technical issues, providing customer updates for submitted tickets, and logging information into the Agency support tracking software.
• Triaging and escalating issues, monitoring, and following up to ensure proper resolution has taken place based on service level assignment by the IT team.
• Providing clinical applications support for the Agency's 10e11 environment and other clinical apps, including but not limited to resolution of level 1 issues, executing operational reports, participating in new hire orientation training activities, and providing 1:1 training with Agency staff.
• Cross-training with IT staff across various IT disciplines.
• Providing team-level reporting to IT leadership.
• Facilitating the creation and management of team documentation.
• Troubleshooting IT equipment issues throughout the Agency using phone, email, onsite, and ticketing system as modes of communication.
• Documenting and maintaining team processes and policies according to Agency standards.
• Documenting "tips & tricks" and FAQ's for distribution to Agency staff.
• Maintaining a professional working relationship with staff and clients.
• Managing and reporting on Agency IT assets.
• Distributing new/replacement IT equipment to staff.
• Performing asset audit and reporting functions using IT processes and tools.
• Maintaining physical and logical security for the IT environment in compliance with 42 CFR, HIPAA guidelines, and Agency compliance policies and procedures.
• Participating in IT team on-call rotation.
• Performing other duties and functions as directed.

Job Requirements:

• Associate's degree or one year of hands-on experience in a customer service role supporting the resolution of process, workflow, and technical issues for a team or program.
• Hands-on experience with FLACRA's eCR, Ensonora 10e11 software within various charts, forms and workflows.
• Valid NYS Driver's License and reliable vehicle.
• Customer service experience with a demonstrated ability to communicate effectively and work cooperatively with culturally diverse staff and vendors using many communications methods.
• Motivated to learn and develop additional IT skills in multiple disciplines.
• Excellent written and verbal communication skills.
• Ability to multi-task, have good problem-solving & time management skills, and the ability to remain calm in a crisis.

About Us:

Finger Lakes Area Counseling and Recovery Agency (FLACRA) is a not-for-profit behavioral health and substance abuse treatment provider serving the Finger Lakes Region. With decades of experience, FLACRA offers comprehensive programs, including outpatient, residential, crisis intervention, vocational, housing, and youth services. We are committed to fostering an inclusive work environment that prioritizes the professional development of all staff. At FLACRA, we are dedicated to creating a diverse and inclusive workplace where all individuals feel valued and respected. We encourage candidates from all backgrounds to apply and become a part of our mission-driven team, focused on improving the well-being of our community.