Help Desk Support Agent I

Job Description:

Provide customer support to end-users in regards to IT-related questions/concerns, troubleshooting IT issues, carrying out network repairs and collaborating with peers to help solve any hardware or software questions/issues.

Essential Job Functions:

• Act as support specialist for end-users by recording end-user support issues/questions and providing timely response for assistance with software and hardware questions/issues as well as all basic issues handled by the department.
• Schedule and prepare one-on-one and group training to assist the proactive improvement of end-user’s skills.
• Maintain accurate and effective end-user training materials via paper and web-based manuals and assistance tools for both the Microsoft standard products as well as standard business software used through the organization.
• Problem Solve complex user issues. Communicate with Administration and Department Head staff about pending problems and changes in desktop user applications.
• Perform routine technical maintenance to hardware.
• Repair and replace parts in computer hardware.
• Train staff on computer use
• Assist with the installation and maintenance of all voice and data communications at all locations.
• Install workstations including both hardware and software.
• Provide an accurate inventory recording of all equipment related to information technologies and all end-users.
• Perform other duties as may be assigned by the supervisor.

Knowledge, Skills, and Abilities:

• Ability to read and interpret documents such as computer manuals, software documentation manuals, safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of residents or employees of the organization.
• Ability to apply logic and understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables, effectively use problem-solving techniques and effectively respond to crisis and other critical situations.
• Ability to perform effectively in the face of changing job demands.
• Ability to take necessary and appropriate action on one’s own.
• Ability to establish effective relationships via telephone and personal contacts.
• Ability to follow direction and accept supervision
• Effectively use all Microsoft Office products (current and most recent versions).
• Ability to comprehensively understand all standard business software used throughout the organization.

Experience and Education Qualifications:

• Associates of Applied Science Degree or equivalent
• 1 year of experience preferred
• Effectively use all Microsoft Office products (current and most recent versions).

Supervisory Requirements:

None

Employment Requirements:

• Successful completion of background check including criminal record, driving record, abuse/neglect and fingerprint check.
• Completion of New Hire Orientation at the beginning of employment.
• All training requirements including Relias at the beginning of employment and annually thereafter.
• Current driver’s license, acceptable driving record and current auto insurance

Physical Requirements:

ADA Consideration - Sedentary work:  Exerting up to 10 pounds of force occasionally (exists up the 1/3 of the time) and/or a negligible amount of force frequently (exists 1/3 to 2/3 of the time) to lift, carry, push, or pull, or otherwise move objects, including the human body.  Repetitive movements of hands, fingers, and arms for typing and/or writing during work shift.

Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.  Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Position Perks & Benefits:

Paid time off: full-time employees receive an attractive time off package to balance your work and personal life

Employee benefits package: full-time employees receive health, dental, vision, retirement, life, & more

Top-notch training: initial, ongoing, comprehensive, and supportive

Career mobility: advancement opportunities/promoting from within

Welcoming, warm, supportive: a work culture & environment that promotes your well-being, values you as human being, and encourages your health and happiness

Brightli is on a Mission:

A mission to improve client care, reduce the financial burden of community mental health centers by sharing resources, a mission to have a larger voice in advocacy to increase access to mental health and substance user care in our communities, and a mission to evolve the behavioral health industry to better meet the needs of our clients.

As a behavioral and community mental health provider, we prioritize fostering a culture of belonging and connection within our workforce. We encourage applications from individuals with varied backgrounds and experiences, as we believe that a rich tapestry of perspectives strengthens our mission. If you are passionate about empowering local communities and creating an environment where everyone feels valued and supported, we invite you to join our mission-driven organization dedicated to cultivating an authentic workplace.

We are an Equal Employment Opportunity Employer.

Brightli is a Smoke and Tobacco Free Workplace.