IS Support Service Specialist

ABOUT THE ORGANIZATION

• Monroe Community Mental Health Authority is a community based mental health service organization dedicated to consumers living in Monroe County. We provide individual health services for people with any type of behavioral health concerns such as substance abuse, emotional issues, and intellectual and developmental disabilities.
• Our mission is to enrich lives and promote wellness. We live out that mission by being an inviting resource that offers in-house, referral, and emergency services, as well as support within the community for those in need.

BENEFITS

• Bi-weekly pay
• Vacation, sick, and personal time
• Four medical plans to choose from, eligible first day of hire
• Dental
• Vision
• Aflac
• Disability and life insurance provided by the Agency, optional buy-ups
• 401a Money Purchase Pension Plan, 401a Defined Contribution, and 457 Deferred Compensation retirement plans
• YMCA corporate discount

DESCRIPTION

• Under the general supervision of the Information Systems Staff, the IS Service Desk Support Specialist provides technical support for incident resolution and service requests submitted to the agency’s help desk.
• Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
• The Specialist collects information through customer conversations, email, and the ticketing system; supports onboarding and ongoing staff technology needs; maintains IT asset inventory; and provides hardware, software, network, and phone system support.
• The role contributes to organizational performance by supporting process improvement, documentation, training, and adherence to information security standards.

Technical Competencies

Must demonstrate knowledge and skills necessary to support agency systems, including:

• Desktop, laptop, and peripheral hardware installation, repair, and maintenance
• Network troubleshooting, cabling, and configuration
• Microsoft Office 365 support (Word, Excel, PowerPoint, Outlook calendaring, OneDrive/Sync, SharePoint, Teams)
• Ticketing system management
• Server backup processes
• Phone system support (moves/adds/changes, voicemail, call distribution groups)
• Documentation creation (SOPs, training guides)
• IT asset inventory management

ESSENTIAL JOB FUNCTIONS

Help Desk & User Support

• Provide technical help desk support to end users.
• Manage the help desk ticketing system; triage, resolve, or forward issues; provide updates to end users.
• Create a positive customer support experience and build strong relationships as the first point of contact.
• Provide individual and group instruction on equipment, software, and network features.
• Provide training and development support for Office Automation and PC applications.

Onboarding & System Setup

• Set up administrative systems, desktop solutions, and phone requirements for new staff.
• Manage user system account structure.
• Install standard desktop applications on new systems.
• Assist with moving and setup of computers, video training equipment, and overhead displays.

Hardware, Software & Network Support

• Troubleshoot, repair, maintain, install, and test computer equipment, peripherals, data communication, and network systems.
• Complete work orders including installing equipment, connecting/moving devices, and configuring network components.
• Install networking hardware/software; maintain cabling; troubleshoot network issues.
• Configure and set up servers; install agency software.
• Ensure server backups and networked user backups occur regularly.
• Perform preventive maintenance on computer and peripheral equipment.

Inventory & Procurement

• Manage IT asset inventory (laptops, screens, phones, etc.).
• Develop and maintain software/hardware inventory and tracking systems.
• Order, stock, and store electronic components.
• Assist with supply procurement for system management.
• Prepare and submit vendor warranty claims and documentation.

Phone System Support

• Repair phone system cabling.
• Perform moves, adds, deletes, and other changes for phone users.
• Set up calling features (call distribution groups, pick groups, call processing, voicemail).
• Provide phone support and training to new users.

Systems Analysis & Problem Resolution

• Correct production problems by analyzing programs or systems to determine cause and effects.
• Modify systems, schedules, or files to prevent recurrence.
• Write and run special programs as needed.
• Consult with staff, operations, data entry personnel, or technical experts to resolve issues.

Documentation & Process Improvement

• Create and update documentation including SOPs and training guides.
• Maintain computer network documentation and update maintenance manuals.
• Support organizational process reengineering initiatives.
• Apply analysis tools to increase quality, productivity, and organizational effectiveness.
• Participate in long‑range planning for new IT projects.

Corporate Compliance Responsibilities

• Maintain competence with all applicable laws, regulations, and standards under MDHHS, Joint Commission, and other funding sources.
• Adhere to all MCMHA and CMHPSM policies and procedures.
• Maintain competence with HIPAA privacy and confidentiality requirements.
• Interact appropriately with managers and peers; work as a team player.
• Stay current with federal, state, and agency regulations, laws, and policies.

Qualifications

Education

• Associate’s degreeor equivalent licensing credentials in computer science or related field.
• Three (3+) years of progressively responsible computer operations and network experience.

Preferred certifications may include:

• CCNA / CCDA
• MCITP Server 2008
• MCSA / MCSE

Experience

• Working knowledge of PC networks, servers, software support, network maintenance, hardware, phones/communications, and installation/repair of hardware and software systems.
• Experience developing and implementing computer system documentation/manuals and training programs preferred.

Technical Competencies

Must demonstrate knowledge and skills necessary to support agency systems, including:

• Desktop, laptop, and peripheral hardware installation, repair, and maintenance
• Network troubleshooting, cabling, and configuration
• Microsoft Office 365 support (Word, Excel, PowerPoint, Outlook calendaring, OneDrive/Sync, SharePoint, Teams)
• Ticketing system management
• Server backup processes
• Phone system support (moves/adds/changes, voicemail, call distribution groups)
• Documentation creation (SOPs, training guides)
• IT asset inventory management

PHYSICAL REQUIREMENTS

• Frequent lifting/carrying up to 40 pounds
• Must be able to hear
• Frequent sitting, standing, walking, bending, squatting
• Repetitive grasping and manipulating objects

OTHER JOB SPECIFICATIONS

• Ability to work in a complex, detail‑oriented, deadline‑driven environment
• Ability to read, analyze, and interpret information
• Ability to write correspondence and procedures
• Ability to maintain records
• Ability to define and solve practical problems, collect data, establish facts, and draw valid conclusions
• Ability to influence others
• Proficiency in Microsoft Outlook, Word, and other required applications
• Ability to communicate effectively in person and by phone
• Valid driver’s license, insurance, and acceptable driving record
• Performs other duties as assigned.

OTHER REQUIREMENTS

• Compliance with all mandatory trainings
• Compliance with all applicable laws, regulations, and standards
• Ability to maintain confidentiality and uphold ethical standards

MCMHA is a drug-free workplace.