Helpdesk Technician

Invest in yourself with a rewarding career at Caron.

Caron is one of the leading treatment centers in the US and recognized for high-quality, evidenced-based methods, and thought leadership in addiction medicine. In a culture that builds and sustains a trauma informed resilient staff at all levels of the organization and values personal and professional growth, our staff are mentored by some of the most respected experts in the field. We invest in our employees, providing financial plans, generous Paid Time Off programs, paid holidays, 401K employer match, tuition reimbursement, employee assistance programs, and benchmarking to ensure ongoing competitive compensation. Full Time employee benefits also include comprehensive medical, dental and vison benefit packages with wellness plan reduced insurance premiums and company-paid life and disability insurances. Apply today to begin a rewarding career with us.

Position: Helpdesk Technician I

Program/Facility:  Information Management Services (IMS)

Reports to:  Helpdesk Supervisor

Degree of Supervision:   Monthly departmental meetings and individual supervision as necessary. 

DUTIES AND RESPONSIBILITIES:

• Answer, troubleshoot, resolve and/or escalate IMS support tickets via phone, e-mail and/or web request following the guidelines and procedures outlined by the department policies and procedures.
• Properly gather information and document all trouble tickets in the ITMS as outlined by the department policies and procedures.
• Responsible for escalating non-routine technology issues to the appropriate IMS Helpdesk staff member for resolution or further escalation.
• Configure, support and deploy end user devices such as computers, thin-clients, printers, A/V systems, etc.
• Documentation of all application support procedures for both internal and external developed software.
• Maintain accurate inventory of all Caron IMS assets.
• Provides hardware and software support including client orientations and training.
• Participate in the afterhours support process as outlined by the department policies and procedures.
• Assists in the delivery, set up, retrieval and maintenance of the hardware used for internal and external scheduled events that require the use of laptops, LCD projectors, televisions, conference telephones, electronic recording devices, etc. 
• Assist IMS departmental staff with administrative duties when applicable
• This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. If in recovery, one year of continuous sobriety preferred. 

EDUCATION/EXPERIENCE QUALIFICATIONS:

• High School diploma required.
• At least a two-year associate’s degree in Computer Science is preferred; however, a technical certification or job experience may be substituted for education.
• 1 year of hands-on experience working as a Help Desk technician is preferred.
• CompTIA A+ certification preferred, Required within a year of employment.
• Experience working with hardware and software in a networked environment is preferred.
• If in recovery, one year of continuous sobriety preferred.

PHYSICAL REQUIREMENTS:

The physical and mental demands described here are representative of those that must be met to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Requires manual dexterity skills to include repetitive use of hands and fingers.
• Requires the ability to stand, walk and sit for up to four hours at a time.
• Requires repetitive bending and reaching up to eight hours a day.
• Must be able to lift approximately 50 pounds to waist or 15 pounds overhead.

KNOWLEDGE, SKILLS AND ATTRIBUTES:

• Thorough knowledge of Microsoft Windows and Microsoft Office.
• Knowledge of basic computer hardware, basic network skills, network security, and A/V Systems.
• Must be committed to providing outstanding customer service.
• Excellent verbal and written skills are required.
• Must be able to work independently or as a member of an interactive team.
• Must be able to conduct him/herself in a professional manner.
• Must have an ability to organize workloads based on internal and external goals and objectives.