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About the Role

The Mental Health Association of Columbia-Greene Counties Inc. is seeking a full-time Information Technology Help Desk Technician to join their Administration team. This role is crucial for managing and maintaining the agency's technology infrastructure, ensuring all technology resources are available, functional, and secure to support the agency's mission.

Responsibilities

• Provide first-level contact and convey resolutions to staff issues via tickets, phone calls, or walk-ins.
• Work closely with Omnis, the outsourced managed service provider.
• Travel to other sites to address tickets when needed.
• Properly escalate unresolved queries to the Director or Assistant Director.
• Track, route, and redirect problems to other administration departments or resources.
• Follow up with staff, provide feedback, and ensure problem resolution.
• Ensure proper recording, documentation, and closure in the IT Ticketing System.
• Employ outstanding customer service abilities to foster a hospitable atmosphere.
• Recommend improvements to procedures, documentation, and training.
• Preserve and grow knowledge of agency procedures, products, and services.
• Follow best practices for tasks involving sensitive data (HIPAA, NIST, etc.).

Requirements

• 2-5 years of experience preferred.
• Demonstrate a commitment to Diversity, Equity, and Inclusion.
• Ability to demonstrate diagnostic and resolution skills for basic technical issues.
• Regular and steady attendance is required.
• Candidates must pass Statewide Central Registry (SCR) and fingerprint clearance.
• Must possess a valid NYS driver’s license with an eligible MVR for agency insurance.
• Must have reliable transportation.

Skills

• Helpdesk technician or other customer support role experience.
• Working technical knowledge of M365 (Intune, Exchange Online, Identity, SharePoint Online).
• Microsoft Windows 11.
• Microsoft Office (Word, Excel).
• Apple iOS Devices.
• RMM & MDM software (NinjaOne, Mosyle, etc).
• Active Directory.
• Ticketing systems (Connectwise, etc).
• Networking equipment (HPE Aruba, Fortigate, Ubiquiti, Cisco, switching, routing, wireless).
• Networking Concepts (DHCP, DNS, NAT).
• VoIP Phones.
• Basic printer installation and service.
• Basic computer security concepts.
• People-oriented and cool-tempered.
• Working knowledge of software, hardware, desktop/server operating systems, mobile devices, cloud platforms, networks.
• Excellent communication skills.
• Ability to independently manage tasks.

Location

• 713 Union St., Hudson, NY 12534

Work Type

• Full Time-40 Hours/Exempt
• Hybrid (some flexibility to work remotely based on agency needs and supervisor approval)

Experience Level

• 2-5 years of experience preferred

Education Level

• Openness to candidates with diverse educational backgrounds, including vocational training, self-taught proficiencies, or significant life experiences.

Salary/Compensations

• $65,000.00-$70,000.00

Benefits

• Medical
• Dental
• Life and AD&D plan
• Profit Sharing Account (employer contribution)
• Voluntary Vision
• Voluntary Life
• AFLAC
• Telemedicine (Concierge Medical)
• Voluntary 401K plans
• EAP
• Generous sick, vacation, personal time
• Paid holidays
• Mileage reimbursement at the federal rate per mile driven for business use
• Tuition reimbursement

About the Company

• The Mental Health Association of Columbia-Greene Counties Inc. is dedicated to advocating the health & well-being of individuals, families, and communities.
• The IT department is a critical component of the Administration team, responsible for managing and maintaining the technology infrastructure.
• The agency's mission is to 'Provide education and advocacy, and to enhance the wellbeing of individuals, families and communities.'

Equal Opportunity

• As an Equal Opportunity Employer, we do not discriminate in our employment practices due to an applicant's sex, race, color, religion, national origin, citizenship, age, creed, disability, veteran status, marital status, familial status, military status, domestic violence victim status, sexual orientation or gender identity/expression (including transgender status), predisposing genetic characteristics/genetic information or carrier status, ancestry, ethnic group identification, ethnic background, traits historically associated with race, reproductive health decision making, or any other category protected by applicable federal, state, or local law.
• At the Mental Health Association, we believe a diverse and inclusive workforce makes the best workforce.
• Candidates from historically underrepresented groups are encouraged to apply.