The IS Helpdesk Technician, under general supervision, is responsible for providing technical assistance, solutions and end-user support related to computer and information systems, hardware, or software.

Support includes providing training to staff in including but not limited to MS Teams and Outlook. The ideal candidate should have a thorough understanding of the functionality of MS Windows, Microsoft Teams and Outlook from a user perspective. Ability to design and deliver training programs that meet the needs of our organization. Help build a curriculum in concert with third party training vendors to meet the needs of the agency.

ESSENTIAL FUNCTIONS:

1. Performs helpdesk ticket resolution primarily related but not limited to desktop software usage. Experience with the Bossdesk ticketing software is a plus.
2. Manage and deliver third party on-line training programs primarily but not limited to Microsoft Windows, Teams and Outlook for Maryville staff.
3. Work with other Maryville staff or third-party vendors in the delivery of desktop software.
4. Conduct needs assessments to identify training needs and create customized training solutions
5. Develop training materials, including handouts, presentations, and online resources
6. Provide follow-up support to ensure training has been implemented and is effective
7. Maintain up-to-date knowledge of Windows, Microsoft Teams and Outlook and related technologies
8. Prioritizes and schedules ticket requests and incident reports response and escalates problems (when required) to the appropriately experienced technician;
9. Manages incoming help requests from end users via tickets in a courteous manner and responds to requests and incident reports from users by walking them through the problem-solving process.
10. Provides hardware and software support for PC’s and network/telecommunications system infrastructure equipment; including installs, upgrades, and problem troubleshooting related to hardware, software and other equipment when needed.
11. Diagnoses, tracks, resolves and documents problems and assists in drafting knowledgebase articles based on commonly reported issues and educational queries;
12. Installs, configures and tests new and updated releases of end-user software systems resulting in knowledge transfer to Maryville staff.
13. Advises, trains, and assists users on how best to utilize systems and ensures installation of desktop hardware and software according to established standards;
14. Field technicians work as needed basis or assistance needed on projects.
15. Works on projects and other duties as assigned

MINIMUM REQUIREMENTS:

Education/Experience:

• Bachelor's degree in a relevant field or equivalent experience.
• A+ certification and/or helpdesk/technical support experience helpful.
• Experience coordinating end user training and course development.

Skills /Knowledge:

• Proven experience delivering training on Microsoft Teams and Outlook to adults
• Excellent interpersonal and communication skills
• Strong organizational and time management skills
• Ability to work independently and as part of a team
• Proficient in the use of Microsoft Office Suite
• Knowledge of social service sector is an asset
• Knowledge of communications protocol and standards and end-user (customer) service skills
• Tech-savvy with a knowledge of computers, computer software application packages and development products, and network/telecommunications architecture;
• Analytical ability to perform computer system troubleshooting on both software and hardware problems and recommends possible solutions;
• Corrects and tests software and hardware problems and knowledge or ability to learn cross platform solutions
• Ability to communicate technical ideas clearly and effectively, both orally and in writing and ability to train and provide support to computer users;
• Ability to communicate technical ideas clearly and effectively, both orally and in writing; and is able to communicate technical ideas in terminologies users can understand when resolving issues with users.
• Ability to learn multiple systems and processes necessary to perform a job (ie help desk ticketing system, Papercut for printers, active directory consoles, etc)
• Ability to multitask, prioritize, and consistently meet deadlines, follow up and effectively use time.
• Systematic thinking and ability to innovate and bring ideas for I.S. service improvement and efficiency
• Demonstrates resourcefulness and independence in carrying out job responsibilities and projects
• Team player with the ability to establish and maintain good rapport and cooperative relationships with co-workers and end-users.

• Frequently required to sit, stand, bend, stoop, and walk for extended periods. Ability to walk up and down stairs.
• Required to occasionally lift/move objects up to 20 pounds.
• Must have visual, hearing, and learning capabilities sufficient to perform the essential functions defined above.
• Must have a valid driver's license and vehicle.

Environment and Scheduling:

• Work is performed in designated administrative office settings. Travel to various metro area office locations periodically.
• Must be flexible and available to work additional hours and carry an on-call phone when necessary.

HIPAA PRIVACY TRAINING AND SANCTIONS:

All employees who have access to health information whose confidentiality is protected by the HIPAA Privacy Rule are required by the Rule to receive training so that they have an understanding and knowledge of the Privacy Rule that corresponds to their job responsibilities and of the group health plan’s policies and procedures that impact on their job duties. Site specific training on requirements of the HIPAA Privacy Rule and the plan’s health information policies and procedures under the direction of the plan privacy officer may be required for this position based upon site specific requirements. Employees who violate the requirements of the HIPAA Privacy Rule will be subject to discipline, up to and including termination.

EMPLOYER RIGHTS:

This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Management retains the right to add to or change the duties at any time.