Help Desk Representative

Full-Time Help Desk Representative

Hiring Range: $22.67 - $27.78 Per Hour

This Position Is Fully Onsite

Benefits:

• Comprehensive and generous health, dental, and vision benefits

• Up to 19 days of PTO, 2 mental health days, and 9 paid holidays your first year (pro-rated for part-time)

• Company-paid short-term disability, long-term disability, and life insurance

• Student loan payment assistance and extensive training

• An incredible team approach that is dynamic and collaborative

Kitsap Mental Health Services is hiring a skilled and customer-focused Help Desk Representative II to join our Information Technology team. The Help Desk Representative II is the central point of contact for agency computer users, providing technical support and assistance for computer hardware, software, and Electronic Health Records (EHR) through a web-based ticketing system and telephone.

Primary Responsibilities:

• Process web-based ticketing system requests or receive telephone calls from computer users experiencing problems with software or inquiring about how to use specific software such as EHR, Microsoft Office, Windows, etc.

• Work with customers over the telephone or via web sessions to understand procedures, diagnose sources of difficulty, find solutions, and answer questions.

• Develop, schedule, and conduct training for end users on the proper use of agency hardware and software. Create and maintain training presentations, materials, and job aids for various sessions (Orientation, Refresher classes, Helpful Hints, Frequently Asked Questions).

• Provide instruction via classroom, one-on-one, and web-based applications as needed.

• Maintain the Information Services web-based ticketing database to assign appropriate IS staff to respond to problems and track work orders. Document methodology, response, and resolution for every closed ticket.

• Maintain a current working knowledge of the operation and use of agency computer programs (EHR, Windows, Microsoft Office products, computers, phone system, etc.) and electronic interfaces.

• Perform any other responsibilities appropriate to the position and not specifically listed in the job description.

Minimum Qualifications:

EDUCATION: Associates Degree in information systems, telecommunications or related area OR an equivalent combination of education and experience.

EXPERIENCE: Experienced (minimum 2 years of job-related experience)

CERTIFICATION/LICENSURE: CompTIA A+ or equivalent certification OR ability to acquire within 6 months of hire.

Preferred Qualifications:

EDUCATION: Bachelor's Degree in a computer-related field.

EXPERIENCE: Specialist (4 years of experience)

Experience in the following software: Microsoft Word, Excel, PowerPoint and various web browsers.

Performance Requirements:

KNOWLEDGE:

• Knowledge/proficiency in telecommunications systems, personal computers, Windows, networking, Microsoft Office applications, mobile devices and data base management products is necessary

• Knowledge of Windows operating systems up to Windows 10.

SKILLS:

• Must possess excellent written and verbal communication skills.

• Need superior customer service skills, being able to work effectively with a variety of people in all departments to determine their problems and find solutions.

• Need good organizational skills to schedule and manage multiple service requests and meet customer expectations.

• Demonstrated skills in using EHR and the ability to teach proper use and application of EHR are

ABILITIES:

Demonstrated ability to:

• Quickly learn and troubleshoot third-party proprietary software.

• Understand network switches, routers, and firewalls

• Analyze information, assess problems and reach accurate decisions

Equipment Operated: Standard office equipment including computers, fax machines, copiers, printers, telephones, etc.

Work Environment: Frequent mobility and/or sitting required for extended periods.

Mental/Physical Requirements: While performing the job duties, the employee is required to walk, sit, use hands and fingers, reach with arms, talk, or listen.

Our recruitment processes are designed to prevent discrimination against our people regardless of gender identity or orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any aspect which makes someone unique.