Jr. Technical Support Specialist

Position Overview:

The Junior Technical Support Specialist is responsible for supporting end users with repairing and maintaining PC and peripheral devices and for troubleshooting basic network-related issues.

Essential Functions:

• Provide first-level technical assistance to end users experiencing issues with PC hardware, software, in-house applications, email and peripheral devices.
• Answer calls and emails to the support desk, assist with walk-ins and deskside support, maintain a queue of tickets assigned in the JIRA ticketing system, and assist with IT projects.
• Escalate more complex issues to appropriate resources and maintain communications with escalation points to ensure SLA's are met.
• Assist with deployment of CBH images to new and repaired PC's.
• Assist with conference room management and support technology used for hosting webinars and web conferences.
• Adhere to IT processes and be proactive in finding solutions to help prevent/mitigate issues.
• Assist in properly training end-users to take advantage of available technology.
• Adhere to procedures to document technical support procedures.
• Maintain CBH IS inventory and equipment database.
• Stay up to date on technology and its application in business environments.

Position Requirements:

• Education: Associate's degree or higher in technical or business area, or an equivalent combination of training and experience.
• License/Certification: A+ certification; Net+ certification preferred
• Relevant Work Experience: 1 year in a helpdesk role or 3 years in a customer service role preferred
• Skills:
• Proficient in Microsoft Windows and Office applications (Outlook, Word, Excel, PowerPoint)
• Strong interpersonal, communication, and customer service skills
• Able to multi-task
• Strong problem-solving skills

Equal Employment Opportunity: Community Behavioral Health (CBH) provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, gender identity, sexual orientation, individual genetic information or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function.

Americans with Disabilities Act: Applicants as well as employers who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case in accordance with applicable law.

This job profile reflects management's assignment of current duties, responsibilities, and essential functions; it does not prescribe all or restrict the tasks that may be assigned now, or in the future, relevant to the responsibilities for this position. Community Behavioral Health (CBH) may change the specific job duties with or without prior notice based on the needs of the organization.