It Support Specialist (User Support / Help Desk)

Fulfill your purpose at CLM: https://www.youtube.com/channel/UC8bCS3JufXrPyr7SgiLrusQ

Summary Statement

Center for Life Management (CLM) provides the area's most comprehensive array of outpatient mental healthcare. We offer innovative and evidence-based services that enhance the health and well-being of individuals and families. We partner with local and state-wide organizations to achieve our mission and together build stronger communities and greater awareness for whole health and wellness.

Working as an integral member of the Information Technology (IT) Department, the IT Support Specialist is primarily responsible for User Support, evaluating and responding to staff requests, and escalating these requests to more senior members of the IT team. All duties and responsibilities identified or assigned by supervisor are performed in accordance with CLM & ITS departmental policies and procedures. This is a full time, 40 hour per week position.

Major Functional Areas and Description of Duties

• Supporting organizational staff use of technology resources with timely and appropriate assistance;
• Evaluating and responding to requests, and escalating requests to senior members of the IT team;
• User training, support and resource development:
• Assisting with staff orientation (IS tools, resources, policies and procedures)
• Staff training (system and application use)
• Ongoing development and maintenance of help resources.
• User resource development: monitor and relate user concerns, provide input and guidance on options, opportunities for improvement, documentation and training resources.
• Support efforts for IT system development;
• Support network and systems efforts to improve availability of resources;
• Responsibility for realizing assigned objectives associated with coverage for other IT staff positions in the event primary is unavailable,
• Collaborative involvement in planning and operations;
• Reporting: completion of tasks associated with generation and distribution of standard reports, ad hoc reporting, and completion of identified validity checks. Monitoring for, assessing, and responding to user reporting concerns and communicating concerns to members of the IT team.
• Other assigned duties and responsibilities consistent with knowledge, skills, and abilities.

Qualifications and Skills

• College or trade school information services training and/or related experience;
• Preference provided to those with basic database and programming knowledge, User Support and Help Desk experience;
• Ability to effectively communicate, both orally and written, technical information to individuals and groups;
• Basic understanding of hardware, operating systems, applications, networks and the internet;
• Good problem-solving skills;
• Strong personal interaction skills;
• Team attitude and interest in team collaboration;
• Ability to acquire and effectively practice new skills as needed according to evolving agency needs.

Physical Demands and Working Conditions

Physical demands of the position include sitting and/or looking at monitors for prolonged periods of time, walking, bending, and crouching, being flexible to access confined areas, lifting and carrying equipment/hardware up to 30 lbs. Work is typically office/facility based with occasional remote work. Reliable internet required for remote work.

Benefits

At Center for Life Management we offer a robust benefits package because caring for our staff is just as important as caring for our clients. Benefits for benefits eligible employees include:

• Comprehensive health insurance (medical, dental, vision)
• Health Reimbursement Arrangement
• Flexible Spending Account
• Paid earned time (3 weeks in year one, caps at 6 weeks)
• Paid holidays (8) with bonus birthday holiday in your birth month
• 403(b) Retirement Savings Plan with 3% company contribution upon 1 year of employment
• Life Insurance paid by company
• Short and Long Term Disability paid by company
• Accidental Death and Dismemberment Insurance paid by company
• Employee Assistance Program (EAP), accessible to staff and their natural supports
• Company issued cell phone and laptop as needed for role
• Scholarship for professional advancement
• Mileage reimbursement for applicable positions
• On the job training and continuing education opportunities
• Rewarding and supportive work environment with excellent opportunities for career growth
• Meaningful relationships with your co-workers and the individuals we serve
• Flexible work schedule
• Teamwork, teamwork and more teamwork!

Center for Life Management is an equal opportunity employer.