It Technician

Centennial Mental Health Center (CMHC) is a non-profit organization dedicated to providing the highest quality comprehensive mental health services to the rural communities of Northeastern Colorado.

Our mission is to achieve excellence in the provision of behavioral health services that lead to optimal health and well-being. We believe in the preservation of human dignity, self-respect and client rights. Clients are our highest priority and best served through collaboration. Centennial Mental Health Center is dedicated to maintaining communications with the public we serve and participating actively in our communities.

Locations Available: Sterling, CO

Serves as Tier 1 tech support for Centennial computing equipment including networks, routers, and video conferencing equipment all the way down to the individual workstations and peripherals. Resolves lower level technical problems and provides input to a problem resolution in ticketing system to document problem symptoms and final resolution. Works collaboratively with other Information Technologies (IT) staff to resolve issues. When necessary, moves, delivers, and installs computer equipment to their destination, which can be to a branch office. Also includes removing/replacing internal components such as network cards, hard drives, etc. Installs and supports all desktop software and video platforms including (but not limited to) Zoom and Mend Telehealth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Perform all duties and demonstrate behaviors and attitudes consistent with the Mission, vision and values of the organization.

2. Continually participate in building and maintaining positive working relationships through effective communication, performance improvement and teamwork efforts.

3. Be of good character and reputation; sufficient physical, mental, and emotional health to satisfactorily perform her or his job duties.

4. Accomplish individual and team goals and objectives established by supervisor based on performance evaluations and organizational need.

5. Comply with all guidelines regarding client rights and confidentiality.

6. Comply with documentation and training set forth by Human Resources.

7. Provides support for video conferencing sessions by verifying that remote equipment is turned on, making initial connections if necessary, and assisting with re-connections as needed. Also maintains the schedule of all video conferencing equipment and support of all video endpoints (Group Video conferencing Systems (GVS) and Personal Video conferencing Systems (PVS) and any other endpoints such as tablets and smartphones.

8. May be asked to provide weekly and/or monthly reports on video usage to direct supervisor.

9. Provides daily operations of the IT department or is a backup if another technician is unable to do so.

a. Check Backups

b. Checks Servers/Network Equipment for error conditions

i. Replaces failed hard drives.

ii. Ensures appropriate spare drives are ordered, in stock and available.

iii. Checks environmental conditions in server rooms (this includes checking/cleaning filters)

iv. Replaces UPS batteries on defined schedule and ensures batteries ordered and are on hand as needed

c. Checks to ensure security cameras are functioning properly.

i. Reviews video surveillance footage when issues arise.

ii. Provides surveillance footage, when warranted/requested. This may include, but is not limited to, internal investigations or external investigations, such as the Police.

10. Provides for the implementation, configuration, deployment, and support of systems, including, but not limited to, client computing devices and servers.

a. Scheduling, monitoring & coordinating upgrades, such as OS updates.

11. Installs and configures hardware and software components to ensure usability.

a. Ensure that all desktops & laptops are receiving and installing all necessary software updates.

b. Ensures that all laptops turned in are cleaned and updated in preparation for the next assigned user.

c. Create/Collect/Distribute images for Desktop & Laptops.

d. Install OS, Desktop and Server Software - i.e., on Remote Desktop Servers (also known as Terminal Servers).

e. Knows how to setup new users on machines, if ask to do so.

f. Maintains inventory of cellphones:

i. Who has cellphone

ii. Carrier (i.e., Verizon, Viaero)

iii. Age of device

g. Maintains inventory of iPads and tablets.

i. Who has iPad or tablet.

ii. Carrier, if cell data activated (.e., Verizon, Viaero)

iii. Age of device

h. Installs software on Centennial cellphones, tablets, and iPads.

12. Provides support to users often being a first point of contact collecting information pertaining to issue and for error reporting. All such interactions should be logged in the Help Desk Ticketing System for tracking, continuity, and to help establish patterns of issues if any patterns do in fact exist.

a. Troubleshooting hardware and software issues.

b. Repairing or replacing damaged hardware.

c. Responds to staff requests/concerns/questions in a timely fashion.

13. Monitors Help Desk and ensures that requests are:

a. Promptly responded to.

b. Resolved correctly the first time, as much as is possible.

c. Closed in a timely fashion.

d. Seek help right away from supervisor, peer, or other IT staff if uncertain on how to proceed.

14. Consults with clients, vendors, and personnel in other departments to discuss estimate and resolve issues & preparing estimates used by management

a. Researches equipment/software pricing.

b. Contacts vendors such as CDWG for price quotes and looks for best pricing.

15. Administers user level network and data security, including directory, group policy, firewalls, antivirus, email, security, etc.

a. Active Directory User Management

b. User Management on SSL VPNs

c. User/Distribution Lists, Contact Lists on Exchange email server.

d. Scheduled Reboots of Desktops, Laptops and Remote Desktop Servers.

16. Provides training documentation and prepares reference for users by writing operating instructions.

a. Creates & Distributes documentation for the following, but not limited to:

i. New SSL VPN users

ii. New Users

iii. Video Conferencing

17. Prepares reports by collecting, analyzing, and summarizing information.

a. Ensures Safety Checklist emails go out for staff to review/update their checklist as the due date comes up

18. Creates, analyzes, reports, converts, or transfers data, using specialized applications program software maintaining databases & lists by entering data.

a. Computer Inventory

b. Other Hardware/Software Inventories

c. Password List

d. Software License Tracking

e. Helpdesk Tickets

19. Organize and maintain the IT Storage room, including, but not limited to:

a. Creating a storage system that is user friendly to IT staff needing to pull items for repair &/or delivery.

b. Auditing the quantity of items kept in the storage room and requesting orders be made when supply is low.

c. Wiping hard drives in preparation for recycle, including desktop hard drives, laptops, etc.

d. Recycling items at approved vendor(s) on a regular schedule to maintain an accurate inventory of usable items. Items set to be recycled should be clearly marked for recycle.

20. Maintains written procedures for duties in the event coverage is needed by other IT staff.

SUPERVISORY RESPONSIBILITIES

None

EDUCATION

Associates Degree or two year college equivalent preferred with emphasis on course work in computing, equipment tracking, and office software. Relevant years of experience in technology support can be used in lieu of degree.

EXPERIENCE

Three years of increasingly responsible experience as technical support in a professional office environment. Work history must demonstrate mastery of progressively more complex tasks and increased responsibility.

ABILITIES, KNOWLEDGE, SKILLS

1. Demonstrated knowledge and proficiency operating personal computer and software programs including email, word processing, database, spreadsheet and desktop publishing.

2. Excellent verbal and written communication skills.

3. Excellent customer service and interpersonal skills.

4. Professional appearance with clear, pleasant speaking voice.

5. Work in a consistently professional manner at all times, which includes, but is not limited to, treating all clients, staff, guests, and volunteers with dignity and respect.

6. Implement emergency procedures as necessary.

7. Performs other job duties as assigned.

8. Ability to travel within the Organization’s service area.

9. Maintains a valid driver’s license.

Job Type: Full-time

Pay: $23.22 - $29.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Colorado: Relocate before starting work (Required)

Work Location: In person