Desktop Support Technician

Computers/Hardware Rockville, Maryland


Description

Description

 

Credible Behavioral Health Software is a leading Behavioral Health Enterprise Software company based in Rockville, MD and providing an Electronic Health Record (EHR) to the growing US Behavioral Health market. Recognized by Deloitte as one of the 500 fastest growing companies in North America (see Deloitte  Fast 500) and Inc. as one of the Top 50 Companies to work for, Credible is expanding our Rockville, MD based team. For Credible, our Mission is paramount and central to our success:  Improving the quality of care and lives in behavioral health for clients, families and providers. If you are interested in combining a mission driven position with a fast paced, results oriented culture, please apply today.

 

Reporting to the Corporate IT manager the candidate will assist the Internal IT team in providing best in class technical support to Credible’s staff.  The Corporate IT department is responsible for all internal infrastructure, cloud applications, and end user computing platforms.  Works with internal teams to assist in troubleshooting internal and external technical issues.  Provides Tier 1 and Tier 2 end user support.  Provide ongoing maintenance for LAN/WAN hardware/software, Server and Virtual environments, and vendor coordination. Create and maintain documentation of guidelines and standards for specific technologies.  Support all office audio visual technology.  Ensures compliance with latest security updates and ensures compliance with industry best practices. Remain current on new hardware and software updates and features while evaluating alternative approaches and recommending new hardware/software modifications which will enhance the corporate services.

 

Join the Credible Team!

 

Overall Responsibility for the Desktop Support Technician:

  • Will be responsible for managing day to day operations of IT corporate services at customer premises and support of remote personnel.
  • The Technician's role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.
  • This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, mobile devices, video conferencing and other IT equipment to ensure optimal workstation performance.
  • The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required

 

Success Defined for the Desktop Support Technician:

Desktop Support

  • Install, upgrade, support and troubleshoot Windows 7, and MS Office, MAC and any other authorized desktop/laptop applications
  • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
  • Manage & provide technical support for mobile devices/iPhones/iPads etc.
  • Able to troubleshoot and manage Video conferencing equipment in the region
  • Asset & Inventory Management
  • Develop trends by monitoring and analyzing incoming calls, tickets, problems and support requests
  • Manage, support & coordinate Print Services.  

System/Application/Network Support:

  • Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows OS and MAC.
  • Ensure desktop computers interconnect seamlessly with diverse systems including: Associated validation systems, file servers, email servers, application servers, and administrative systems.
  • Maintain and Support Windows Server 2008 and 2012 DNS, DHCP, AD, File Server.
  • Coordinate Troubleshooting network connectivity in a LAN/WAN environment.
  • Install, Upgrade, Configure, Support & Troubleshoot Switches, Routers and wireless access pointing in an Enterprise Environment.
  • Install, Support & Troubleshoot ASA Firewalls in an Enterprise Environment.

Telephony/VoIP/PBX/Mobile Cell Phones:

  • Install, upgrade, support and troubleshoot Mobile Cell Phones.
  • Install, upgrade, support and troubleshoot VoIP.

Operational:

  • Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator.
  • Troubleshoot problems associated with network connectivity, and workstation hardware/software.
  • Responsible for tracking hardware and software inventory.
  • Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines.
  • Maintains I.T. records and tracking for area of responsibility.
  • Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.
  • Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas.

 

Qualifications:

  • Working technical knowledge of current protocols, operating systems and standards.
  • Ability to operate tools, components and peripheral accessories.
  • Desktop Support Technician Certification an advantage.
  • Software and Hardware Troubleshooting.
  • Windows 7, Windows Server 2008, Windows Server 2012 experience.
  • Routers, Switches and Firewall experience a plus.
  • MS Office Office 2016 support.
  • Working knowledge of SMS, SCCM, Ghost, AD, Office365.
  • MAC OSX experience a plus.

Credible is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.