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Helpdesk Support Specialist
Summary
Title:Helpdesk Support Specialist
ID:132772
Department:Finance & Administration
Description

Helpdesk Support Specialist

Position Summary

The National Council is seeking a Helpdesk Support Specialist who will support internal customers by providing resolutions to technical issues and inquiries by answering and responding Help Desk calls and e-mails, escalating requests, monitoring resolutions and providing first and second level computer hardware, software and telecommunications support to users. The Helpdesk Support Specialist reports directly to the System Administrator, provides strong customer service and maintains the standards set forth by the organization while ensuring that all hardware and software-related tasks are performed using industry standard methods. The ideal candidate will have 2+ years of experience providing IT support for a 130-150-person organization in highly mobile, a primarily Windows-based, Office 365 environment.

Administrative Responsibilities

  • Support 130+ staff in a primarily Windows-based, Exchange Online (Office 365) environment via email, telephone and in person
  • Coordinate account creation and deactivation
  • Prepare and distribute desktops, laptops and tablets to end users
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system, escalating to the systems administrator as needed
  • Provide recommendations on procedure modifications or improvements
  • Maintain and develop knowledge base of help desk procedures, products and services
  • Work closely with the System Administrator and collaborate on projects as needed
  • Troubleshoot issues with digital IP phone systems
  • Conference room audio visual setup and technical support

Primary Technical Responsibilities

Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system.

Install, configure and maintain software applications including Windows 10, Office 365 and IOS software

Manage PC setup and deployment for new employees using standard hardware and software

Support Microsoft office suites -office 365 and office for mac (2016)

Support and troubleshoot windows and iOS mobile devices

Experience in installing and configuring enterprise level virus protection solutions

Troubleshoot issues with digital IP phone system and conference phone systems

Troubleshoot basic network connectivity

Experience supporting VPN and remote desktop services

Support printers and copy machines. Work with vendors to troubleshoot technical issue as needed

Support web meetings services such as Adobe connect, Skype, GoToMeeting and WebEx

Conference room audio visual setup and technical support

Ability to effectively build understanding with staff and maintain professionalism

Ability to learn and take on additional responsibilities

Flexible to perform other duties as assigned by the management 

Position Qualifications

Education

  • Associates or bachelor’s degree in Information technology related field is preferred
  • Current certifications A+, Network +, MCP or MCDST is preferred
  • Working knowledge of VOIP phone system
  • Familiarity with desktop imaging software
  • Experience with Exchange Online (Office 365) and Active Directory

Experience

  • 2 or more years of proven working experience in providing help desk support in office environment
  • Working knowledge of help desk ticketing software
  • Familiarity with SSL-VPN and MS Remote Desktop protocols
  • Strong client-facing and communication skills
  • Ability to work independently on multiple projects
  • Higher customer service orientation
  • Excellent written and oral communication skills

Organization Overview

The National Council for Behavioral Health (National Council) is the unifying voice of America’s community mental health and addictions treatment organizations. A not-for-profit 501(c)(3) association, the National Council for Behavioral Health’s mission is to advance our members’ ability to deliver integrated healthcare. Together with our 2,800-member organizations, we serve our nation’s most vulnerable citizens — more than 10 million adults and children living with mental illnesses and addiction disorders. We are committed to ensuring all Americans have access to comprehensive, high-quality care that affords every opportunity for recovery and full participation in community life. To learn more about the National Council, visit www.TheNationalCouncil.org.

National Council is an Equal Opportunity/Affirmative Action Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

National Council for Behavioral Health uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please contact the Department of Homeland Security at 888-897-7781 or by visiting www.dhs.gov/everify.

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National Council is an Equal Opportunity/Affirmative Action Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

National Council for Behavioral Health uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please contact the Department of Homeland Security at 888-897-7781 or by visiting www.dhs.gov/everify

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Labor Law Posters

The EEO is the Law poster is current. This is the supplement. EEO is the Law Supplement
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