Helpdesk Technician

At Hill Country Mental Health and Developmental Disabilities Center, our vision is to empower people, foster hope,
support choice, and celebrate success.

"Caring People Dedicated to Quality Service"

Help us help others:

As a Helpdesk Technician reporting to the IT support manager, your primary responsibility is to provide technical support for end users involving hardware, software, and basic network related issues while ensuring a high level of customer satisfaction. You will perform basic hardware and software installation. You’ll provide basic troubleshooting and guidance on technology-related equipment within the company including but not limited to; laptops, desktops, office software suite, phones, email, EHR system, and printers. You will be the first point of contact for users seeking assistance, and your ability to provide clear and concise communication will be crucial in delivering exceptional customer service. As a member of the IT team, you will stay in communication with the department and will be easily reached by general employees for support.

You will get to:

• Will work closely with a team of IT professionals, including Helpdesk agents and other Specialist helpdesk support, to troubleshoot and resolve reported issues

• Occasionally, you may encounter complex or unresolved issues that require escalation to higher -tier support or specialized teams. Your ability to recognize the need for escalation and provide comprehensive details to assist the next level of support will help ensure prompt and effective resolutions.

• Accepts Incoming calls, emails and assigns tickets with priority and responsible party.

• Perform software installation including current endpoint security updates and configuration

• Attends scheduled department meetings

• Will assist users with new user setups, login issues, and account management tasks, ensuring their access to essential systems and resources

• Documentation is a crucial aspect of this role. You will accurately document support tickets, recording all relevant details, troubleshooting steps, and resolutions.

You’ll definitely need:

• Preferred: A bachelor’s degree from an accredited college or university
• High school Diploma/GED
• Preferred: 2 years of experience working in computer repair and troubleshooting
• Experience working within a team setting.
• Bilingual: English/Spanish preferred.
• A valid Texas State Driver’s License.
• Current automobile insurance and the ability to travel  

We’ll also want you to:

• Continuous Improvement: Identify opportunities for process optimization, automation, and innovation within the IT department. Stay informed about emerging technologies and best practices in the field of mental health and developmental disabilities to support the organization’s growth and service delivery.
• Responsible for maintaining information security following HIPAA regulations and other accrediting agency regulations, medical practice acts, employment and safety laws, patient care laws, billing and insurance regulations or functions.
• This position attends work on a regular and predictable schedule in accordance with Hill Country Mental Health and Developmental Disabilities Center (HCMHDDC) leave policy.
• Adheres to all HCMHDDC agency policies and procedures, legal guidelines, and local, state, and federal laws.
• Must have reliable transportation and maintain a clean driving record and have insurance in the State of Texas.
• Some Travel may be required and may require travel to other locations in our 19 County catchment area. May travel beyond the catchment area for training

We’re excited to provide:

• PPO health insurance plan with option to add dependents.
• PPO dental plan and vision insurance options for healthy teeth and eyes.
• Employer paid life insurance.
• 401(a) plan, employer matches your contributions dollar for dollar up to 8% of your salary. You are 100% vested after 3 years of service.
• 457/403(b) plan, employees are immediately eligible to contribute pre-tax earnings.
• Generous paid time off for fun and vacations and paid sick time for when you’re under the weather.
• Authentic and caring environment where folks care about each other and want to do good in the world.

We can pay you:

$15 -$19 per hour and benefits plus good karma for doing good in the world.