CCCC IT Support Specialist

Job Classification:  CCCC IT Support Specialist

Working Title:  CCCC IT Support Specialist

This position involves providing customer service to employees via technical support related to both desktop and laptop computers, as well as oversight of the JBS Craig Crisis Care Center’s (CCCC) servers. The employee will be responsible for managing the Center’s network infrastructure and IP Security Camera System. Responsibilities of this employee also include assisting with the Crisis Care Center telephone and voicemail systems. Maintain and continuously develop knowledge of general building operations and facility systems as it relates to supporting crisis care center infrastructure, alongside assigned IT responsibilities.

Work requires independent judgement and confidentiality.

Supervised by:                                  Crisis Care Center Director

Employees Supervised:                   None

Division:                                             Crisis Care Center

Shift:                                                   8:00am-5:00pm Monday-Friday

                                                                         Schedule flexibility to include occasional evening and weekend hours required depending on programmatic need

PRIMARY JOB FUNCTIONS:

Provide customer service to JBS staff through support of their laptops and desktop computers at the CCCC.

Responsible for the overall operation and administration of the CCCC local area network. Performs day to day admin tasks including system status monitoring, user management, and fault isolation/troubleshooting.

Manage applications on CCCC network servers and CCCC workstations. Loads new applications, verifies correct operation of applications, applies patches/updates to operating systems.

Sources hardware and makes fiscally responsible purchases of equipment from reputable vendors maintains equipment warranty information.

Install new hardware and repair existing hardware, as needed. Includes installation and set-up of work stations, servers, hubs, switches, cabling, routers, power supplies, back-up drives, printers, etc.

Monitor IT work ticket system and ensures timely response to appropriate CCCC requests.

Manages CCCC email addresses.

Makes recommendations concerning current and future system utilization and resources needed to sustain acceptable performance.

Monitor door, camera and telephone system operations. Set up new services and maintain current services.

Follow IT Manager’s guidance and recommendations to ensure compliance with all agency IT policies, security standards, and regulatory requirements.

Adhere to established cybersecurity safeguards, data protection protocols, and industry best practices to maintain the confidentiality, integrity, and security of agency systems, networks, and information assets.

Respond to after-hours IT or facility emergencies and provide on-site support when necessary to diagnose, troubleshoot, and restore critical Crisis Care Center systems to maintain uninterrupted operations, ensuring operational continuity and minimizing disruptions to recipient care.

Provides technical support for the CCCC’s Avatar electronic health record system.

Manage Avatar and Order Connect user account set-up, enrollment and termination.

Identify, troubleshoot, and correct billing, demographic, and other general Avatar system errors for the CCCC, including merging duplicate records when applicable.

Create, update, and maintain electronic forms; develop and generate system and Crystal Reports; and compile, review, and prepare CCCC data to support ADMH reporting requirements.

Monitor, troubleshoot, and coordinate support for general building and facility systems that impact CCCC operations, while maintaining primary responsibility for assigned IT functions.

Performs special projects, as assigned.

Other duties as assigned.

On-call responsibility as needed.

MINIMUM QUALIFICATIONS:

Experience in troubleshooting, repairing or replacing personal computer components is required. Experience with Microsoft Windows 7, 10 and 11 operating systems is required. Must be able to read, understand, and apply the information contained in technical manuals written for computers, computer components, telephone systems, voice mail systems, and other electronic devices. Must possess the ability to manufacture computer network cables or be able to acquire this ability.

Preferred Qualifications:

Graduation from a university, college, or technical school with an information technology degree related field.

Candidates with at least one year of real world experience, however, will consider recent college/technical school graduates with internships in computer repair or software maintenance.

MINIMUM QUALIFICATIONS:

Experience in troubleshooting, repairing or replacing personal computer components is required. Experience with Microsoft Windows 7, 10 and 11 operating systems is required. Must be able to read, understand, and apply the information contained in technical manuals written

for computers, computer components, telephone systems, voice mail systems, and other electronic devices. Must possess the ability to manufacture computer network cables or be able to acquire this ability.

Preferred Qualifications:

Graduation from a university, college, or technical school with an information technology degree related field.

Candidates with at least one year of real world experience, however, will consider recent college/technical school graduates with internships in computer repair or software maintenance.