IT Support Specialist

Greater Nashua Mental Health is looking for a full-time IT Support Specialist to join our team! The IT Support Specialist is responsible for assisting users with help needed with IT tools used by GNMH. Provides support by setting up new computers/phones, out-processes staff that are no longer working with the agency, coordinates computer helpdesk/printer help requests and escalates issues, as appropriate.  Assists with implementation of new software and works on other projects, as assigned.

Duties & Responsibilities: 

• Monitors, responds and escalates all computer helpdesk and printer help requests, as appropriate.  Works with staff on any Electronic Medical Record (EMR), printer, computer, software, phone, iPhone, or hotspot issues to deliver excellent customer service.  Coordinates printer assistance and ensures toner is on hand for staff, as needed.
• Provides support with setting up computers/profiles for staff needing new computers or assistance with logging into desktops. Enrolls and sets up new users on GNMH technology tools, completes orientation with new staff and out-processes staff who are leaving the agency.
• Follows-up with support tickets with the EMR vendor and works directly with other vendors such as One Source Security, Conway, Dell, Konica and Verizon to resolve escalated issues.
• Works on assigned projects/tasks such as submitting monthly reports, updating weekly reports and completing required tasks to streamline MOE efforts.
• Ensures computer inventory, phone extensions and Verizon software are all up-to-date and documents essential IT functions/tasks/processes. 
• Completes other EMR/IT application tasks such as setting up templates and completing assignments, working with staff to refine/test new templates and trains users on various IT applications.
• Moves office IT equipment and printer/phone changes due to staff moving to different buildings/offices or taking other positions within the agency.
• Performs other duties or special projects as required or as assigned.

Qualifications: 

• High School Diploma or GED equivalent required. 
• Associate’s degree in Human Services, Psychology, IT or related field is preferred.
• 1-2 years related experiences 
• Familiar with Windows/Office environments, and Electronic Medical Records.
• Knowledge of Microsoft Office products (Email, Word, EXCEL).
• Excellent customer service skills.
• Strong problem-solving skills, and an ability to work effectively both independently and as part of a team.
• Comfortable in a fast-paced environment with frequent deadlines; high energy, self-motivated and proactive.
• Excellent communication and interpersonal skills, and an ability to express ideas clearly in written and oral form.
• Ability to multitask, and be flexible with regard to workload and assignments.
• Ability to exercise judgment.