IT Support Technician - SSTAR

About Us

We’re more than just quality treatment for substance use disorders. We’re a total health community. At SSTAR, our mission is healing the community, one person at a time. We will provide a personal level of healthcare and addiction treatment that addresses the mental, physical, and spiritual well-being of everyone we touch. SSTAR is a Federally Qualified Health Center (FQHC) which affords our employees eligibility to apply for one of our three Loan Repayment Programs, including the HRSA LRP.

The IT Support Technician has the primary responsibility of being responsible for monitoring and the successful completion/resolution of help desk throughout the entire organization. The quick resolutions of help desk tickets are a major priority for the SSTAR IT Team to ensure user productivity is always maximized and user satisfaction is maintained at the highest level.

Benefits

• 403B
• Dental insurance
• Disability insurance through Massachusetts PFML
• Employee discounts, cell phone, eyewear etc.
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Flexible Spending Account
• Opportunities to earn CEU's
• Voluntary Benefits including but not limited to, Disability, Life, Critical Illness, Accident and Disability Insurances

Duties & Responsibilities

• The IT Support Technician is an expert with Office 365.
• Prioritizes user helpdesk satisfaction and ticket resolution.
• Monitors the complete status of help desk tickets and provides weekly updates to IT team regarding performance and benchmarks to increase overall speed of ticket completion and resolution.
• The IT Support Technician is a leader and in-house expert with all user applications that SSTAR uses for business needs.
• Focuses on Cyber Security.
• The IT Support Technician is responsible for Wifi and Mobile device troubleshooting and deployment.
• Manages Laptops and Desktops imaging and deployment.
• Troubleshoots problems with network and security infrastructure, including routers, switches, firewalls, VPN, proxy server and makes corrective actions when necessary.
• Assists with support of help desk tickets and visits offices to troubleshoot and solve problems when necessary.
• Assists with planning, design, research, and acquisition of new or upgraded hardware technology and recommend modifications as necessary.
• The IT Support Technician assists with server/client hardware and software installation and configuration, documentation of IP assignment of servers and network devices.
• Supports mission critical infrastructure and help desk after hours when necessary.
• Responsible for analyzing network performance issues and ensure EMR software running.
• Represents the organization with a positive, professional attitude when communicating with patients and visitors.
• Works well with others and has the ability to discuss issues that come up with staff in a professional manner.
• Other duties as assigned.

Education & Experience

• Associate’s degree in Computer Science, Information Technology, or a related field preferred. Relevant certifications and/or experience may be accepted in lieu of a degree.
• Strong Inter-personal, analytical of network operations thinking, and communication skills required.
• Ability to work as part of a team is required

Other Requirements

• Reliable transportation required.
• Standard Required Working hours are Monday through Friday 7:30 am to 4:30 pm.
• Cultural sensitivity is necessary to work with a diverse patient and staff population required.
• Ability to work independently and collaboratively required.
• Strong communication skills, both verbal and written required.
• Ability to work outside of regular business hours as needed for network maintenance, upgrades, or incident response.
• Willingness to stay updated on emerging networking technologies and best practices through self-study, training, and professional development activities.
• Small Stipend available for rotating on-call after hours coverage.