IT Helpdesk Technician

$35,000 - $35,000/Yr

Behavioral Health Associates - Lehighton, PA

Full-time - Entry Level

Lehighton, PA

Ambulatory Health Care Services

About the position

Behavioral Health Associates (BHA) is an educational organization dedicated to providing an academic learning environment integrated with behavioral support services for students diagnosed with emotional and behavioral disorders. We are currently seeking a full-time IT Helpdesk Technician who will serve as the first line of defense for our users, delivering efficient and friendly support across a variety of hardware, software, and network issues. This role is crucial in ensuring that our staff and students have the necessary technological support to thrive in their educational environment. As an IT Helpdesk Technician, you will be responsible for troubleshooting user issues related to desktops, laptops, Chromebooks, iPads, Onescreen Interactive Whiteboards, projectors, software applications, and network connectivity. You will provide clear and concise explanations of technical concepts to users with varying levels of technical expertise, ensuring that they understand the solutions provided. Additionally, you will document issues and resolutions to build a knowledge base that will improve future support efforts. In cases where issues are complex, you will escalate them to senior IT staff as needed. Maintaining and updating the ticketing system and documentation is a key part of this role, as is staying up-to-date on the latest technology trends and best practices. You will also be required to travel between our various locations to support different buildings and programs, contributing to a positive and collaborative IT environment. Attendance at staff meetings and following any other job-related directions or duties as instructed by your supervisor will also be part of your responsibilities.

Responsibilities

• Troubleshoot user issues related to desktops, laptops, Chromebooks, iPads, Onescreen Interactive Whiteboards, projectors, software applications, and network connectivity.
• Provide clear and concise explanations of technical concepts to users with varying levels of technical expertise.
• Document issues and resolutions to build a knowledge base and improve future support.
• Escalate complex issues to senior IT staff as needed.
• Maintain and update ticketing system and documentation.
• Stay up-to-date on the latest technology trends and best practices.
• Travel between locations to support various buildings and programs.
• Contribute to a positive and collaborative IT environment.
• Attend staff meetings as required.
• Follow any other job-related directions or duties as instructed by your supervisor.

Requirements

• Experience in a technical support role, in an IT Helpdesk setting, preferred.
• Strong understanding of computer hardware, software, and networking concepts.
• Passionate about technology and willing to learn new things.
• Ability to work independently and as a team.
• Experience with Microsoft 365, Google Workspace, and Microsoft Office.
• Strong written and oral communication skills.
• Ability to problem-solve and a methodical approach to troubleshooting.
• Certifications in IT support or related fields, preferred.
• Customer service experience, preferred.
• Basic knowledge of structured cabling, preferred.

Nice-to-haves

• Certifications in IT support or related fields, preferred.
• Customer service experience, preferred.
• Basic knowledge of structured cabling, preferred.

Benefits

• Full Time, Year-Round Paid Leave for Sick, Personal, and Vacation Days
• Time Off for Holidays
• Choice of Two Medical Plans, Dental, Vision and Voluntary Life Insurance
• Company Paid: Group Life Insurance and Employee Assistance Program
• Retirement Plan with Company Match up to 3% of your Annual Salary
• Tuition Reimbursement