ITS- HELP DESK ANALYST II

DeKalb Community Service Board (CSB) is an innovative, community-based behavioral health and developmental disabilities services organization located in metropolitan Atlanta, Georgia, offering a full range of mental health services, developmental disabilities programs and substance abuse treatment to more than 11,000 citizens annually who are uninsured and underinsured.
 
As a public, not-for-profit organization, the DeKalb CSB operates more than 20 locations in DeKalb County with a diverse workforce of more than 500 direct-care and support staff.

Our staff of physicians, nurses, clinicians and support personnel is dedicated to helping our clients and their families recover from these debilitating disabilities and resume productive lives. We strive to provide the highest quality, evidence-based services in the least restrictive settings, and we envision a community in which disabilities no longer limit potential. DeKalb CSB is accredited by the Commission on Accreditation of Rehabilitation Facilities (CARF). Read more on our recent CARF accreditation here. 

JOB SUMMARY – Provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems. Analyzes and designs software modifications to meet users' needs. May develop and conduct training programs for software/hardware users.

SKILL, COMPETENCY AND EDUCATION AND/OR LICENSURE REQUIREMENTS

Training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area. 4-5 years education/experience in system/network support.

DUTIES AND RESPONSIBILITIES:

• Computer knowledge: As a Help Desk Analyst, you will need to be familiar with all computer-related issues, such as Hardware, Software, Operating Systems, Cloud Technology, Wi-Fi, Handheld devices, Networking, and more.
• Communication: All Help Desk Analysts communicate daily with customers and co-workers, which requires well-developed written and verbal communication skills.
• Multitasking: Working as a Help Desk analyst often involves handling multiple issues simultaneously.
• Organization: Help Desk Analysts need to be well-organized so they can quickly find pieces of information they need and provide them to customers or colleagues.

INTER-RELATIONSHIPS: Must be able to communicate effectively and assist end users and other IT staff with computer related issues.

WORKING CONDITIONS: The job is routinely 8:00 a.m. to 5:00 p.m. in an office setting. Travel to other centers within DeKalb County is required daily to assist in solving computer problems.

NEEDED ATTRIBUTES: Incumbent must possess a pleasant personality and exhibit enthusiasm in helping users and IT staff with computer problems. Incumbent must be a great team player and work together with other IT staff to ensure that tasks and projects are completed in the most effective and efficient way.Users and other IT staff should see this staff person as a valuable resource and not hesitate to ask for help. The ability to write clearly and speak before groups in a clear and understandable manner is a must.

Physical Requirements: The physical demands described here are representative of those that must be met by ADA requirements for applicants and employees to successfully perform the essential functions of this job. The job requires lifting and carrying up to 5lbs

Pre-employment drug screening may be required. Selected applicant will be subject of an FBI Criminal History Record Check, and the applicant has the right to challenge the contents of their Criminal History Record Information, should they choose to do so.

Claratel CSB is an equal opportunity employer regarding disability under VEVRRA and ADA