Help Desk Technician

Under general direction, the Help Desk Technician is responsible for supporting the stable operation of all agency supplied computers and printers. Includes installing, configuring, maintaining, and optimizing all agency provided equipment and printer hardware, software, smartphones, VOIP phones, and communication links while ensuring minimal downtime. This person will also diagnose, resolve, and document hardware and software problems in a timely and accurate fashion, and provide end user training and support where required.

At Partnership Solutions, our work is performed in support of, and on behalf of, Care Design NY (a Care Coordination / Health Home), and Partners Health Plan (a Managed Care Organization), dedicated to providing supports and services for persons with intellectual and/or developmental disabilities. As their administrative arm, we share in a unified organizational culture and the work we do is in furtherance of our collective ability to achieve our shared organizational mission, vision, and values as stated below:

Purpose - Connecting people to their chosen supports to live a healthy and meaningful life.
Vision – We see a world that is accepting, inclusive, and promotes positive health for all individuals with intellectual and /or developmental Disabilities (I/DD).
Mission – Our mission is twofold: to provide compassionate, skilled person-centered care planning that includes a holistic approach to health and wellness, and to advocate for a disability inclusive world.
Values -

• Committed - We are committed to developing successful employees across the organization so members and families can receive high-quality supports.
• Compassionate - We are compassionate about creating open, honest relationships through collaboration, active listening, and showing empathy for others.
• Connected - We are connected to each other through a sense of belonging that enriches the work environment and shapes a positive experience for members and families.

All full-time positions come with generous benefits including $3000 tuition reimbursement per calendar year, and up to $250 of professional development courses! Click here to view the current benefits summary.

• Process incoming requests by telephone or email to Help Desk in a courteous, timely fashion to resolve end user issues.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications.
• Ensure problems have been resolved.
• Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet to aid in problem resolution.
• Maintain confidentiality of employee and individual’s data.
• Assist in the monitoring of agency computers for virus activity. Ensures that virus data file uploads are updated continuously.
• Follows-up to ensure timely delivery and installation of products.
• Maintain various hardware and software inventories.
• Create, maintain, and revise supporting documentation.
• Assist with agency computer and printer configurations, upgrades, and repairs.
• Will perform simple database and spreadsheet reporting and development.
• Provides application assistance to end users.
• Performs other related duties as requested.
• Day to day administration of the agency’s VOIP phone network such as resetting voicemail passwords, installing new phones, troubleshooting problems.
• Supports the use of agency Laptops by enrolling the devices, resetting/reinstalling OS
• Assist end users in setting up new and replacement iPhones using Mobile Device Management.

• High School Diploma or GED required, Associate’s Degree preferred
• At least 3 years of related computer work experience
• Must live and work in the greater Capitol Region of New York State

Care Design NY and Partnership Solutions provide equal employment opportunities to all. We celebrate the qualities that make each of us unique and greatly value how they enrich the work we do. As such, we welcome candidates of color, candidates who identify as gender diverse, neurodiverse candidates, and candidates of all ages with diverse lived experiences and perspectives to apply.