IT Assistant

INFORMATION TECHNOLOGY ASSISTANT

POSITION SUMMARY

The Information Technology Assistant (IT Assistant) supports all electronic information systems, including networks, computers, desk phones, cell phones, and peripherals. The IT Assistant will also maintain all electronic information systems, telecommunication technologies, and fingerprinting technology. The IT Assistant performs job duties according to Optimal’s mission, vision, and philosophy.

REPORTS TO

Information Technology Director

REQUIRED EDUCATION AND EXPERIENCE

• High school diploma or equivalent

• At least 1-3 years of information technology support experience

• Experience with installation, troubleshooting, and replacing hardware, software, and network components through patches, updates, or other methods for desktops, laptops, tablets, peripherals, and mobile phones.

• Excellent Microsoft Office and Google Drive knowledge.

• Proficient with or able to quickly learn various computer hardware and software.

• Strong critical thinking and analytical skills.

• Strong work ethic with personal qualities of integrity and credibility.

• Must obtain CJIS fingerprinting technician certification within 90 days of hire.

PREFERRED EDUCATION AND EXPERIENCE

• Bachelor's degree in Information Technology or related field

• At least one year of customer service experience

• Microsoft A+ or other information technology certification

• CJIS Techniques of Fingerprinting Training certification

ESSENTIAL FUNCTIONS

• Install, configure, upgrade, repair, and maintain desktops, laptops, tablets, cell phones, and other peripheral equipment and related software.

• Connect hardware and software with diverse systems such as associated validation systems, file servers, email servers, application servers, and administrative systems.

• Respond to IT Help Desk support request tickets within 24 hours, perform diagnostic operations to determine and resolve the root cause of problems, and report ticket statistics monthly.

• Provide basic end-user training for intranet and software applications and create end-user training materials as necessary.

• Receive guests and visitors as a front desk receptionist when working in the office alone.

• Utilize biometric fingerprint technology, including capturing fingerprint data, and ensuring compliance with data privacy regulations while adhering to strict security protocols and legal considerations surrounding the use of biometric information.

• Execute duties and represent Optimal efficiently, cooperatively, and ethically.

• Execute procedures as outlined in the Optimal Policy and Procedure Manual.

• Comply with Optimal compliance measures.

• Comply with Optimal Personnel Record Policy, including updating applicable licenses, health screenings, and CPR/FA certification.

• Comply with the Optimal Equipment Policy, and do not share usernames and/or passwords with or give anyone access.

• Comply with the provisions of State, local, and Federal laws, regulations, ordinances, requirements, and codes that apply to the performance of services to be rendered.

• Comply with federal, state, and local laws by not discriminating against anyone based on race, color, national origin, age, sex, sexual orientation, religion, disability, or any other protected basis.

COMPETENCY

• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

• Excellent organizational skills and attention to detail.

• Proficient in Google Suite or similar software.

• Basic understanding of clerical procedures, systems, and electronic storage media.

• Basic understanding of office equipment.

• Ability to maintain confidential information.

• Ability to respond to calls and emails within 24 hours, Monday through Friday, and intervene when services are needed in times of crisis and/or outside regular work schedules.

• Ability to identify and resolve minor technology issues and use critical thinking to escalate an issue for additional support.

• Ability to answer, screen, and direct phone calls using multi-line desk and mobile phone; take messages.

• Ability to greet, assist, and provide direction and information to clients, visitors, and other guests of the organization.

• Coordinate with other departments to assist in the onboarding process.

• Coordinate with external vendors to resolve technical problems with end-user hardware and software.

• Maintain information technology inventory database.

• Performing other duties as assigned.

• Communicate using professional written and oral communication skills.

• Ability to work independently, prioritize work activities, and manage time efficiently.

• Maintain the proper use of company equipment, including laptops and mobile phones.

• Adhere to privacy and confidentiality of client records and communication as outlined in HIPAA regulations, Optimal policy, and state and federal laws.

• Comply with the Optimal Equipment Policy, and do not share usernames and/or passwords with or give anyone access.

• Participate in regularly scheduled meetings and complete training as required to execute job duties and as requested by the DDA and Optimal.

• Notify the immediate supervisor at least four (4) hours before the start of the work day if unable to report to work.

SUPERVISORY RESPONSIBILITY

• This position is not responsible for supervising others.

• Reports to the Director of Information Technology.

WORK ENVIRONMENT

• As an “essential” employee, you may be called upon to assist with natural disasters and public health emergencies.

PHYSICAL DEMANDS

• Being in a seated position for extended periods of time.

• Manual dexterity is required to manipulate small objects, such as using a keyboard.

• Strength to lift and carry files weighing up to 10 pounds.

POSITION TYPE AND EXPECTED HOURS OF WORK

• The introductory period will last 90 days from the employee’s start date.

• Full-time, 8:30 a.m. to 5:00 p.m., Monday through Friday.

TRAVEL

• The position may travel to off-site locations to provide fingerprinting or IT services.

• The position may travel to facilitate equipment exchanges with remote employees.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Current and active CPR and First Aid certification

• Normal tuberculosis skin test (or Chest X-ray within 12 months)

• At least three (3) letters of reference (must be in good standing)

BENEFITS

• Medical, Dental, and Vision Insurance

• Company-paid Life and Long-Term Disability insurance

• Company-paid holidays

• Paid time off

• Paid holidays

• 401(k) Retirement plan with employer match

• Supplemental Benefits Program

• Employee assistance program

• Mileage reimbursement at Federal mileage rate

• Professional development opportunities

Our Commitment to Equal Employment Opportunity

Optimal Case Management provides equal employment opportunities to qualified applicants and employees and makes employment decisions based on legitimate job-related qualifications, experience, performance, and organizational needs. Employment decisions are made without unlawful discrimination based on any status protected by applicable federal, state, or local law.

Reasonable accommodations are available to qualified applicants and employees with disabilities and for other legally protected accommodation needs in accordance with applicable law. Send application accommodation requests through our careers page at

Background and Pre-Employment Requirements

Employment is contingent upon successful completion of job-related pre-employment requirements applicable to the position. Any background screening or other pre-employment review will be conducted at the appropriate stage of the hiring process and in accordance with applicable law. Applicants must not be employed by or provide services for more than one Maryland Medicaid provider at the same time.

Ready to Make an Impact?

If you want a career where listening matters, relationships matter, and your work helps people navigate services and build lives around what is important to them, we invite you to apply.

Before applying, please consider the community travel, documentation, productivity, independence, and accountability required by this position. We want every person who joins Optimal to enter the role with a clear understanding of both the opportunity and the expectations.

AFFIRMATIVE ACTION PLAN (AAP) / EQUAL EMPLOYMENT OPPORTUNITY (EEO)

Optimal is an equal opportunity employer. Per anti-discrimination law, this policy's purpose is to effectuate these principles and mandates. Optimal prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Optimal conforms to the spirit and the letter of all applicable laws and regulations.

DISCLAIMER

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.