IT Helpdesk Support Specialist

Lewis & Clark Behavioral Health Services is seeking a dependable and motivated IT Helpdesk Support Specialist to join our Information Technology team. This position serves as the first point of contact for staff requesting technology assistance and is responsible for providing timely, professional, and effective technical support. This position on-site only and the hired applicant will have a desk at our Yankton office.

The IT Helpdesk Support Specialist will troubleshoot and resolve common hardware, software, and connectivity issues; assist with processes to inventory and deploy technology at all locations; document and manage support requests; and route issues requiring specialized support to the appropriate internal department or external service provider. The successful candidate will possess strong customer service skills, a willingness to learn, and the ability to methodically troubleshoot technical problems.

Key Responsibilities:

Helpdesk & Technical Support

• Serve as the first point of contact for staff requesting IT assistance by phone, helpdesk ticket, email, or in person
• Provide first-call resolution for common technology issues whenever possible
• Troubleshoot Windows 11 desktop and laptop hardware, software, and operating system issues
• Provide support for Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams
• Assist users with common account, password, login, and application access issues in accordance with agency security procedures
• Troubleshoot common workstation connectivity, peripheral, and network access issues
• Diagnose printer-related issues and resolve basic software, connectivity, or configuration problems
• Assist staff with basic file, folder, shared resource, and network drive access issues
• Provide basic support for web browsers, PDF applications, and other agency-standard software
• Document troubleshooting steps and resolutions in the Incident Management system
• Escalate or route requests to the appropriate IT staff member, department, vendor, or service provider when an issue cannot be resolved at the helpdesk level
• Communicate status updates to staff and follow up to confirm successful resolution

Video Conferencing & Meeting Technology

• Provide support for video conferencing platforms and equipment
• Troubleshoot cameras, microphones, speakers, displays, conference room computers, and related audiovisual equipment
• Assist staff with joining, hosting, and troubleshooting virtual meetings

Computer Deployment & User Support

• Prepare, configure, and deploy Windows 11 computers and related equipment to staff
• Assist with new employee technology setup, including computers, monitors, peripherals, and approved software
• Support equipment changes associated with employee transfers, office moves, and departures
• Assist with collection, inspection, documentation, and preparation of returned equipment for reassignment
• Ensure devices are properly labeled and recorded in agency inventory systems
• Follow established IT standards and checklists for device setup and deployment

Technology Inventory Management

• Maintain accurate records of computers, monitors, mobile devices, peripherals, and other technology assets
• Assist with routine physical inventory counts and reconciliation of technology assets
• Receive, organize, label, store, and distribute technology equipment and supplies
• Identify equipment requiring repair, replacement, recycling, or disposal and route appropriately

Helpdesk Administration & Documentation

• Create, update, and close helpdesk tickets accurately
• Ensure requests are routed to the appropriate person, department, vendor, or support provider
• Maintain clear documentation of reported problems, troubleshooting performed, and final resolutions
• Assist with maintaining internal technical documentation, procedures, and knowledge base articles
• Identify recurring support issues and communicate trends to IT leadership
• Assist the IT department with technology-related projects and other duties as assigned

• Associate's or Bachelor's degree in Computer Information Systems or a related field preferred. Equivalent education, technical training, or relevant experience will be considered
• Experience with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams required
• Experience supporting or troubleshooting Windows-based computers required
• Experience with video conferencing applications and equipment required
• General hardware and software troubleshooting skills required
• Baseline understanding of network architecture and concepts
• Previous helpdesk, technical support, internship, or customer service experience preferred

Required Skills and Abilities

• Strong customer service skills with the ability to communicate technical information clearly to users with varying levels of technical experience
• Strong verbal and written communication skills
• Ability to troubleshoot abstract problems logically and methodically
• Ability to recognize when an issue should be escalated and route requests appropriately
• Ability to manage multiple support requests and establish priorities
• Strong attention to detail and organizational skills
• Ability to follow technical procedures, checklists, and documentation
• Ability to learn new applications, systems, and technologies
• Ability to work both independently and collaboratively as part of an IT team
• Ability to maintain confidentiality and appropriately handle sensitive information
• Professional, patient, and helpful demeanor when assisting staff
• Ability to safely move, install, and connect standard desktop computer equipment and peripherals