IT Assistant

Who We Are:

Mindful Support Services is a mental health organization focused on business-to-business support for independent therapy and psychiatric private practices. Since 2011, we have been providing administrative and organizational services to simplify the processes of sourcing, marketing, and billing with patients and insurers. Our teams support 1,400+ mental health providers and over 20,000 patients per week across 11 locations and virtually via Telehealth.

We are a company dedicated to the complex mission of improving access to high quality mental healthcare in our community. We are driven by our tenets of respect, authenticity, collaboration, and perseverance and instill these qualities into everything we do.

About the Role  

The IT Support Assistant will work collaboratively with team members, contractors, vendors, and other departments within the company to contribute to both big-picture projects and daily support of departments. Duties will include managing and deploying IT equipment, daily management of support tickets for providers and staff, contributing to major projects, assisting with project planning and execution, and various systems and applications. This is a full-time position. 

Responsibilities:   

• Be the first level of contact for support via tickets/phone/in-person; triage the request and escalate with internal support as needed. 
• Expertly manage ticketing software and solving, escalating, and following-up on tickets. 
• Manage account setup, deactivation, and discreet handling during staff onboarding and offboarding. 
• Manage the inventory, deployment, and updating of all IT equipment (laptops, desktops, printers, etc.). 
• Identify, research, and communicate open issues in a professional and timely manner. 
• Provide daily software and application support and troubleshooting of key software tools across all departments (AdvancedMD, CRM, O365, SharePoint, LuxSci, etc.). 
• Work with vendor support to escalate, troubleshoot, and resolve open issues. 
• Create and communicate documentation for workflow processes, and best practices for equipment and software use. 
• Assist in managing phone systems; managing user accounts & permissions, providing first-level support, and support with vendor management to escalate and troubleshoot issues. 
• Support major projects within the Operations/IT departments by helping configure software and draft documentation, and work with departments on training and communication.  
• Support in troubleshooting escalated provider-IT issues and communicate timely follow-ups to providers directly. 
• Assist with website management and implementation of large updates to content and functionality. 

• Perform physical installation and troubleshooting of various IT equipment, workstations, and assist with new location launches. 
• Travel to office locations on an as-needed basis for on-site support and troubleshooting of equipment and be available for after-hours and weekend support as needed. 

Requirements

Qualifications 

• Bachelor’s degree and 2-3 years of related experience and/or training; or equivalent combination of education and experience. 
• Frequently move items weighing up to 50 pounds for various needs. 
• Applicant must have a personal vehicle and valid Driver's License they can use for work-related travel; Mindful Support Services reimburses for mileage. 

Core Competencies  

• Customer service first mentality and patient demeanor. 
• Excellent written and verbal skills with razor-sharp accuracy and thoroughness in completing all tasks. 
• Discreet, tactful, emotionally intelligent with highly collaborative interpersonal skills. 
• A general curiosity for troubleshooting. 
• Strong organizational and problem-solving skills. 
• Demonstrated ability to communicate effectively with vendors and inter-departmentally. 
• Demonstrated ability to adapt quickly to technology and knowledge to troubleshoot alternative avenues for resolution. 
• Ability to work autonomously, with minimal supervision, manage your time responsibly and be accountable for completing daily tasks and meeting project deadlines – as well as in a team environment. 

Work Environment 

Work will be performed mainly at Mindful Support Services’ Headquarters, with work performed at other office locations on an as-needed basis. 

Benefits

• We provide our full-time employees with:
• 75% coverage of health, dental, and vision insurance
• 12 PTO days accrued annually
• 4 paid holidays per year
• 401k matching
• Life Insurance
• Professional development training and opportunities for advancement

We are an equal opportunity employer with a progressive workplace based on teamwork, integrity, and customer service. We are committed to cultivating the long-term professional potential of our team. Applicants from all fields are encouraged to apply. Background check required. Come join a strong team making an impact in the service world of mental health!

It is a conflict of interest to simultaneously be an employee of Mindful Support Services and a client of Mindful Therapy Group.

Job Type: Full-time

Salary: $22-$24 per hour DOE