988 Technical Support - Shift Leader

Position Title: 988 Technical Support - Shift Leader

Salary Range: $80,000 - $92,000

Department: Information Technology

Reports to: Director, Enterprise IT Support

Location: Remote

Schedule: M-F; 9AM-5PM / 5PM-1AM / 1AM-9AM EST

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Summary

Are you passionate about helping technical teams deliver value? Do you have experience working on an IT help desk? As a Technical Support Shift Leader at Vibrant Emotional Health, the leader in mental health innovation and suicide prevention, you will provide client hardware and software support and technical issue resolution for 988 focused application and services, and lead a shift of technical support specialists. **

Duties/Responsibilities**

• Lead a shift of technical support specialists
• Troubleshooting client-based hardware and software issues
• Providing one-on-one end-user problem resolution over the phone
• Troubleshooting networking issues
• Setting up and maintaining communication hardware and systems (headsets, misc peripherals, etc)
• Document operational procedures and standards for client support
• Assisting IT Department with projects as needed

Required Skills/Abilities

• Must be team-oriented, possess a positive attitude, and have people skills
• Have a genuine passion for providing excellent customer service and a problem-solving attitude
• Computer systems Certifications a plus (Comp TIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365, Fundamentals, Microsoft Technology Associate)
• Ability to lift up to 30 pounds

Required Qualifications

• A bachelor’s degree in computer science or related field required or an additional 3 years of experience
• At least 7+ years of experience in a technical support position
• At least 2-3 years in a team lead/managerial position
• Experience supporting on-prem architecture, SaaS, PaaS, and/or IaaS
• Experience with Genesys Cloud and Salesforce a plus
• Advanced knowledge of Microsoft Office desktop and Office 365 online
• Advanced knowledge of Microsoft Windows 10, Windows 11 and macOS
• Advanced knowledge of TCP/IP

Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc.

_Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

_ Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

_"Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address"

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