Regional Service Desk Technician

Regional Service Desk Technician

This will be an onsite position at our Denver office. You're experienced, talented and motivated. You have the discipline, and you want to invest it in an opportunity that will invest in you. You want to add more meaning to the work you do every day. At ERC Pathlight, our mission lights the way for your passion.

With over 30 locations throughout the U.S. and treatment options available virtually, ERC Pathlight meets patients where they're at to offer innovative, compassionate, and comprehensive treatment for eating disorders, as well as mood, anxiety, and trauma-related disorders. We were founded in 2008 by pre-eminent psychiatrists and psychologists and treat 6,000+ patients per year. With the critical need for mental health care and eating disorder treatment, especially during the Covid-19 pandemic, we're looking for passionate and qualified professionals who will live out our mission to help save the lives of our patients.

This is by no means a "behind-the-scenes" role, as your work will help the company serve patients daily in a multitude of ways. The Regional Service Desk Technician supports a variety of business hardware, software, services, and on-premises and cloud-based platforms in a mixed Microsoft, Mac and VMWare VDI environment. The successful Regional Service Desk Technician demonstrates a desire to continuously learn and improve while supporting Eating Recovery Center / Pathlight's distributed staff and nationwide network of patient treatment locations to minimize disruptions to normal operations. Using excellent written and verbal communication, critical thinking and technical expertise, the Service Desk Technician will assist users at all levels of the organization by diagnosing and resolving technical issues, providing instruction on standard practices, creating new and updating existing documentation, and other duties as assigned. This role will be designated to provide scheduled onsite service and emergency site visits within a specific geographic region.

Essential Duties & Responsibilities :

• Provides Tier 2 level direct end-user support of essential technology and business systems, including, but not limited to, operating systems, security tools, applications, email systems, workstation, and peripheral hardware
• Performs regularly scheduled site visits with all facilities located within the assigned region. Site reviews will include equipment environment health checks, inventory validation, asset retrieval, and deployment of new assets for special projects. The regional coordinator will also serve as the primary IT point of contact / escalation for any site-specific issues
• Escalates and coordinates Tier 3 support incidents to System Administration team. Coordinates resolution with end users and ensure continuity of service to ERC teammates in the field. Work with system administrators on lessons learned and identify new requirements for documentation or SOPs
• Creates, updates, and maintains documentation including accurate tracking of work performed, information regarding standard procedures, common troubleshooting, etc.
• May be assigned projects such as device rollouts, new site openings, etc
• Ability and willingness to travel up to 25% of the time, which may include occasional nights and weekends

Qualifications :

Every role at ERC Pathlight is essential to delivering the high-quality care we promise to our patients. This means that from day one, we're here to support your role whether that means collaborating on monthly / quarterly goals, introducing you to mentors you can learn from, connecting you to continuing education resources and supplying you with the tools needed to not only excel but achieve measurable growth.

Healthy organizations value the mental wellness of their teams, and we understand that the professionals who work for us are not immune to their own mental health conditions. In the same way we observe and guide our patients, we take the same consideration for our employees when building our benefits packages and healthcare offerings. Teammates (and their families) are eligible to enroll in medical, dental, vision, and basic life insurance. Eligible teammates will receive 7.38 hours of paid time off every pay period as well as 40 hours of paid parental leave will also be available for use. We also offer competitive pay, 401(K) with company match and tuition reimbursement.