| JOB SUMMARY |
| (enter paragraph text here) |
| Under direct supervision of a higher classified employee, provides direct technology support to Washtenaw County Community Mental Health (WCCMH) staff. Serves as a liaison between staff, County Information Management, and other departments to ensure requests are resolved efficiently and effectively. This role supports technology used in clinical, administrative, and field-based settings and requires adherence to HIPAA, privacy, and County policies. |
| EXAMPLES OF DUTIES |
Essential Duties:
|
- Provide support for WCCMH staff via phone, email, web portal, or in person, ensuring professional, friendly, and timely assistance.
|
- Assist WCCMH staff with devices, applications, and access needs; troubleshoot basic issues and escalate complex problems as appropriate.
|
- Support WCCMH-specific applications and systems, including electronic health records (EHRs), client management systems, and secure communication tools.
|
- Advocate for staff, representing their needs and experiences to County Information Management and other departments with particular attention to WCCMH operational, clinical, and compliance-related requirements.
|
- Provide training and guidance to staff either individually or through scheduled sessions.
|
- Maintain accurate inventory records; coordinates equipment deployment, reassignment, and returns; and ensures compliance with organizational policies and procedures.
|
- Prioritize and triage support requests based on operational urgency.
|
- Maintain and utilize knowledge base content; contribute to process improvement initiatives.
|
- Provide in-person and remote support at WCCMH locations, including occasional travel to local satellite or program sites.
|
- Record, track, and document support requests, actions taken, and resolutions in applicable systems.
|
- Analyze recurring support issues and workflows, recommend improvements, and support implementation.
|
- Participate in and support projects of varying complexity, coordinating tasks and timelines under supervision including WCCMH technology projects such as system upgrades, workflow changes, or new tool implementations.
|
- Confer with County Information Management, Finance, vendors, and other stakeholders regarding support needs and workflows.
|
- Provide functional guidance or coordination to colleagues regarding Help Desk best practices and workflow optimization.
|
- Apply HIPAA, confidentiality, and data security standards when responding to support requests involving protected health information (PHI).
|
- Serves as the primary point of contact across multiple WCCMH locations for copier and multifunction printer issues, troubleshooting basic problems, coordinating service requests, and working with vendors to resolve hardware or service-related concerns.
|
- Provide frontline technical support to WCCMH programs including outpatient clinics, residential services, access centers, and administrative offices where technology directly impacts WCCMH service delivery.
|
- Perform other duties as assigned, including assisting with Help Desk initiatives and end-user support enhancements.
|
| The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified. |
| EMPLOYMENT QUALIFICATIONS |
Knowledge, Skills, and Abilities:
|
- Strong customer service focus with excellent communication, listening, and interpersonal skills.
|
- Comfortable learning and using technology tools (Microsoft Office, email, web applications, cell phones, tablets, etc.).
|
- Ability to analyze problems, identify solutions, and escalate appropriately.
|
- Strong organizational skills and attention to detail.
|
- Ability to work effectively in a confidential, regulated environment requiring discretion, accuracy, and adherence to policy.
|
- Ability to manage multiple requests and priorities efficiently.
|
- Willingness to learn new systems and technology and grow into project or functional responsibilities.
|
- Ability to interact professionally with staff working in high-demand service environments.
|
| LICENSES/CERTIFICATIONS |
| Valid State of Michigan driver's license. |
| PHYSICAL DEMANDS |
| Ability to work in an office environment, operate standard office equipment, and communicate in person or over the phone. May require occasional lifting up to 10 pounds. |
| These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations. |
| EDUCATION |
| Possession of a bachelor's degree or equivalent in Computer Science, Information Systems or a related field. |
| EXPERIENCE |
| Two or more years of experience providing technical support in healthcare, human services, or similar environment. Experience supporting staff who rely on technology to deliver services is strongly preferred. |
| This class description intends to identify the major duties and requirements of the job and should not be interpreted as all-inclusive. Incumbents may be requested to perform job-related duties other than those outlined above and may be required to have specific job-related knowledge for successful job performance. |
| FILING DEADLINE: 10/20/26 CONTROL NUMBER: 2609-5100-1604-0001 AN EQUAL OPPORTUNITY EMPLOYER |
Create a job alert for instant notification of new roles that fit your search criteria