IT Systems Technician

Acadia Healthcare is a leading provider of behavioral healthcare services across the United States. Acadia operates a growing network of 250 plus behavioral healthcare facilities with approximately 11,100 beds in 39 states and Puerto Rico. With more than 23,000 employees serving approximately 75,000 patients daily, Acadia is the largest stand-alone behavioral health company in the U.S. Acadia Healthcare’s purpose is to Lead Care With Light and our mission is to be a world-class organization that sets the standard for excellence in the treatment of mental health and addiction concerns.

We strive to maintain our standing as a thought leader in the behavioral healthcare industry, providing treatment that is synonymous with compassion and innovation. We are seeking an onsite IT Systems Technician for our corporate office in Franklin, TN.

The IT Systems Technician is responsible for providing fast and useful technical assistance on not only computer systems but also other devices and applications that are necessary for our employees to perform their job duties. IT Systems Technicians will answer queries on basic technical issues and offer advice to solve them. IT Systems Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

They must also be customer-oriented and patient to deal with difficult customers.

• Serve as the first point of contact for customers seeking technical assistance in person, over the phone or email.
• Configure, modify, and deploy workstations for new employees including physical configuration of hardware.
• Perform in person and remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Maintain skills by attending related training and performing research.
• Identify and suggest possible improvements on procedures.
• Other IT support or IT administrative tasks as needed.
• Evening and weekend off hour activities as required.

• Performs other duties as assigned.

• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
• Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
• Develops constructive and cooperative working relationships with others and maintains them over time.
• Encourages and builds mutual trust, respect and cooperation among team members.
• Be flexible with work schedule to accommodate colleagues with differing start times.

• Associate degree in Information Technology preferred or equivalent work experience.
• Knowledge of TCP/IP, DNS, WINS, and DHCP.
• Knowledge of MS Active Directory.
• Knowledge of network cabling standard and network room build outs.
• Tech savvy with working knowledge of office automation products, databases and remote access applications.
• Good understanding of computer systems, mobile devices and other tech products.
• Exceptional judgment and strategic planning / thinking skills / interpersonal skills.
• Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements.
• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
• Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
• Possess the ability to satisfy the customer as well as fix the problem.
• Exceptional ability to work as a team player.
• Ability to train, explain and impart knowledge to others.
• Ability to work professionally with sensitive, proprietary…