System Support Specialist

Job Number: 24-12376

Job Summary: The IT Support Specialist will provide dedicated technical support to the Crisis Hotline team, ensuring the smooth operation of both hardware and software systems for local and remote staff. This role includes troubleshooting, maintaining, and deploying IT equipment, as well as supporting communication tools and software platforms used in the Crisis Hotline program. The specialist will collaborate with IT and crisis response teams to resolve issues efficiently, ensuring minimal downtime for critical services.

Key Responsibilities:

• Provide technical support for computers, mobile devices, communication tools, and software used by the Crisis Hotline team.
  
• Troubleshoot hardware and software issues for both onsite and remote staff.
• Install, configure, and maintain IT equipment and software for the Crisis Hotline team.
• Assist with user training and ensure secure access to systems and applications.
• Work closely with IT teams to resolve escalated technical issues.
• Monitor and ensure reliable connectivity and performance of remote systems.
• Maintain documentation of support activities and IT assets.

Qualifications:

• Experience in IT support, particularly with remote workforce solutions.
• Strong troubleshooting skills for hardware and software.
• Familiarity with communication tools (VoIP, messaging platforms) used in crisis response settings.
• Knowledge of security best practices for remote users.
• Ability to work in a fast-paced, high-stakes environment.
  

Successful candidate must be available for onsite work minimum of 3 days per week with optional remote work dependent on operational demands and supervisory approval.

This position within the MIS business unit reports directly to the MIS Director, with dotted line responsibility to Practice Administrator, Crisis Services. Primary responsibilities to provide technical support to Crisis Hotline team, serving as back-up to Telecommunications Specialist and general MIS Helpdesk support team. This position will integrate into the Crisis Hotline workflow to facilitate smooth onboarding and provide high-touch support.

Regular, predictable attendance is an essential requirement for this position. Other duties may be assigned. May require a flexible work schedule.

Integral Care employees are to be committed to fostering an open, inclusive, and supportive environment that welcomes and embraces diversity in all forms. Integral Care defines diversity broadly to include race, ethnicity, abilities (mental/physical), gender, gender identity, immigrant status, language, religion, sexual orientation, socioeconomic status, veteran status, age, and other groups.

Integral Care employees are to strive to maintain a trauma sensitive workplace, to embrace trauma sensitive and informed practices, and to foster a supportive and welcoming environment of care.

Education:

Required:

• High School Diploma or GED required. Bachelors' degree preferred.

License

Required:

• Current and valid driver's license and a clean driving record.

Experience:

Required:

• 3 years technology/call center support.

Hours: Full-Time.

Workdays: Monday - Friday, occasional weekend.

Workhours: Variable.

Salary: $62,306 annually.

Why join us: Integral Care has proudly served Travis County residents for the past 50 years. As the largest provider of behavioral health services in Travis County, we are dedicated to improving the lives of adults and children living with mental illness, substance use disorder and intellectual and developmental disabilities. By joining our team, you will find rewarding work every day alongside people who have as much compassion as you. Join us and together we can help improve the quality of life for the people we serve. Imagine your career at Integral Care!

Employee Benefits:

• Medical, Dental and Vision insurance
• Generous vacation/holiday/sick leave
• Life and Short-term/Long-term Disability Insurance
• Employee Assistance Program (EAP)
• 403(b) retirement account
• Gold's gym membership discount
• Mileage reimbursement

Integral Care strives to maintain a diverse workforce. We encourage all to apply, including those who have knowledge and/or experience working with underserved populations, including Asian and Pacific Islander, Black/African American, Hispanic/Latino, and LGBTQA communities.

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, veteran status, sex or age.

For specific positions, additional compensation may be available to those who are bilingual in both English and one of the following languages: Spanish, Chinese, Vietnamese, Korean, or Burmese. (PM16)