IT Help Desk Technician - La Clinica de La Raza : Job Details

Who we are La Clnica de La Raza is a community based health center committed to providing culturally appropriate high quality and accessible health care to the diverse communities of the San Francisco Bay Area We have spent over 40 years advocating for and creating a health home for the many that have been denied access to care As health care activists we are dedicated to ensuring that individuals who do not have healthcare coverage receive the same quality healthcare as those who do From our genesis as a community health center in 1971 we understood that we cannot heal our communities without also addressing the economic and social factors that affect health Many times this requires that we go outside and provide services in other settings that link individuals to our health center for preventive and primary care Over 90000 individuals come to La Clnica because it is a welcoming place that addresses the whole person coordinating and connecting them to a broad network of services to improve and maintain their health and well being While we are still known for our activism and spirit of social justice we are also proud to have grown into a sophisticated provider of primary health care services with 35 sites across Alameda Contra Costa and Solano counties Who you are As an IT Help Desk Technician you will be responsible for providing primarily over the telephone customer support and level 1 and level 2 troubleshooting for software applications hardware network operations telecommunications data interfaces andor other systems and devices You must provide excellent customer service while maintaining and growing a diverse knowledge base across various application domains and operating systems In addition you will be responsible for receiving recording and re distributing work to the appropriate resource or technicians This may include the need to dispatch a technician You will be responsible for closing all tickets with customers and monitoring all service orders to insure a timely resolution and high customer satisfaction Major Areas of Responsibility include but are not limited to Provides technical support via phone to internal end users on a variety of computer issues as related to computer software applications interfaces data transmissioninterfaces reports andor other customer related itemsReceives tracks monitors reviews inputs records and maintains information such as name addresslocation PC or equipment to be repaired or service to be rendered Ensures information is accurate and that technicians responds in a timely fashionPrepares work orders and distributes those work orders to appropriate resources or technicians; Schedules service calls and dispatches; Relays messages and special instructions to resources or technicians andor other departmentsMay be required to launch immediate response teams IRTs as needed and lead the IRT calls until the issue is resolvedCalls or writes customers to ensure satisfactory performance of service Performs follow up procedureKeeps an accurate record of service calls and work orders using Service Desk Plus softwareParticipates in in service training programs attends staff meetings and as required Is knowledgeable in internal operations with current technologies upgrades patches releases and all change controlsPosition may be required to work evening shifts and weekendsMinimum Job Requirements Must have demonstrated proficiency and ability to troubleshoot in Microsoft Windows OS all versionsMust have demonstrated proficiency and ability to troubleshoot Microsoft Office all versions and applications such as Word Excel and Outlook and other software applications as required; this includes computer desktop operations running programs remote applications terminal services and providing initial issue diagnosisMust have demonstrated proficiency and ability to troubleshoot and diagnose first level network connectivity issuesMust have ability to carry out tasks which require accuracy analyzing and evaluating situations reaching sound and logical conclusions making appropriate recommendations and documenting actionsAbility to work across cultures and demonstrate support of diversity equity and inclusionMust have exceptional customer service skills be team oriented work effectively with others and work in a methodical independent and thorough manner with speed and accuracy with minimal supervision; work under pressure take instructions from co workers multitask and ask for help when neededMust pass Managers review of Service Desk Plus software ticket completion in order to successfully complete introductory probationary periodGraduation from High School or equivalent required CompTIA A certification desired but not required2 3 years support experience related to software hardware network andor telecom Call center experience preferredPrefer candidates who have experience supporting the EPIC electronic medical records application troubleshoot issues understand the interoperability and escalate items as needed