IT Help Desk Technician

Who we are: La Clínica 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 90,000 individuals come to La Clínica 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, and/or 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 technician(s). 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 transmission/interfaces, reports and/or other customer related items.

• Receives, tracks, monitors, reviews, inputs, records, and maintains information such as name, address/location, PC or equipment to be repaired or service to be rendered. Ensures information is accurate and that technician(s) responds in a timely fashion.

• Prepares work orders and distributes those work orders to appropriate resources or technician(s); Schedules service call(s) and dispatches; Relays messages and special instructions to resources or technician(s) and/or other departments.

• May be required to launch immediate response teams (IRTs), as needed, and lead the IRT calls until the issue is resolved.

• Calls or writes customer(s) to ensure satisfactory performance of service. Performs follow up procedure.

• Keeps an accurate record of service calls and work orders using Service Desk Plus software.

• Participates 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 controls.

• Position may be required to work evening shifts and weekends.

Minimum Job Requirements

• Must have demonstrated proficiency and ability to troubleshoot in Microsoft Windows OS (all versions)

• Must 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 diagnosis

• Must have demonstrated proficiency and ability to troubleshoot and diagnose first level network connectivity issues

• Must have ability to carry out tasks which require accuracy, analyzing and evaluating situations, reaching sound and logical conclusions, making appropriate recommendations and documenting actions

• Must 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 needed

• Must pass Manager's review of "Service Desk Plus" software ticket completion in order to successfully complete introductory (probationary) period

• Graduation from High School or equivalent required. CompTIA A+ certification desired but not required.

• 2 -3 years support experience related to software, hardware, network and/or telecom. Call center experience preferred

• Prefer candidates who have experience supporting the EPIC electronic medical records application, troubleshoot issues, understand the interoperability and escalate items as needed.