IT Help Desk Technician

$57,200 - $75,067/Yr

La Clinica De La Raza - Oakland, CA

Full-time - Entry Level

Oakland, CA

Ambulatory Health Care Services

About the position

La Clínica de La Raza is a community-based health center dedicated to providing culturally appropriate, high-quality, and accessible health care to the diverse communities of the San Francisco Bay Area. As an IT Help Desk Technician, you will play a crucial role in supporting our mission by providing exceptional customer service and technical support to our internal users. Your primary responsibilities will include troubleshooting software applications, hardware, network operations, and telecommunications systems, primarily over the phone. You will be expected to maintain a diverse knowledge base across various application domains and operating systems to effectively assist users with their technical issues. In this role, you will be responsible for receiving, recording, and redistributing work to the appropriate resources or technicians. This may involve dispatching technicians as needed. You will also be tasked with closing all tickets with customers and monitoring service orders to ensure timely resolutions and high customer satisfaction. Your ability to communicate effectively and provide follow-up will be essential in ensuring that users are satisfied with the services provided. The position requires you to keep accurate records of service calls and work orders using the "Service Desk Plus" software. You will participate in in-service training programs and attend staff meetings as required. Additionally, you will need to stay informed about internal operations, current technologies, upgrades, patches, releases, and all change controls to provide the best support possible. Flexibility in working hours, including evening shifts and weekends, may be required to meet the needs of the organization.

Responsibilities

• Provide technical support via phone to internal end users on various computer issues related to software applications, interfaces, data transmission, and reports.
• Receive, track, monitor, review, input, record, and maintain information such as name, address/location, and equipment to be repaired or serviced.
• Ensure information accuracy and timely responses from technicians.
• Prepare work orders and distribute them to appropriate resources or technicians.
• Schedule service calls and dispatch technicians as needed.
• Relay messages and special instructions to resources or technicians and/or other departments.
• Launch immediate response teams (IRTs) as needed and lead IRT calls until resolution.
• Call or write to customers to ensure satisfactory performance of service and perform follow-up procedures.
• Keep accurate records of service calls and work orders using "Service Desk Plus" software.
• Participate in in-service training programs and attend staff meetings as required.

Requirements

• Demonstrated proficiency in troubleshooting Microsoft Windows OS (all versions).
• Proficiency in troubleshooting Microsoft Office applications (all versions) including Word, Excel, and Outlook.
• Ability to troubleshoot and diagnose first-level network connectivity issues.
• Ability to carry out tasks requiring accuracy, analyze and evaluate situations, and document actions.
• Exceptional customer service skills and ability to work effectively in a team-oriented environment.
• Ability to work independently and methodically with speed and accuracy under minimal supervision.
• Must pass Manager's review of "Service Desk Plus" software ticket completion to successfully complete the introductory period.
• High School diploma or equivalent required.
• 2-3 years of support experience related to software, hardware, network, and/or telecom.

Nice-to-haves

• CompTIA A+ certification desired but not required.
• Call center experience preferred.
• Experience supporting the EPIC electronic medical records application.