Help Desk Technician I

Camarena Health • Madera, CA

9d

About The Position

The Help Desk Technician I works within the IT Department and under the supervision of the I.T. Manager. This position provides end-user support for all IT hardware and software applications in person or remotely via RDP, phone, or email. Ensure all issues reported by the end-users are resolved properly and timely. Works closely with other IT personnel to resolve end-user problem tickets.

Requirements

• 1-3 years of experience in the IT field or in a related area.
• A+ or other similar certifications
• Familiarity with IT networking technology and terminology
• Help Desk team member
• Demonstrates knowledge of commonly-used concepts, practices, and procedures within Information Technology field.
• Possesses good working knowledge of Microsoft Windows, Office, Email, Internet, and TCP/IP.
• Possesses good working knowledge of workstations, laptops, servers, PDAs, printers, scanners, telephone devices, and other IT hardware.
• Requires excellent customer service skills.
• Requires good written and oral communication skills.
• Ensures the safety, integrity, and security of the network and all the data, including Protected Health Information, found on that network.
• Use of professionalism and best efforts in your position.
• Strong knowledge of: Data processing methods and procedures; computer software systems, Equipment and software characteristics of various computer systems and a general understanding of system features and their integration capabilities, Ability to maintain and troubleshoot networking and telecommunications equipment, connections, and software
• Proven skills in: Effective written skills; solid grasp of English grammar and writing techniques, Effective oral skills; communicates effectively, listening attentively without interrupting; questions to clarify; conveys technical information in understandable terms, Interpersonal relationship building, Telephone and personal courtesy, Customer-service
• Demonstrated ability to: Find and implement appropriate solutions to individual and system problems that mesh with current on-site resources, Relate to all levels of the user community, Be a team player that motivates and educates other team members, Ability to be self-sufficient, Translate technical language to lay audiences, Link and apply complex technologies to business strategies
• Must be able to move up to 40 pounds and push up to 100 pounds (on wheels).
• Must be able to hear staff on the phone and those who are served in-person, and speak clearly in order to communicate information to clients and staff.
• Must be able to read memos, a computer screen, personnel forms and clinical and administrative documents.
• Must have high manual dexterity.
• Must be able to reach above the shoulder level to work, bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn

Nice To Haves

• Experience in a healthcare (service delivery) environment desired
• Familiarity with medical terminology desired

Responsibilities

• Tier 1 support for all helpdesk work orders and phone calls.
• Identify and analyze HW/SW issues and make proper determination of the problem.
• Apply basic troubleshooting techniques to check for problems.
• Perform preventative maintenance and upgrade on HW and SW.
• Train and assist users on best practices of IT hardware and applications usage.
• Enforce adherence to IT security and HIPAA security policies.
• Maintain current knowledge of hardware, operation systems, applications and networking.
• Maintain current knowledge of IT concepts, practices and procedures.
• Document problem and change tickets. Update and close tickets timely.
• Communicate regular status updates to end users and stake holders.
• Develop a working knowledge of all applications within the Camarena Health organization and provides technical assistance.
• Maintains professional and technical knowledge by attending educational workshops, and establishing professional and personal networks.
• Contributes to the team effort by accomplishing related results as needed.
• Ensures help desk tickets are assigned to other IT personnel as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed