Help Desk Technician II - FT - Nights - Information Services and Telecom

El Camino Health • Mountain View, CA

370d • $74,464 - $111,696

About The Position

The Help Desk Technician II at El Camino Health is responsible for providing first-line support in a high-availability healthcare environment. This role involves diagnosing and troubleshooting customer requests and issues via phone and email, ensuring timely resolution or escalation of problems. The technician will manage user accounts in Active Directory, produce statistical reports on customer experience, and interact daily with various IT personnel and customers to maintain operational efficiency.

Requirements

• Two years relevant Help Desk experience in Information Technology within healthcare or other 24/7 high-availability environment.
• Strong communication and customer service skills.
• Interpersonal skills necessary to train non-technical users on computer systems and applications.
• Ability to diagnose, troubleshoot, and resolve technical issues.
• Knowledge of relevant call tracking and ticket management applications.
• Understanding of client/server computing and basic networking topology.
• Working knowledge of Microsoft Windows, Word, Excel, and Outlook.

Nice To Haves

• Successful completion of additional related certification such as MCP, Help Desk Institute CSR, Help Desk Institute SCA.

Responsibilities

• Field, diagnose, and troubleshoot incoming customer requests and issues via phone and email.
• Provide first-line support services for technical problems including connectivity, access, and software application functions.
• Ensure timely completion of requests and resolution of problems or escalate as necessary.
• Provide ticket status updates to management and customers.
• Follow documented operating procedures and customer service guidelines for Help Desk support.
• Produce regular statistical reports around customer experience metrics.
• Manage user accounts in Active Directory, including adds, changes, and deletions.
• Conduct regular audits and create reports to ensure user account databases are current.

Benefits

• Competitive hourly wage ranging from $35.80 to $53.70.
• Reasonable accommodations for individuals with disabilities.

What This Job Offers

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