Helpdesk Analyst/Technician

Planned Parenthood of Orange and San Bernardino Counties•Anaheim, CA

4d•Onsite

About The Position

Planned Parenthood of Orange and San Bernardino Counties (PPOSBC) is hiring a full-time Helpdesk Analyst/Technician in Anaheim, California. The role provides first-line application and technical support to clinical staff and other internal users, helping ensure the delivery of quality patient care. The analyst diagnoses and resolves a range of user problems, provides professional customer service, documents incidents and solutions, and escalates complex issues when appropriate. The position supports deployed applications, desktop and virtual-machine environments, Windows computers, account access, mobile devices, networks, telephones, and other IT equipment. It also involves remote support, workstation setup and deployment, software and hardware upgrades, documentation of common problems and solutions, and travel to health center sites. The role requires participation in weekend shift rotation and availability to work flexible hours, including weekends. The role supports PPOSBC services, including services related to abortion care, which the organization identifies as an essential responsibility of all employees. The posted pay range is $25.00 to $35.32 per hour.

Requirements

Diploma or high school education with technical training.
One to two years of troubleshooting experience involving hardware or software customer service or application support.
Strong customer service background and commitment to quality healthcare.
Excellent written and verbal communication skills; ability to interpret issues and requests with a positive, professional, welcoming demeanor.
Analytical thinking skills, including the ability to break down problems systematically and identify relationships between their component parts.
Ability to handle varied tasks simultaneously and work under pressure in a fast-paced environment with changing priorities.
Mature judgment, initiative, critical thinking, accuracy, and attention to detail.
Ability to relate to diverse communities and interact with people in varied roles to understand needs and provide excellent customer service.
Ability to train staff in basic troubleshooting techniques.
Ability to meet deadlines, maintain confidentiality, and exercise good judgment.
Ability to work independently with minimal supervision, take initiative, accept direction, and work effectively in a team-oriented environment.
Ability to learn quickly and understand technical information.
High-level computer skills, including Microsoft Word, Excel, and Outlook.
Availability to work flexible hours, including weekends, and participate in weekend shift rotation.
Willingness to travel to other sites and locations; if using a personal vehicle for this travel, a valid California driver’s license and current auto insurance meeting California vehicle-code minimum requirements are required.
Support of the organization’s critical services, including abortion-related services, is an essential job duty and responsibility of all employees.

Nice To Haves

Computer Information Systems coursework.
Understanding of Windows operating systems.
Experience with PC technology and VoIP phones.
Relevant experience in a healthcare environment.
Electronic medical records experience may be required.

Responsibilities

Perform first-level diagnosis and troubleshooting for end users and customers.
Receive calls and inquiries, provide support according to established processes, and document incidents and remedies.
Escalate complex incidents to second-level support personnel when appropriate.
Support remote users with tools such as Microsoft SCCM and LogMeIn.
Provide application support across deployed agency software; investigate and resolve application issues, data discrepancies, and functionality concerns.
Monitor application support requests and keep users informed of their progress.
Provide technical desktop and virtual-machine support.
Image, deploy, and manage Windows 10, Microsoft Office, and required client applications.
Use the JIRA help desk ticketing system to track, manage, and resolve requests.
Update the Confluence knowledge base with standard operating procedures covering common problems and solutions.
Configure and troubleshoot desktop and web email clients, mobile email on iOS and Android, web browsers, and eClinicalWorks.
Manage Windows Active Directory and supporting applications to provide account-access support.
Troubleshoot basic network and server-access problems for end users.
Troubleshoot WAN/LAN, WLAN, firewall, and VPN issues when possible from the help desk.
Set up new phones in Cisco Call Manager.
Support PC hardware, printers, scanners, peripherals, and iOS and Android mobile devices.
Support client PC connectivity, including Ethernet, TCP/IP, and VPN.
Install, test, and configure workstations, peripheral equipment, and software.
Set up and deploy PCs for new employees using standard hardware, images, and software.
Perform timely workstation hardware and software upgrades as required.
Use file-server knowledge to troubleshoot issues.
Support audio and video equipment in conference rooms.
Participate in shift rotation to provide weekend coverage for health centers.
Conduct weekly site visits to health centers to service IT equipment.
Perform other duties as assigned.