PC Technician

OMNI FAMILY HEALTH• Fresno, CA, US, CA

23h•$28 - $32

About The Position

The PC Technician performs Level II computer and peripheral-device support under the direction of the Senior Helpdesk Technician. The role resolves hardware and software problems and service requests submitted to the Helpdesk by end users, and assists with operating and implementing enterprise computer systems and peripherals. The technician provides support by telephone and electronically, as well as in person, and may assist Helpdesk staff with phone coverage or provide after-hours support as needed. The position also supports Omni Family Health’s technology environment through equipment installation, configuration, inventory, re-imaging, routine maintenance, documentation, and user instruction. The technician is responsible for timely completion of work orders and helpdesk tickets, adherence to security policies and industry best practices, and compliance with HIPAA and applicable regulations. Employees participate in quality improvement activities and the Patient Centered Health Home Model, and learn and use the Electronic Health Record and Electronic Practice System components applicable to their work.

Requirements

High school diploma or equivalent.
Two years of cumulative full-time experience in a computer helpdesk and/or PC technician role, providing technological support to a variety of end users.
Ability to diagnose and troubleshoot software and hardware problems by telephone and in person.
Ability to use remote logins and manage multiple priorities and tickets at once.
Ability to use knowledge-base information and follow problem-analysis flows to solve problems.
Ability to coordinate and process call-tracking requests and knowledge-base entries.
Ability to assess software-system intricacies for documentation and training purposes.
Ability to instruct users in computer equipment and operating procedures.
Ability to operate a computer and related peripheral equipment.
Effective oral and written communication skills.
Ability to establish and maintain cooperative and effective working relationships.
Knowledge of Helpdesk and PC support principles; personal computer hardware, software, and peripheral equipment; Active Directory and networking fundamentals; customer service principles; and documentation, record-keeping, storage, and retrieval practices.
Ability to apply knowledge of computer hardware and software, provide technical support through a service desk, respond to service requests promptly, troubleshoot and resolve computer-related problems, perform installations, follow written and oral instructions, learn new concepts and technologies, and maintain good customer service and cooperative work relationships.
Proficiency with the Microsoft Office suite.
Valid California driver license.

Nice To Haves

A+ certification or Microsoft Certified Professional (MCP) certification is preferred but not required.

Responsibilities

Provide second-level technical support to internal and external customers for computer hardware, peripherals, and software.
Troubleshoot and identify problems promptly, resolve them, and follow up with users to confirm resolution.
Monitor incoming Helpdesk service requests, service work orders, install and configure computer equipment, escalate urgent issues, refer problems to appropriate staff, and inform the supervisor about recurring problems.
Provide telephone and remedial instruction on standard desktop applications used by Omni Family Health.
Operate and troubleshoot peripheral devices, including printers, scanners, copiers, and audiovisual equipment.
Identify and resolve hardware problems and coordinate warranty replacements with vendors as necessary.
Perform workstation installations, inventory, and re-imaging.
Complete work orders and helpdesk tickets in a timely manner.
Work independently and as part of a team to complete projects and meet timelines.
Create and maintain knowledge-base entries.
Perform routine preventive maintenance on computers and peripheral equipment, including cleaning devices.
Provide hardware support for networked peripherals and mobile devices, including minor repairs, configuration, and replacement of defective peripherals.
Design, write, and produce software-system documentation for training sessions and user reference manuals.
Stay current with system and operating-system information changes and updates.
Comply with OFH security policies and industry best practices; assist Helpdesk staff with phone coverage as required.
Provide after-hours support as needed.
Perform other job-related work as required.
Comply with HIPAA regulations and requirements and treat patient information as confidential.
Ensure compliance with local, state, and federal regulations.
Participate in quality assessment and quality improvement activities and contribute to organizational performance improvement.
Learn and use the Electronic Health Record and Electronic Practice System and applicable components, including NextGen, PMS, and QSI.
Participate in the Patient Centered Health Home Model.
Travel between clinics and the Corporate office as required.