SERVICE DESK TECHNICIAN I

AllCare Management Services•Grants Pass, OR

2d•$28 - $33•Onsite

About The Position

This position is responsible for providing professional, timely, and accurate technology support. You will work alongside other Service Desk Technicians and Field Support Technicians to meet the organization’s needs for reliable computers, printers, telephones, SaaS products, and other technology devices while providing outstanding customer service experiences to our clients.

Requirements

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employees or others.
High school diploma or general education degree (GED) required.
One to two years of experience and/or training in a related field.
Valid Oregon Driver’s License and vehicle insurance.
Adept computer skills, including the Microsoft Office Suite (Outlook, Word, PowerPoint, and Excel).
Strong tech skills to service end user equipment to include desktops, laptops, thin clients, printers, and other devices.
Knowledge of operating systems, software deployment solutions, and patch management.
Knowledge of advanced methods for virus prevention and removal.
Proficiency in how to quickly set up new software and ensure it works with each unique device.
Proficiency in technical support, customer support, and problem resolution.
Adept at remote troubleshooting and handling phone calls.
Adept writing, editing, and proofreading skills.
Excellent organization and time-management skills.
Excellent problem-solving skills with attention to detail.
Knowledge of customer service best practices.
Familiarity with the Healthcare industry.
Knowledge of and compliance with HIPAA regulations.
Make decisions independently in accordance with established policies and procedures.
Take initiative and apply sound judgment in completing tasks and responsibilities.
Effectively and professionally communicate with team members and customers.
Self-resolve most conflicts or misunderstandings with minimal need for direct supervision.
Cope and self-manage during stressful situations.
Demonstrate accountability, inspiring trust and confidence from others.
Interact positively with customers to satisfy needs and resolve problems in a pleasant and professional manner.
Work with high initiative, energy and effectiveness in a fast-past environment.
Allocate time effectively to complete tasks within established deadlines.
Collaborate within a multidisciplinary, diverse team to provide professional service.
Prioritize and organize work according to competing timelines.
Adapt to change, learn quickly, and work with ambiguity.
Use creativity and resourcefulness to solve new problems.
Maintain an attentive and empathetic demeanor.
Maintain a high degree of professionalism and confidentiality.
Create a pleasant experience for all customers, such as being personable and attentive.
Meet timelines for goals safely and with high level of quality.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Has advanced skills in working with hardware, software, support, and management of computer systems and can adapt extremely well to newer applications.
Has advanced skills working with programming and networking computer software and systems.
Ability to solve practical problems and work with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move more than 50 pounds.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
The employee is occasionally required to stand; walk and reach with hands and arms.
The noise level in the work environment is usually moderate.
The employee must be able to work onsite for all scheduled shifts.
The employee must be able to travel locally as needed.
The employee is occasionally exposed to work near moving mechanical parts and risk of electrical shock.
Because of exposure to patient records of all types, the highest standard of patient confidentiality and privacy as established by business policy and HIPAA requirements must be maintained.

Nice To Haves

One-year certificate from college or technical school in a related field is preferred; or equivalent combination of education and experience.
Certificates: A+, Network+, ITIL, and other technological certifications are preferred.

Responsibilities

Provides professional and accurate support to AllCare Health staff, vendors, and business partners through service desk tickets, over the telephone, in person, and via remote support tools.
Triages service desk tickets by reviewing and assigning issue priorities, severities, and categories; determines appropriate IT resources while ensuring that response times are within support policy service levels.
Enters and tracks service desk tickets effectively and promptly, provides timely status updates, and documents steps taken and solutions.
Supports external AllCare Health Provider Portal users with account creation and modification along with other technology issues as related to the Provider Portal.
Provides end-user support for computers, printers, telephones, conference equipment, and other technology devices, software, and services.
Repairs or facilitates repair of desktop and laptop computers, printers, telephones, conference equipment, and other AllCare Health IT approved devices.
Performs hardware and software issue diagnosis, root cause troubleshooting, and follows the root cause analysis procedure.
Troubleshoots and resolves Active Directory account access and network or service access issues.
Maintains inventory of AllCare Health IT approved technology devices and supplies and facilitates equipment check-out and check-in; quotes and orders new equipment and supplies as necessary.
Develops and maintains documentation for user-facing and internal-facing processes.
Performs system imaging, configuration, and maintenance on company computer devices.
Performs workstation application updates and patch management.
Assists all IT escalation teams with troubleshooting end-user issues related to network connectivity, DNS, Active Directory, and other internal applications and services.
Works collaboratively with team members, vendors, and business partners to resolve issues; escalates unresolved technical issues, if necessary, to Service Desk Technician II or Supervisor.
Reports any security issues encountered to Supervisor, Director, and CIO.
Travels to remote offices as necessary.
Performs business hours and after-hours technology equipment setup, support, and tear-down for on-site and off-site events.
Dresses in neat and clean business casual attire; AllCare branded polo, collared shirt, V-neck, blouses or other business appropriate clothing that also allows for under desk or networking closet work.
Maintains a professional demeanor through punctual and reliable attendance, collaborative teamwork, and respectful engagement with colleagues and leadership.
Respectfully takes direction from leadership.
Meets all required training including those listed in Relias Learning Module System (LMS).
Performs other duties as assigned.
This position includes participation in a predictable on-call rotation as part of regular job duties.
On-call responsibilities are scheduled in advance and shared equitably among team members to ensure coverage and continuity of service.
On-call time and any work performed during on-call hours will be compensated in accordance with applicable wage and hour laws.
Employees will receive training and support to ensure they are prepared for on-call responsibilities.
On call expectations include: responding to calls, messages, or alerts during assigned on-call periods, providing timely support or escalation for operational issues, service interruptions, or urgent needs, documenting actions taken during on-call shifts and communicating follow-up needs to the team and maintaining readiness to respond during on-call hours, which may include evenings, weekends, or holidays depending on the rotation schedule.