IT Support Technician

US-CA-Hayward
Job ID
2017-1110
HAYWARD -FSS
Category
Information Technology
Type
Regular Full-Time

Overview

Tiburcio Vasquez Health Center, Inc. is a non-profit community health center that is dedicated to promoting the health and well-being of our community by providing accessible, high quality care by integrating primary care, dental care, WIC support, mental health counseling, community health education and more.

 

As a member of the IT Department, the IT Support Technician performs tasks to provide support and ensure reliability and functionality of desktop PCs, laptops, printers and other equipment on the TVHC Local Area Network(s). The position also assists in the proper use and access to various software products in compliance with all IT policy requirements. This client centered role works to assure a positive user experience throughout the IT ticketing process, from submission to resolution, while tracking urgency of requests according to priority of the issue(s). The position also serves as a liaison to other IT services, escalating user concerns to the appropriate level as needed to bring problem to full resolution. This position involves phone-based help desk support as well as onsite hands-on desktop support for incident and request tickets.

 

This full-time;benefited position working 40 hours per week, typically Monday through Friday (may include periodic Saturday hours). The ideal candidate has excellent customer service skills working with diverse populations. Previous medical office work experience is a plus. We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous paid leave benefits including holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

 

Responsibilities

  • Performs phone based Level 1 IT support, troubleshooting, incoming tickets’ triage and assignment.
  • Utilizes TVHC IT ticketing system to field, monitor and track user IT incidents and requests according to urgency and organizational impact. Enters notes and updates into the IT ticketing system to keep information up-to-date and inform users on the status of their request(s).
  • Conducts initial assessment of IT issues to determine priority, and best possible approach to quickly and effectively resolve user concerns.
  • Provides telephonic, email, web and in-person consultation and/or guidance to all end user staff to facilitate timely turnaround on requests. Informs users on steps needed to resolve their specific IT issue in a manner that is friendly, non-threatening, and easy-to-understand.
  • Troubleshoot and repair computer hardware and software, including printing, installation, software support, electronic mail, and operating systems.
  • Manage the setup and installation of hardware systems including workstations, laptops, printers, and VOIP phones.
  • Required to travel between work sites according to established work priorities, to provide on-site support and for software rollouts. May be responsible for transporting desktop computers, peripherals and other equipment from site-to-site as part of general IT support duties.
  • Escalates user requests to appropriate contact within IT or cross-departmentally, and ensures follow-through until issue resolution is achieved.
  • Maintains and updates the IT Knowledgebase and basic end user IT training documents.
  • Working from a team-based approach, coordinates all efforts in support of organizational goals associated with improvement in the efficiency and usability of IT systems.
  • Provides tracking and reporting on IT issues by category/type, cost-center, and department as specified by IT Director. May be asked to provide recommendations on improvements to hardware/software systems.
  • Assists in the research and procurement of new hardware/software based on best practices and industry standards according to data type (e.g. healthcare, behavioral, administrative, financial, etc.)
  • Attends meetings and trainings as assigned by IT Director and may be called to present on designated topics to small workgroups.
  • May be required to stand in awkward positions, sit or squat for extended period(s), reach and lift up to 50 lbs. according to the needs of the job. Must exercise caution and mindfulness while working with technical equipment, ensuring personal safety first.
  • Up to 50% of travel may be needed between TVHC locations. A California drivers license and personal vehicle is needed.
  • Answers and addresses incoming customer support requests courteously and expeditiously.
  • Responsible for the inventory of computers, software, licenses and warranties.
  • Assists in the administration of user accounts, email accounts, distribution lists, folders and network access.
  • Perform onsite desktop or installation setups.
  • Maintain confidentiality regarding privileged proprietary, administrative, technical and clinical information according to HIPAA and quality of care standards; ensure system security to meet data confidentiality requirements.
  • Ability to meet or exceed Service Excellence Standards of TVHC, Inc.
  • Other duties as assigned.

Qualifications

Job Requirements:

  • Proven interpersonal communication skills; ability to communicate clearly in order to facilitate the understanding of issues involving technical matters to persons not well-versed in technology and information systems.
  • Excellent written and verbal communication skills required.  
  • Demonstrated ability to work effectively as part of a team, in collaborative settings required. 
  • Demonstrated ability to initiate and complete work without direct supervision. Requires ability to work effectively under pressure.

Job Preferences:

  • Associates degree in a field related to Information Systems or Technology preferred. Relevant work experience in IT technical support and clinical support functions will also be considered in lieu of a degree.
  • A minimum of 3 years of experience providing IT technical support in a corporate setting is required. 5 years of experience is preferred.

General Skills Required: 

  • An understanding of TVHC technical environment is required, including but not limited to desktop/laptop/thin-clients, RDP, Phones, and Printing, Email and Active Directory.
  • Advanced knowledge of general computing, MS Office suite, and basic networking understanding is required. Any prior Healthcare applications knowledge is a plus.

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