What are the responsibilities and job description for the IT Support Analyst position at Children's Clinic?

Our Mission

The Children's Clinic Family Health (TCC) is guided by our mission "to provide innovative, integrated, quality health care that will contribute to a healthy community, focusing on those in need and working with patients and the community as partners in their overall well-being".

The Company

TCC Family Health was founded in 1939 by a group of physicians and community leaders who recognized the importance of access to health care for all children, particularly those who are from low-income families and who are at risk for health problems. For over 80 years, TCC Family Health has been dedicated to eliminating barriers to care, to improve health and lower health systems cost by expanding cost-effective, meaningful and innovative health care programs.

Position Summary

TCC Family Health is seeking a dedicated and experienced IT Support Specialist II to join our dynamic IT team. If you have a passion for technology and a commitment to providing exceptional technical support, we want to hear from you!

Key Responsibilities :

Project Assistance : Support IT Department in managing IT projects.
Technical Support : Provide second-line technical support to TCC Staff.
Escalation Coordination : Facilitate and coordinate unresolved issues to Tier III support following established processes.
Customer Service : Deliver high-level customer service for all TCC support queries.
Ticket Management : Log and manage all requests in the IT Ticketing system.
Issue Resolution : Respond to staff within 24 hours to resolve hardware and software issues efficiently.
Training & Guidance : Provide necessary training and guidance to users.
Proactive Support : Take ownership of user problems and provide proactive support.
Knowledge Management : Participate and assist in implementing the Knowledge Management Process.
Resource Management : Obtain equipment, tools, and space needed to support internal / external users.
Interdepartmental Relationships : Maintain and enhance cooperative relationships and communications.
Confidentiality & Compliance : Maintain confidentiality and comply with HIPAA and security guidelines.
Meetings & Training : Attend and participate in meetings, committees, and training sessions as directed.
After-Hours Support : Participate in the after-hours support rotation schedule.
Other Duties : Perform other duties as assigned by IT Management.

QUALIFICATIONS

Experience :

Minimum of 3 years of hands-on experience in providing technical support in a Help Desk or IT support environment.

Proven experience in diagnosing and resolving hardware, software, and network issues.

Education :

High School Diploma (Required).

Associate degree or equivalent experience in a related field.

IT certifications or equivalent experience in a related field are preferred.

Knowledge :

Operating Systems : Advanced knowledge of Windows 10 and macOS; familiarity with Windows Server 2012 and newer.

Networking : Proficiency in TCP / IP networking fundamentals, IP addressing, subnetting, DNS, and DHCP.

Hardware & Peripherals : In-depth knowledge of desktop / laptop hardware and peripherals.

Software Applications : Advanced proficiency in Microsoft Office 2016 Suite and Office 365 applications.

IT Security : Basic understanding of IT security principles and best practices.

Active Directory : Hands-on experience with Active Directory management and group policy.

ITIL Framework : Knowledge of ITIL principles and Service Desk processes is advantageous.

Documentation & Reporting : Ability to create and maintain technical documentation and generate performance reports.

Emerging Technologies : Awareness of emerging IT trends and willingness to learn new technologies.

Required Skills :

Professionalism and patience in challenging situations.

Effective management of trouble-ticket and project workloads.

Intermediate proficiency in verbal and written communication.

Strong multitasking and issue prioritization skills.

Intermediate problem-solving abilities.

Self-motivated with the capability to work both independently and collaboratively.

Ability to communicate technical concepts clearly to non-technical individuals.

Excellent interpersonal skills with a collaborative approach.

Strong organizational skills with meticulous attention to documentation.

Proficiency in using IT ticketing systems and maintaining accurate records.

Valid California driver's license with a clean driving record, access to a reliable vehicle, and valid automobile insurance required.

Physical Demands :

Office environment with occasional driving to appointments and other sites.

Occasional climbing, stooping, kneeling, crouching, crawling, reaching, and turning.

Continuous use of corrected vision; good depth perception; wide field of vision and color.

Occasional pushing / pulling up to 100 lbs.; lifting up to 50 lbs. and carrying up to 25 lbs.

Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.

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