Help Desk Technician

Help Desk Technician

- Outstanding Communication Skills

- Willing to be onsite 5 days a week

- Hiring due to increased level of tickets

- B.S. degree, highly desired (not required)

- Certifications a big plus (A , MCTS)

Experience Required

- 4 years of Helpdesk (or Desktop) support experience

- Windows OS and Office Suite

- TCP/IP

- DNS

- Ticketing System(s)

Position Summary:

• The Helpdesk Technician position is responsible for providing first level support for all IT support requests, which includes hardware and software troubleshooting as well as recording, tracking, and following up on the status of each IT support ticket.
• This position is on a 24x7 OnCall rotation schedule.
• The Helpdesk Technician position will handle confidential information, as well as, create and keep various department/operations reports/records.
• The Helpdesk Technician will also work in the field with frontline staff to identify and troubleshoot network connectivity issues, and partner with our DSA hospitals, Coroner offices and Transplant Centers.
• Duties & Responsibilities:
• Provides first level helpdesk/desktop support, maintaining a high degree of customer service.
• Reviews all IT support tickets, tracks their process, and update all relevant information.
• Maintains department SLA’s for all IT tickets, including response time and resolution time.
• Takes ownership and is proactive when dealing with user issues.
• Identifies and escalates situations requiring urgent attention.
• Responsible for imaging, setup, configuration and issuance of laptops and workstations.
• Troubleshoots Smartphones.
• Provides technical support for special projects and initiatives.
• Provides remote IT support, including over the phone and traveling to remote offices.
• Troubleshoots printers and copiers.
• Assists with meeting setups in conference rooms as needed.
• Assists with software/hardware upgrades.
• Replaces and upgrades outdated hardware.
• Provides support to company executives.
• Maintains and updates IT documentation, including inventory, knowledgebase, etc.
• Documents resolutions for future reference.
• Implements hotfixes, patches, and updates as necessary.
• Researches new technologies and/or processes necessary to improve IT support and efficiencies.
• Manages all user accounts including 3rd party applications.
• Participates in On Call rotation schedule.
• Participates in remote office visits.

Other Responsibilities

• Cross trains with team members to serve as overflow and/or absentee backup.
• Identifies hardware and software standards for company use. Determines “best practice” policies for the standards.
• Identifies appropriate software to run performance analysis. Works with team members to set processes based on analysis.
• Performs all duties and responsibilities in compliance with policies and procedures, safety guidelines, and regulations as outlined in the Code of Federal Regulations, and other applicable federal, state and local laws.
• Performs quality control practices as defined by the policies and procedures.
• Works with existing software and/or identify new software/technologies to run various reports to improve efficiencies and identify trends. (i.e. AD audits, security audits, performance reports, etc.).
• Supports the organization’s Standards of Professional Conduct as outlined in the policies and procedures, and the mission, vision and values.
• Assists team members working various technical projects acting as a project manager, ensuring the project gets completed in a timely manner.
• Reports to work on time; must contact primary manager(s) if running late or not able to report to work.
• Performs advanced IT troubleshooting (i.e. WAN connectivity, server outages, etc.), with little supervision, exercising confidentiality, independent discretion and judgment.
• Maintains confidentiality of all information, including information related to all donors, clients, vendors, processors, physicians, ME/Coroner offices, and data for all departments and at all levels.
• Accepts deliveries, alerts recipients, and/or routes the deliveries to the appropriate person/area.
• Initiates calls for all department equipment repairs and/or service call; including but not limited to office photocopiers, fax machines, postage meter machines and other equipment as necessary.
• Displays a consistent, professional degree of communication skills in person, on the phone, by email, and letters to internal and external communications.
• Sets up presentation equipment for all onsite/offsite meeting requests.
• Attends annual hazard communication and control safety training sessions for Cal-OSHA, contract processors, and all other training programs as required or determined by the management of IT.
• Follows the rules regarding personal attire outline in the Policy & Procedure.
• Performs other duties and projects as assigned.

Skills and Abilities:

• A certification or equivalent certification preferred (certified in hardware/software troubleshooting).
• Knowledge of Microsoft based desktop environment, including Windows 7/8, and Microsoft Office Suite.
• Understanding of network concepts and technologies, including TCP/IP and DNS. Ability to prioritize and manage multiple issues or tasks simultaneously.
• Understands network concepts and technologies, including TCP/IP and DNS
• Ability to be productive and flexible with work interruptions.
• Ability to comfortably working with people at all organizational levels.
• Great communication skills; written and oral.
• Must have legible handwriting and good telephone etiquette.
• Interpersonal skills, including the ability to create a positive impression and to deal courteously with all levels of management, staff, hospital personnel, vendors, and the general public through telephone, written and in person communications is essential.
• Ability to perform word processing, and utilize spreadsheets, databases, and graphics programs on a personal computer at a high level.
• Ability to prepare and edit complex documents.
• Ability to prioritize and bring projects and tasks to completion in a timely manner.
• Ability to assume responsibility without direct supervision, exercise initiative and judgment, and make decisions within the scope of assigned authority.
• Must be creative, enthusiastic and have the ability to multi task and switch gears effectively.
• Strong organizational, detail and time management skills with high attention to detail being aware of the sense of urgency, essential.
• Capable of handling of high volume of phone calls, emails, and/or IT support tickets
• Ability to work in fast paced environment
• Ability to type a minimum of 40 wpm. 20. Knowledge of IT/IS terminology.
• Ability to lift office supplies and equipment weighing up to 50 pounds.
• Ability to sit for prolonged periods of time while performing tasks.
• Ability to maintain confidentiality of all information.
• Flexibility and willingness to learn new tasks.
• Ability to multi-task in order to assist department team with tasks.

Travel:

The Helpdesk Technician is occasionally required to travel by personal auto or by air to meeting sites and other locations.

Work Hours:

Performs a forty-hour workweek as determined by assigned shift, and overtime hours as required. Assigned days and/or shift can be changed according to staffing needs. Must be available evenings, holidays, and weekends as required. Required to be in 24/7 OnCall rotation schedule to provide IT Support to the organization.

Job Qualifications and Requirements:

Education:

Bachelor’s degree (BS) in related field from an accredited four-year college or university preferred.

Experience:

At least four (4) years related experience required and /or training or equivalent combination of education or experience.

Skills:

Proficient knowledge in Windows XP/7/8, MS Office Suite including Word, Excel and PowerPoint.

Advanced hardware and software troubleshooting.

Require minimum typing speed of 40 wpm.

Certification A and Microsoft Certifications (MCTS – current version of Windows Desktop OS and Microsoft Office) preferred.

License: requires employees to maintain a current California driver’s license and current vehicle insurance based on California minimum insurance coverage standards.

Requirement: Employee must be able to pass a local government agency (coroner’s office) background check.

Equipment: Working knowledge of personal computer, fax machine, telephone system, cell phone, photocopier, and mobile devices. Reliable automotive transportation required.