Helpdesk Support

Join Us in Transforming Lives Every Day

At OneLegacy, every moment counts. As the nation's largest organ, eye, and tissue recovery organization, we are dedicated to saving lives and sharing hope. Guided by our values of integrity, compassion, stewardship, diversity and inclusion, urgency, innovation and excellence, and collaboration, our team works tirelessly to honor every gift of donation. This is more than a job; it’s an opportunity to make a profound impact on countless lives.

Job Type: Full-time; Non-Exempt

Work Hours: Shifts are 8 hours; 8am-5:30pm. 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.

Work Setting: In-person

Work Location: Azusa, CA. Corporate Offices, however, will be required travel to Bakersfield, Redlands, Orange, and other facilities as needed.

Travel: Some travel; Required to travel by personal auto or company auto

Summary of Functions:

The Helpdesk Technician I 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 I 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.

Duties and Responsibilities:

Helpdesk Support

1. Provides first level helpdesk/desktop support, maintaining a high degree of customer service.

2. Reviews all IT support tickets, tracks their process, and updates all relevant information including resolutions that are descriptive for future reference.

3. Maintains department SLA’s for all IT tickets, including response time and resolution time.

4. Takes ownership and is proactive when dealing with user issues.

5. Identifies and escalates situations requiring urgent attention.

6. Troubleshoots Smartphones.

7. Provides remote IT support, including over the phone and traveling to remote offices.

8. Troubleshoots printers and copiers.

9. Assists with meeting setups in conference rooms as needed.

10. Assists with software/hardware upgrades.

11. Maintains and updates IT documentation, including inventory, knowledgebase, etc.

12. Manages all user accounts including 3rd party applications.

13. Participates in on call rotation schedule.

14. Participates in remote office visits.

15. Manage IT Asset Inventory.

16. Responsible for imaging, setup, configuration, and issuance of laptops and workstations.

17. Replaces and upgrades outdated hardware.

Other Responsibilities:

1. Collaborates and trains with team members to serve as overflow and/or absentee backup.

2. Performs all duties and responsibilities in compliance with OneLegacy ppolicies and procedures, safety guidelines, and regulations as outlined in the Code of Federal Regulations, and other applicable federal, state, and local laws.

3. Performs quality control practices as defined by the policies and procedures.

4. Supports the organization’s Standards of Professional Conduct as outlined in the OneLegacy policies and procedures, and the mission, vision, and values.

5. Reports to work on time; must contact primary manager(s) if running late or not able to report to work.

6. Maintains confidentiality of all information, including information related to all donors, clients, vendors, processors, physicians, ME/ Coroner offices, and OneLegacy data for all departments and at all levels.

7. Accepts deliveries, alerts recipients, and/or routes the deliveries to the appropriate person/area.

8. Initiates calls for all department equipment repairs and/or service call; including but not limited to office photocopiers, postage meter machines, and other equipment as necessary.

9. Displays a consistent, professional degree of communication skills in person, on the phone, by e-mail, and letters to internal and external communications.

10. Attends annual hazard communication and control safety training sessions for Cal-OSHA, contract processors, and all other training programs required or determined by the management of IT.

11. Follows the rules regarding personal attire outline in the OneLegacy Policy and Procedure.

12. Performs other duties and projects as assigned.

Secondary Job Functions:

(Although the following job functions have been identified as “secondary”, any employee capable of performing the “secondary” job functions is expected to do so.)

1.Supports the mission of OneLegacy and serving its Donor Families.

2.Maintains a neat and organized workstation and environment.

3.Attends all department meetings as required and participates on committees as needed.

4.Maintains professional growth and development through continuing education and in-service meetings.

5.Ensures compliance with local and state fire and safety codes.

Skills and Abilities:

1. A certification or equivalent certification preferred (certified in hardware/software troubleshooting).

2. Knowledge of Microsoft based desktop environment, including Windows 10/11, and Microsoft Office Suite.

3. Understanding of network concepts and technologies, including TCP/IP and DNS.

4. Ability to prioritize and manage multiple issues or tasks simultaneously.

5. Ability to be productive and flexible with work interruptions.

6. Ability to comfortably working with people at all organizational levels.

7. Great communication skills; written and oral.

8. Must have legible handwriting and good telephone etiquette.

9. 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.

10. Ability to perform word processing, and utilize spreadsheets, databases, and graphics programs on a personal computer at a high level.

11. Ability to prepare and edit complex documents.

12. Ability to prioritize and bring projects and tasks to completion in a timely manner.

13. Ability to assume responsibility without direct supervision, exercise initiative and judgment, and make decisions within the scope of assigned authority.

14. Must be creative, enthusiastic and have the ability to multitask and switch gears effectively.

15. Strong organizational, detail and time management skills with high attention to detail being aware of the sense of urgency, essential.

16. Capable of handling of high volume of phone calls, emails, and/or IT support tickets

17. Ability to work in fast paced environment.

18. Ability to type a minimum of 40 wpm.

19. Ability to lift office supplies and equipment weighing up to 50 pounds.

20. Ability to sit for prolonged periods of time while performing tasks.

21. Flexibility and willingness to learn new tasks.

Job Qualifications and Requirements:

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

Experience: At least one (1) year related experience required and /or training or equivalent combination of education or experience.

Skills: Proficient knowledge in Windows 10/11, 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.

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.