Help Desk Technician

4 weeks ago

Mountain View, United States El Camino Health Full time
El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care. Come join the team that makes this happen.

Applicants MUST apply for position(s) by submitting a separate application for each individual job posting number they are interested in being considered for.

FTE
1

Scheduled Bi-Weekly Hours
80

Work Shift
Day: 8 hours

Job Description

The Help Desk Technician II is a member of the Help Desk Group within Technical Services. Responsible for fielding, diagnosing, and troubleshooting incoming customer requests and issues via the phone and e-mail within a 24x7x365 high-availability healthcare environment. Provides first line support services to both local and offsite customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions. Provides timely completion of requests and resolution of problems or escalation of those that cannot be handled directly to appropriate technical personnel. Provides ticket status updates to management and customers. Follows documented operating procedures and customer services guidelines for Help Desk support. Produces regular statistical reports around customer experience with metrics around incoming call volumes, tickets, first call resolution, and turnaround. Responsible for user account management in Active Directory and within applications, including adds, changes, and deletions in accordance with defined policies and procedures. Conducts regular audits and creates reports for review to ensure user account databases are kept current with all required information and appropriate access. Must have strong communication and customer service skills to successfully work with a wide variety of customers to identify, troubleshoot, and resolve problems. Daily interaction with customers, Applications Analysts, Technicians, Engineers, and other members of Information Technology on the day-to-day operations of the environment. The Help Desk Technician may be required to work a variety of shifts including weekends, and holidays as scheduled.

Qualifications:

Two years relevant Help Desk experience in Information Technology within healthcare or other 24/7 high-availability environment

Strong communication and customer service skills.

Interpersonal skills necessary to train non-technical users on computer systems and applications

Strong ability to diagnose, troubleshoot, and resolve technical issues.

Demonstrated ability to acquire technical knowledge dynamically and quickly.

Ability to respond positively in stressful situations to difficult customers.

Knowledge of relevant call tracking and ticket management applications.

Knowledge of customer service practices. Understanding of client/server computing.

Understanding of basic networking topology.

Working knowledge of fundamental operations of relevant software applications, hardware, and other equipment.

Well versed in using and supporting Microsoft Windows, Word, Excel, and Outlook.

Must demonstrate excellent written/verbal interpersonal communication and problem solving skills.

Ability to build organizational partnerships with others, and be able to negotiate and build consensus.

Ability to manage own time and schedule own tasks.

Must take the initiative to work efficiently without constant supervision and direction.

Demonstrated resourcefulness, initiative, and analytical abilities.

Must be able to work varied shifts and/or additional hours.

Ability to read, write, hear, and verbally communicate in English to the degree required to perform the job.

Preferred Qualifications:

Successful completion of additional related certification such as MCP, Help Desk Institute CSR, Help Desk Institute SCA, etc.

License/Certification/Registration Requirements:

Successful completion of CompTIA A+, CompTIA Network+, or other comparable certification.

Salary Range:
$34.41 - $51.62 USD Hourly

The Physical Requirements and Working Conditions of this job are available. El Camino Health will provide reasonable accommodations to qualified individuals with a disability if that will allow them to perform the essential functions of a job unless doing so creates an undue hardship for the hospital, or causes a direct threat to these individuals or others in the workplace which cannot be eliminated by reasonable accommodation.

Sedentary Work - Duties performed mostly while sitting; walking and standing at times. Occasionally lift or carry up to 10 lbs. Uses hands and fingers. - (Physical Requirements-United States of America)

An Equal Opportunity Employer:
El Camino Health seeks and values a diverse workforce. The organization is an equal opportunity employer and makes employment decisions on the basis of qualifications and competencies. El Camino Health prohibits discrimination in employment based on race, ancestry, national origin, color, sex, sexual orientation, gender identity, religion, disability, marital status, age, medical condition or any other status protected by law. In addition to state and federal law, El Camino Health also follows all applicable fair and equitable employment policies from the County of Santa Clara.

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