Help Desk Technician II

5 days ago


Mountain View, California, United States El Camino Hospital Full time
Job Title: Help Desk Technician II

El Camino Health is committed to delivering exceptional patient care and experience. We are seeking a highly skilled Help Desk Technician II to join our Technical Services team.

Job Summary:

The Help Desk Technician II will provide first-line technical support to our customers, resolving issues and answering questions in a timely and professional manner. This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment.

Key Responsibilities:
  • Field, diagnose, and troubleshoot customer requests and issues via phone and email
  • Provide timely completion of requests and resolution of problems or escalation to appropriate technical personnel
  • Manage user account databases, including adds, changes, and deletions in accordance with defined policies and procedures
  • Conduct regular audits and create reports to ensure user account databases are current and accurate
  • Develop and maintain strong relationships with customers, Applications Analysts, Technicians, Engineers, and other members of Information Technology
Requirements:
  • Two years of 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
  • Ability to diagnose, troubleshoot, and resolve technical issues
  • Knowledge of relevant call tracking and ticket management applications
  • Knowledge of customer service practices
Preferred Qualifications:
  • Successful completion of additional related certification such as MCP, Help Desk Institute CSR, Help Desk Institute SCA, etc.
  • CompTIA A+, CompTIA Network+, or other comparable certification
Physical Requirements:

Sedentary work with occasional walking and standing. Occasionally lift or carry up to 10 lbs. Uses hands and fingers.

El Camino Health is an Equal Opportunity Employer:

We seek and value 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.



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