Technical Support Professional

3 weeks ago


Long Beach, California, United States THE CHILDREN'S CLINIC Full time

The Children's Clinic is a dynamic and growing organization committed to providing high-quality healthcare services to children and families. As an IT Support Specialist, you will play a critical role in ensuring the smooth operation of our systems and infrastructure, supporting our staff members in their daily tasks and activities.

Responsibilities:

  1. Collaborate with the IT Department to manage IT projects and ensure timely completion.
  2. Provide second-line technical support to staff members, addressing hardware and software issues efficiently.
  3. Facilitate the escalation of unresolved issues to Tier III support following established processes.
  4. Deliver exceptional customer service to all TCC support queries, resolving issues promptly and professionally.
  5. Log and manage all requests in the IT Ticketing system, maintaining accurate records and ensuring efficient issue resolution.
  6. Respond to staff within 24 hours to resolve hardware and software issues efficiently, minimizing downtime and disruption.
  7. Provide necessary training and guidance to users, empowering them to use technology effectively.
  8. Take ownership of user problems and provide proactive support, anticipating and preventing issues before they arise.
  9. Participate in implementing the Knowledge Management Process, sharing knowledge and best practices across the organization.
  10. Obtain equipment, tools, and space needed to support internal/external users, ensuring seamless access to resources.
  11. Maintain and enhance cooperative relationships and communications with other departments, fostering a collaborative work environment.
  12. Maintain confidentiality and comply with HIPAA and security guidelines, upholding the highest standards of data protection.
  13. Attend and participate in meetings, committees, and training sessions as directed, staying informed and updated on industry trends and best practices.
  14. Participate in the after-hours support rotation schedule, providing coverage during evenings and weekends.

Requirements:

  • Experience: Minimum of 3 years of hands-on experience in providing technical support in a Help Desk or IT support environment.
  • Proven Experience: Proven experience in diagnosing and resolving hardware, software, and network issues, demonstrating expertise and problem-solving skills.

Estimated Salary: $75,000 - $95,000 per year, based on industry standards and location.



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