Help Desk Technician I

SUMMARY:

The Help Desk Technician I works within the IT Department and under the supervision of the I.T. Manager. This position provides end-user support for all IT hardware and software applications in person or remotely via RDP, phone, or email. Ensure all issues reported by the end-users are resolved properly and timely. Works closely with other IT personnel to resolve end-user problem tickets.

EXPECTATIONS:

• Arrives on time and adheres to set schedule.

• Demonstrates knowledge of commonly-used concepts, practices, and procedures within Information Technology field.
• Tier 1 support for all helpdesk work orders and phone calls.
• Possesses good working knowledge of Microsoft Windows, Office, Email, Internet, and TCP/IP.
• Possesses good working knowledge of workstations, laptops, servers, PDAs, printers, scanners, telephone devices, and other IT hardware.
• Requires excellent customer service skills.
• Requires good written and oral communication skills.
• Ensures the safety, integrity, and security of the network and all the data, including Protected Health Information, found on that network.
• Use of professionalism and best efforts in your position.

DUTIES and RESPONSIBILITES

1.0 Focus on End User Support

1.1 Identify and analyze HW/SW issues and make proper determination of the problem.

1.2 Apply basic troubleshooting techniques to check for problems.

1.3 Perform preventative maintenance and upgrade on HW and SW.

1.4 Train and assist users on best practices of IT hardware and applications usage.

1.5 Enforce adherence to IT security and HIPAA security policies.

1.6 Maintain current knowledge of hardware, operation systems, applications and networking.

1.7 Maintain current knowledge of IT concepts, practices and procedures.

1.8 Document problem and change tickets. Update and close tickets timely.

1.9 Communicate regular status updates to end users and stake holders.

1.10 Develop a working knowledge of all applications within the Camarena Health organization and provides technical assistance.

2.0 Teamwork

2.1 As a team member of Camarena Health, this position will respect and protect information regarding patients and other team members and abide by the rules of the Camarena Health Confidentiality Statement Protocol.

2.2 This position is responsible for various other work-related duties as assigned by supervisor. These work-related duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

2.3 Maintains professional and technical knowledge by attending educational workshops, and establishing professional and personal networks.

2.4 Contributes to the team effort by accomplishing related results as needed.

2.5 Ensures help desk tickets are assigned to other IT personnel as needed

Minimum Requirements:

Education:

• 1-3 years of experience in the IT field or in a related area.
• A or other similar certifications

Prior Experience:

• Familiarity with IT networking technology and terminology
• Experience in a healthcare (service delivery) environment desired
• Familiarity with medical terminology desired
• Help Desk team member

Skills:

• Strong knowledge of:

§ Data processing methods and procedures; computer software systems

§ Equipment and software characteristics of various computer systems and a general understanding of system features and their integration capabilities

§ Ability to maintain and troubleshoot networking and telecommunications equipment, connections, and software

• Proven skills in:

§ Effective written skills; solid grasp of English grammar and writing techniques

§ Effective oral skills; communicates effectively, listening attentively without interrupting; questions to clarify; conveys technical information in understandable terms

§ Interpersonal relationship building

§ Telephone and personal courtesy

§ Customer-service

• Demonstrated ability to:

§ Find and implement appropriate solutions to individual and system problems that mesh with current on-site resources

§ Relate to all levels of the user community

§ Be a team player that motivates and educates other team members

§ Ability to be self-sufficient

§ Translate technical language to lay audiences

§ Link and apply complex technologies to business strategies

Physical Requirements:

• Must be able to move up to 40 pounds and push up to 100 pounds (on wheels).
• Must be able to hear staff on the phone and those who are served in-person, and speak clearly in order to communicate information to clients and staff.
• Must be able to read memos, a computer screen, personnel forms and clinical and administrative documents.
• Must have high manual dexterity.
• Must be able to reach above the shoulder level to work, bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn