IT Help Desk Specialist

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 506,563 medical, dental, and behavioral health visits from more than 96,867 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.

The Help Desk Technician works under the general supervision of the IT Director/Manager. This position assists internal customers in resolving issues during the first point of contact as well as triaging and promptly prioritizing and escalating open and unresolved incidents following an established escalation procedure. The Help Desk Specialist will perform those roles with consistency and accuracy in a customer-focused, professional manner. The HD Specialist role requires a high level of communication skills via telephone, e-mail, voicemail, chat, and in person support channels. The position requires both troubleshooting and technical skills that allow the tech to provide a high level of internal customer support. Minimal EMR support is also required. This role will participate in IT/IS projects and initiatives.

Responsibilities

• Uphold Neighborhood Healthcare’s Mission, Vision, and Values while supporting the IT Department's Performance Improvement philosophy and promoting personal and patient safety.
• Deliver exceptional customer service through effective interpersonal skills. Monitor, troubleshoot, and resolve first-level network, hardware, and software issues, escalating as needed to analysts, engineers, or other staff.
• Provide professional first-line support for all users, documenting all tickets and ensuring timely, detailed communication throughout the resolution process.
• Create and maintain Knowledge Base items and assist in training new Help Desk staff to ensure high-quality support.
• Perform Help Desk functions, including phone support, escalating calls, updating status lines, and assisting with software installations or re-installations via remote control.
• Follow departmental SLA agreements, work towards first-call resolution, and contribute to achieving team goals for optimal customer support.
• Work independently, providing production support and completing assignments from management and team members.
• Meet team expectations, contributing to achieving common goals and providing support to teammates as needed.
• Analyze, plan, and complete work accurately and on time, while willingly accepting tasks that challenge current skill levels.
• Seek guidance when necessary, knowing when and where to ask for assistance.
• Demonstrate business knowledge, including healthcare operations and IT divisions, while showing interest in the broader picture of healthcare.
• Coach and mentor others in procedures, processes, and technologies, while actively seeking learning and training opportunities to develop new skills.
• Apply learned knowledge to the job and actively participate in team meetings by developing facilitation skills and accepting new responsibilities.
• Foster teamwork by working cooperatively with others across IT, assuming personal accountability for work assignments, and supporting a diverse work environment.
• Communicate clearly and accurately about tasks, using appropriate communication methods, and applying good judgment when selecting communication channels.
• Exhibit strong problem-solving skills, demonstrate professionalism, adapt to change, and deliver excellent customer service with a positive attitude.

Qualifications

Education/Experience

• Associate’s degree (IS/Business or healthcare emphasis) with 1 year of relevant experience (IS/Business or healthcare) required
• Bachelor’s degree (preferably IS/Business or healthcare emphasis) required
• 2 years in healthcare or IS/Business experience required
• Experience in Information Systems (IS) systems/healthcare preferred

Additional Qualifications(Knowledge, Skills and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with IT/IS Systems
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements

• Ability to lift/carry 50lbs/weight
• Ability to stand for long periods of time

Pay range: $27.35-$34.95 per hour, depending on experience

Location: Escondido, CA, US

Posted Date: 11/4/2024