Help Desk Specialist

RPMGlobal; Toppenish (WA); Hybrid; USD 46,000 - 56,000; Full time

Benefits offered by this job

Employer-paid health insurance

Profit sharing & 403(b)

Generous PTO & holidays

Job summary

Yakima Valley Farm Workers Clinic in Toppenish, WA is seeking a Help Desk Specialist for a hybrid work arrangement. You will assist employees with technical issues, log tickets, and provide timely resolutions.

The role requires strong communication, basic Windows and Office skills, and the ability to balance multiple requests in a fast-paced setting. We offer comprehensive benefits, 100% employer-paid health insurance, and retirement plan options.

Qualifications

• High School Diploma or GED required.
• Associate’s Degree in Computer Science preferred.
• 1+ year of experience with computers, hardware, software, and customer service.
• Knowledge of hardware, software, peripherals, and troubleshooting techniques.
• Ability to build relationships at all levels of the organization.
• Strong verbal, written, and listening communication skills.
• High attention to detail and accuracy.
• Ability to prioritize tasks in a fast-paced environment.
• Basic proficiency with Outlook, Word, Excel, and PowerPoint.

Responsibilities

• Respond to employee technical inquiries via phone, email, self-service, or in person.
• Log calls with detailed information in the ticketing system and document resolutions.
• Troubleshoot and resolve issues related to computers, software, and hardware; escalate when needed.
• Process requests for software/printer installations, extensions, and access.
• Manage user accounts, password resets, and new/terminated accounts.
• Inform supervisor of high-volume periods and unresolved issues.
• Develop and maintain Help Desk processes and documentation.
• Document common resolutions in knowledge articles to improve service.
• Perform other duties as assigned.

Skills

Customer service

Help desk support

Windows troubleshooting

MS Outlook

MS Word

MS Excel

Communication skills

Attention to detail

Task prioritization

Team collaboration

Education

GED

Associate's degree in CS

Tools

Microsoft Windows

Microsoft Office

Ticketing system

Job description

Join our team as a Help Desk Specialist in a hybrid work environment in Toppenish, WA!

*Exact schedule will be discussed during the interview.

Be part of a healthcare organization that believes in making a difference beyond medical care! We've transformed into a leading community health center in the Pacific Northwest with 40+ clinics across Washington and Oregon. We offer a wide range of services such as medical, dental, pharmacy, orthodontia, nutritional counseling, autism screening, and behavioral health. Our holistic model also extends assistance to shelter, energy, weatherization, HIV and AIDS counseling, home visits, and mobile medical/dental clinics.

We invite you to explore our short clips, "WE are Yakima - WE are Family," and "YVFWC - And then we grew," for a glimpse into our dedication to our communities, health, and families!

Position Highlights:

• 1.0 FTE (40 hours per week)
• $22.35-$27.38/hour DOE with the ability to go higher for highly experienced candidates
• 100% employer-paid health insurance, including medical, dental, vision, Rx, 24/7 telemedicine
• Profit sharing & 403(b) retirement plan available
• Generous PTO, 8 paid holidays, and much more!

What You’ll Do:

• Responds to queries via phone, e-mail, self-service, or in person from employees with technical issues.
• Logs calls into ticket tracking system, providing details including caller name, nature of the issue, diagnostic and troubleshooting steps, and resolution.
• Troubleshoots, diagnoses, and resolves technical issues relating to computer systems, software, and hardware. Escalates any issues that need further troubleshooting and resolution.
• Processes and completes various requests for service such as software and printer installations, phone extension assignments, and applications access.
• Resolves issues and requests related to user accounts, password resets, new account creation, and employee separations.
• Keeps supervisor informed of key items including increase in call volume and unresolved system issues.
• Develops and maintains the Help Desk processes manual and documentation for performing the report review and system balancing procedures.
• Documents common issue resolution, both internal to Information Services (IS) and customer facing, in knowledge articles to improve customer service.
• Performs other duties as assigned.

Qualifications:

• High School Diploma or General Education Diploma (GED).
• Associate’s Degree in Computer Science is preferred.
• One year's working knowledge and experience with computers and related hardware technologies; commonly used desktop software such as Microsoft Windows and Microsoft Office; and customer service.
• Knowledge of hardware, software, peripheral, and telephone troubleshooting techniques.
• Ability to develop effective working relationships at all organizational levels.
• Strong verbal, written, and listening communication skills.
• Strong attention to detail and high level of accuracy.
• Ability to prioritize work and handle a variety of tasks simultaneously in a fast-paced environment.
• Basic proficiency with a variety of computer programs including Microsoft Outlook, Word, Excel and PowerPoint.
• Ability to work flexible hours including evenings and weekends

Our Mission Statement

“Together we transform our communities through compassionate, individualized care, eliminating barriers to health and well-being.”

Our mission celebrates inclusivity. We are committed to equal-opportunity employment.

Visit our website at www.yvfwc.com to learn more about our organization!