Information Technology (I.T.) Service Desk Specialist

United Health Centers; Fresno (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking healthcare organization as an I.T. Service Desk Specialist, where you will provide essential tier 1 support to a diverse range of users, including clinic employees and physicians. This role is pivotal in ensuring that all service requests are documented and addressed efficiently, enhancing the operational capabilities of the IT Department. You will thrive in a dynamic environment, engaging with users to resolve issues, while also benefiting from a comprehensive benefits package that includes medical, dental, and vision insurance, paid time off, and a 401k plan with matching contributions. If you have a passion for technology and customer service, this is the opportunity for you!

Benefits

Medical insurance

Dental insurance

Vision insurance

Paid time off

Paid holidays

401k plan with matching contribution

Educational Assistance

Employee discounts

Qualifications

• Minimum 1 year in a support or customer service role.
• Information Technology certifications preferred.

Responsibilities

• Provides first line interface with users seeking IT support.
• Records and tracks incidents and complaints.
• Attempts to resolve simple issues or escalates as needed.

Skills

Microsoft Office

Effective presentation skills

Verbal communication skills

Written communication skills

Problem-solving skills

Customer service

Education

Associate degree or equivalent

Tools

ITSM systems

Job description

Overview

We are recruiting for an I.T. Service Desk Specialist to join the team at our Corporate site in Fresno, CA.

This position reports to the Director of Information Technology and is accountable for tier 1 support to clinic employees, administration employees, physicians, and affiliates that use services provided by the IT Department. This position ensures all service requests are documented in the department's Information Technology Service Management (ITSM) systems.

Responsibilities

Summary of Responsibilities:

• Provides effective first line interface with users seeking IT support.
• Receives calls for support, records and tracks incidents and complaints, keeping customers advised on request status and progress.
• Makes initial assessment of requests, attempts to resolve simple issues or escalates to the appropriate service support staff.
• Other duties and projects as assigned.

Qualifications

EDUCATION:

• Associate degree or equivalent preferred.

LICENSE/CERTIFICATION:

• Information Technology certifications preferred.
• Valid driver's license.

PRIOR EXPERIENCE:

• Minimum 1 year of experience in a support or customer service role.

SKILLS:

• Experience with Microsoft Office Productivity Applications such as Word, Excel, PowerPoint, and Outlook.
• Effective presentation skills.
• Excellent verbal and written communication skills.
• Flexibility and dependability.
• Demonstrated good problem-solving skills and sound judgement.
• Able to handle multiple tasks simultaneously.
• Demonstrated good customer service; patience, attentiveness, emotional intelligence.
• Demonstrated professionalism; self-regulation, accountability, competency.

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 25 pounds and push up to 50 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 patients and staff.
• Must be able to read memos, computer screens, and administrative documents.
• Must have high manual dexterity.
• Must be able to reach above shoulder level to work, must be able to bend, squat, sit, stand, stoop, crouch, reach, kneel, twist/turn.
• Must be able to sit between 5-7 hours daily.
• Must possess close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus with glasses if needed.
• Must be able to work indoors and outdoors.
• Must be able to operate a motor vehicle to and from various sites.

The pay range for this non-exempt position starts at $23.10 an hour, dependent on knowledge, skills, and experience.

In addition, our comprehensive benefits package for regular status employees includes:

• Medical, Dental, and Vision insurance with low premium cost.
• Paid time off and paid holidays.
• 401k plan with matching contribution.
• Educational Assistance.
• Employee discounts and more!