IT Clinic Support Specialist II — Rapid IT Help Desk

Sonrava Health; Santa Ana (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Sonrava Health is seeking an IT Clinic Support Specialist 2 to join our IT team and handle user issues with a focus on resolving problems on the initial contact. You will work collaboratively to maintain knowledge of hardware and software used across the company and ensure accurate data recording.

Responsibilities include handling calls and emails, escalating when needed, updating call tracking, and contributing to the knowledge base while supporting special projects under the Tech Support

Qualifications

• Bachelor's Degree in an IS field preferred with 1 year of related experience.
• Associate's Degree with additional related experience may substitute for Bachelor's.
• Basic Network Troubleshooting skills.
• Excellent phone communication and problem solving skills.
• Must be available to work rotating shifts (M-F 6am-8pm, Sat 6am-4:30pm, Sun 7am-4:30pm).

Responsibilities

• Field trouble and information request calls and emails from users.
• Resolve problems on initial call or escalate as needed to second level support.
• Enter caller information into the call tracking database.
• Provide status to users and IT personnel on progress of resolution.
• Place and track service calls to vendors and document progress/resolution.
• Review outstanding problem list by severity to ensure addressing.
• Identify trends by reviewing call tracking information.
• Document new issues and contribute to knowledgebase.
• Complete special projects as assigned by Tech Support Supervisor.

Skills

Basic network troubleshooting

Phone communication

Problem solving

Rotating shifts availability

Education

Bachelor's degree in IS related field

Associates degree with experience substitute

Job description

Sonrava Health is seeking an IT Clinic Support Specialist 2 to join our IT team and handle user issues with a focus on resolving problems on the initial contact. You will work collaboratively to maintain knowledge of hardware and software used across the company and ensure accurate data recording.

Responsibilities include handling calls and emails, escalating when needed, updating call tracking, and contributing to the knowledge base while supporting special projects under the Tech Support