IT Support Technician

Santa Rosa Community Health; Santa Rosa (CA); On-site; USD 33,000 - 40,000; Full time

Job summary

Santa Rosa Community Health is seeking an experienced IT Help Desk Technician to support and troubleshoot day-to-day technology issues for SRCH employees. The role involves on-site interactions with healthcare professionals, plus phone and remote support as needed, to improve the IT experience and maintain reliable computer systems.

The ideal candidate has strong customer service, solid troubleshooting skills, and the ability to work independently and as part of a team.

Qualifications

• Associates degree or IT certifications, or equivalent experience.
• Two+ years of desktop support in a Windows environment.
• Healthcare experience is a plus.
• Experience with Windows 10/11 and Office 365.
• Experience with Active Directory is preferred.

Responsibilities

• Set up and configure workstations and peripherals.
• Provide on-site and phone-based support to users.
• Diagnose and resolve hardware and software issues.
• Create and maintain documentation of repairs and maintenance.
• Escalate high-priority issues to management when needed.

Skills

Customer service

Troubleshooting

Communication

Time management

Team collaboration

Problem solving

IT knowledge

Education

Associates degree or IT certifications

Job description

Job Summary

We are seeking an experienced IT Help Desk Technician to support and troubleshoot day-to-day technology issues of our SRCH employees, including but not limited to desktop applications, custom applications, and computer hardware. The ideal candidate will have excellent customer service skills as well as great troubleshooting abilities and attention to detail. The goal is to build and maintain updated and efficient computer systems and networks to optimize the role of technology in meeting the mission of Santa Rosa Community Health. This role will include on site, face-to-face interactions with healthcare professionals as we work to improve their IT experience, as well as phone-based customer service and troubleshooting.

Pay Range: $24.04 - $29.25/hour DOE

Specific Tasks/Duties Include:

• Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
• Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality.
• Install and configure appropriate software and functions according to specifications.
• Provide orientation and guidance to users on how to operate new software and computer equipment.
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
• Set up/remove user accounts on systems (network, email, phone, security, etc.)
• Work with vendors to help resolve technical issues.
• Track and update IT inventory.
• Provide detailed documentation of repairs and fixes and of maintenance schedule.
• Deliver excellent customer service both in person and by answering phone calls.
• Work with management and technical resources to **escalate** high priority issues as they emerge.
• Perform miscellaneous related duties and other duties as assigned.

Qualifications

Minimum Qualifications

Education:

• Associates degree, IT certifications, or equivalent experience

Other:

• Valid California driver's license, proof of insurability, and reliable transportation to travel between clinic locations as required

Experience:

• Two plus years of previous desktop support in a Windows environment preferred
• Healthcare experience a plus
• Experience using Windows 10, Windows 11 and Office 365 a plus
• Experience with Active Directory preferred

Knowledge and Skills:

• Excellent diagnostic and problem-solving skills
• Excellent communication ability
• Strong customer service
• Outstanding organizational and time-management skills
• Ability to work collaboratively and independently on assigned duties
• Ability to multi-task and prioritize assignments
• In depth understanding of diverse computer systems and networks

SRCH is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

Physical Requirements

• Use standard office equipment and access, input, and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.
• Communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population.
• Give and follow verbal and written instructions with attention to detail and accuracy.
• Perform complex mental functions and basic arithmetic functions; interpret complex laws, regulations, and policies; collect, interpret, and/or analyze complex data and information.
• Vision: see details of objects at close range.
• Coordinate multiple tasks simultaneously.
• Reach forward, up, down, and to the side.
• Frequently bend, stoop, kneel, crouch, and crawl to install, inspect, troubleshoot, and repair computer, network, telecommunications, and other technology equipment.
• Work in confined or restricted spaces, including under desks, in wiring closets, server rooms, and other areas with limited access.
• Reach above shoulder level and below waist level to access cables, equipment, and infrastructure components.
• Lift, carry, push, and pull equipment and supplies weighing up to 50 pounds.
• Move through multiple clinic locations and stand, walk, or sit for extended periods of time.
• Use ladders or step stools safely when accessing equipment mounted above ground level.
• Maintain the physical agility and dexterity necessary to connect, disconnect, and organize cables and equipment in tight spaces.
• Sit or stand for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day.

SRCH provides reasonable accommodation for individuals with a physical or mental disability to apply for jobs and to perform the essential functions of their jobs unless it would cause an undue hardship.