IT User Support Specialist — On/Remote Helpdesk

Santa Clara Family Health Plan; San Jose (CA); Hybrid; USD 68,000 - 102,000; Full time

Job summary

Santa Clara Family Health Plan is seeking a Temp IT User Support Specialist to provide daily first-level support for desktop environments, on-site and remote, including upgrades and peripheral devices. The role also handles software installation, testing, and documentation.

The position requires an Associate's Degree or equivalent experience, 2+ years in helpdesk, and strong customer service and communication skills. Microsoft tools knowledge and HIPAA confidentiality are important.

Qualifications

• Associate's Degree in Computer Science or related field, or equivalent training/experience.
• Microsoft Professional Certification.
• Minimum two years of experience in a computer operations environment providing helpdesk support and administration.
• Knowledge of Windows applications including Acrobat, WinZip, GoToMyPC, GoToMeeting, Java, IE, Firefox, FTP/SFTP.
• Knowledge of Active Directory, DNS, DHCP, TCP/IP and Group Policy.
• Ability to provide outstanding customer service timely and on a consistent basis.
• Ability to identify, research and resolve issues promptly.
• Documentation of desktop support processes.
• Working knowledge of Outlook, Word, Excel, PowerPoint.
• Working knowledge of Project, Visio, Access and SharePoint.
• Keyboard proficiency and fast typing.
• Excellent communication skills with users and outside entities.

Responsibilities

• Monitor the Help Desk system and document repairs and services.
• Provide first-level on-site and remote desktop support.
• Maintain and upgrade hardware, software and peripherals.
• Test security and system updates for quality performance.
• Maintain video conferencing equipment and printers.
• Maintain inventory of computers, peripherals and licenses.
• Train users on Microsoft Office apps and SharePoint.
• Review and update updates across devices and firmware.
• Create and update day-to-day procedures for security changes.
• Identify issues and report improvements to management.
• Perform other related duties as required.

Skills

Customer service

Communication

Problem solving

Documentation

Time management

Attention to detail

Confidentiality

Education

Associate's Degree in CS or related field

Microsoft Certification

Tools

GoToMeeting

GoToMyPC

Adobe Acrobat

Active Directory

DNS

DHCP

TCP/IP

Group Policy

Outlook

SharePoint

Windows OS

Office Suite

Visio

Project

Job description

Santa Clara Family Health Plan is seeking a Temp IT User Support Specialist to provide daily first-level support for desktop environments, on-site and remote, including upgrades and peripheral devices. The role also handles software installation, testing, and documentation.

The position requires an Associate's Degree or equivalent experience, 2+ years in helpdesk, and strong customer service and communication skills. Microsoft tools knowledge and HIPAA confidentiality are important.