Temp IT User Support Specialist

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

Temp IT User Support Specialist

Salary Range: $67,863 - $101,795
The expected pay range is based on many factors, such as experience, education, and the market. The range is subject to change.

Temporary Position

FLSA Status:Non-Exempt
Department:Information Technology
Reports To:Director, Infrastructure and Support

GENERAL DESCRIPTION OF POSITION

The IT User Support Specialist is an integral team member who is responsible for providing daily, first level, on-site and remote user support and maintenance of the computer desktop environment by documenting, analyzing and resolving reported technical problems, including upgrades, new user installations and maintenance and administration of video conferencing equipment, printers and peripheral devices. In addition, the IT User Support Specialist is responsible for assisting with software installation, desktop testing, asset and software licensing management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

1. Monitor the Help Desk ticketing system, respond timely to technical user problems and document repairs/services
2. Provide daily, first-level support and maintenance of the computer desktop environment to users by analyzing and resolving reported technical problems.
3. Perform desktop and laptop maintenance, support, upgrades including installing, configuring and maintaining hardware and peripheral components, internal and external software applications, and operating systems.
4. Perform testing to verify security and system updates to ensure quality of performance.
5. Maintain and repair video conferencing equipment and printers individually or through the use of appropriate vendors.
6. Maintain inventory of desktop and laptop computers, peripheral components and software licenses.z
7. Assist/train users on the use of Microsoft Office including Outlook, Microsoft SharePoint, network shares, and printing.
8. Conduct annual review of windows/application/firmware updates and system health and apply updates on company-owned portable devices.
9. Create desktop, step-by-step procedures for day-to-day processes; review and update annually or as required to ensure they accurately reflect security and network changes.
10. Identify issues, trends, and opportunities to improve efficiency and/or quality, or to better assist users and report relevant information and recommendations to management.
11. Perform other related duties as required or assigned.

REQUIREMENTS - Required (R) Desired (D)

The requirements listed below are representative of the knowledge, skill, and/or ability required or desired.

1. Associate's Degree in Computer Science, or related field, or equivalent training/experience. (R)
2. Microsoft Professional Certification.(D)
3. Minimum two years of experience in a computer operations environment providing helpdesk support and administration. (R)
4. Knowledge of Windows applications, including Adobe Acrobat, WinZip, GoToMyPC, GoToMeeting, Java, Internet Explorer, Firefox,Mozilla, FTP (File Transfer Protocol) and SFTP (Secure File Transfer Protocol). (D)
5. Knowledge of Active Directory authentication, Domain Naming Server (DNS), and Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCPIP) and Group Policy. (D)
6. Ability to provide outstanding customer service timely and on a consistent basis. (R)
7. Ability to identify, research and resolve issues in a timely manner. (R)
8. Ability to create, maintain, and update documentation pertaining to desktop support processes. (R)
9. Working knowledge of and the ability to efficiently operate all applicable computer software including computer applications such as Outlook, Word, Excel, and PowerPoint. (R)
10. Working knowledge of Project, Visio, Access and Microsoft SharePoint. (D)
11. Ability to use a keyboard with moderate speed and a high level of accuracy. (R)
12. Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP users and outside entities over the telephone, in person or in writing. (R)
13. Ability to work and think effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)
14. Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position. (R)
15. Maintain confidentiality of all HIPAA and SCFHP information and data. (R)
16. Ability to comply with SCFHP's policies and procedures. (R)
17. Ability to perform the job safely with respect to others, to property, and to individual safety. (R)

WORKING CONDITIONS

Duties are primarily performed in an office environment while sitting or standing at a desk. Incumbents are subject to frequent contact with and interruptions by co-workers, supervisors, and plan members or providers in person, by telephone, and by work-related electronic communications.

PHYSICAL REQUIREMENTS

Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation:

1. Mobility Requirements: regular bending at the waist, and reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)
2. Lifting Requirements: regularly lift and carry files, notebooks, and office supplies that may weigh up to 25 pounds; (R)
3. Visual Requirements: ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R)
4. Dexterity Requirements: regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard); writing (note-taking); ability to operate a computer keyboard and other office equipment (R)
5. Hearing/Talking Requirements: ability to hear normal speech, hear and talk to exchange information in person and on telephone;(R)
6. Reasoning Requirements: ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail. (R)

ENVIRONMENTAL CONDITIONS

General office conditions. May be exposed to moderate noise levels.

EOE