Information Technology Support Specialist

Overview

Supports the mission of People’s Community Clinic by managing the immediate computer hardware and software needs of employees in a manner that minimizes down time and maximizes customer satisfaction.

The starting pay rate for this position is between $21 - $26 hourly.

Responsibilities

• Provide first level support by responding to verbal or written communications, which includes phone, in person, email, chat or via ticking system.
• Documents clearly and concisely all incidents in ticketing system for tracking purposes.
• Identifies trends, recommends and assists with a resolution to prevent reoccurrence.
• Properly escalates unresolved service tickets to the next level of support in a timely manner.
• Utilizes vendor customer support and solution database to research, troubleshoot, and resolve end-user issues.
• Sets user profile permissions based on role and resets end-user passwords by confirming identity.
• Follow up with staff, provide feedback and see issues through to resolution.
• Daily reviews, updates, and closes service tickets based on SLA’s defined in P&P.
• Utilizes excellent customer service skills.
• Identify training opportunities for staff on software systems.
• Meets or exceeds service level standards for response time and quality and customer satisfaction.
• Provides support after hours/weekends as the organization needs evolve.
• Perform periodic checks of hardware and software to ensure that they are updated and functioning properly.
• Assists and maintains inventory for PCC hardware (Computers, Printers, Scanners, Projectors, etc.)
• Assists and maintains inventory for PCC approved software installed on staff computers.
• Prioritize service requests and coordinate with appropriate staff to troubleshoot and resolve issues.
• Assists Information Technology Specialist Lead with imaging process for PCC staff computer systems.
• Input and manage tickets through our PSA (Professional Services Automation) system.
• Adhere to HIPAA Privacy & Security guidelines.

Qualifications

Education:

• High School Diploma/GED
• Associate degree from an accredited college or university with major coursework in a related field preferred.

Experience:

• Two years’ experience working in a related field including customer service responsibilities
• Two years’ experience working in an ambulatory healthcare setting preferred
• Two years’ experience in Desktop support
• Experience with computerized dispatch system
• Nonprofit experience preferred
• Confirmed problem-solving abilities

Knowledge, Skills, and Abilities:

• Excellent written and oral communication skills;
• Effective time management and organizational skills;
• Exemplary customer service skills
• Skill in meeting and communications management.
• Ability to multi-task and prioritize in a fast paced environment
• Strong problem solving and conflict resolution skills
• Self-driven and highly motivated with a positive mental attitude.
• Strong goal orientation and highly customer focused.
• High achiever with a strong ability to build rapport with our employees
• Strong computer skills, including Microsoft Office experience
• Knowledge of general computer hardware and software operation and basic troubleshooting techniques.

Certificate/License:

• Must receive software certifications (defined by PCC) within one year of hire
• CompTIA A+
• MCP

Our Benefits Include:

• 18 PTO days per year & 11 paid holidays
• Major Medical Health Insurance Coverage. Most employees experience $0 in out-of-pocket medical expenses.
• Dental & Vision
• Flexible Spending Accounts
• Employer paid Life Insurance
• Employer paid Short-Term and Long-Term Disability
• Annual Training
• 403(b) with 5% employer matching

People’s Community Clinic is committed to equal employment opportunity regardless of race, color, national origin, religion, gender, sexual orientation, age, language, disability, pregnancy, gender identity or sex stereotyping.