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Essential Job Duties:
Provides excellent customer service at all times to internal and external customers and users.
Works with our Support team as appropriate to determine and resolve IT issues within the organization.
Interact with numerous computer platforms in a multi-layered client server environment.
Ensure desktop computers interconnect seamlessly with diverse systems including associated terminal servers, file servers, email servers, application servers, and administrative systems.
Interfaces with multiple departments. Establishes effective business relationships with all levels of management and staff.
Instructs end-users on the use of personal computer hardware and software and the use of the business system software.
Additional responsibilities assigned as necessary
Troubleshooting and resolution will include software, hardware and communications issues related to a variety of workstation applications, including Microsoft Office. You may also be asked to perform new assignments as delegated by the Team lead, Supervisor, Service Desk Manager or Program Manager.
Provide support to our end-users by maintaining, troubleshooting and repairing computer systems, hardware, and computer peripherals.
Provide prompt technical support to program staff and volunteers on staff, responding to user questions received by telephone, email and in person.
Maintain working knowledge of the company system.
Work with supervisor and program staff to identify and implement program and indicator updates.
Experience working with multi-tiered ticket handling/resolution systems desired
Ability to display tact and good judgment in dealing with varying situations
Good communication and interpersonal skills
Provide telephone, face-to-face and online support to customers
Connect users to networks and provide initial training in facilities and applications
Ability to communicate technical information to nontechnical personnel.
Provision and maintain phones and users in VoIP system
Manage and monitor internal assets to ensure accurate inventory records
Configure and relocates computer equipment as required.
Must be able to work independently and in a group setting
Education and Qualifications:
Must be Bi-Lingual - English/Spanish
A+/ Net+ Certification and/or equivalent progressive experience in IT, preferably in a healthcare facility with a federally funded health center doing business in California.
MCP or any Microsoft certification
Experience with Outlook 2007 and 2010 Required.
Experience in customer service support in a Call Center environment
Analytical techniques to diagnose user problems and offer corrective actions.
Ability to communicate effectively in order to solve problems reported by end-users.
Experience working in a IT services company a plus