IT Help Desk Analyst I (dublin / pleasanton / livermore)
5568 Gibraltar Dr, Pleasanton, CA 94588, USA
Company Description:
Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.
Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring access to essential healthcare services for every member of our community, irrespective of financial status, living situation, or insurance coverage.
Job Summary:
The role of an IT Help Desk Analyst I is to serve as the primary point of contact for all IT-related inquiries, responsible for analyzing, diagnosing, and managing escalations while resolving technical and user issues in a service-driven environment. This role requires quick comprehension and the ability to work independently. The analyst must efficiently manage time and tasks, resolving issues and handling requests both remotely and over the phone. The position demands flexibility in addressing various user skill levels and explaining solutions in a non-technical manner. Strong patience and excellent customer service skills are essential. Additionally, the role involves assisting end users with in-person support when remote solutions are not feasible, including travel to remote sites within a 15-mile radius.
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Qualifications:
• High School Diploma or equivalent required. Associate degree in Information Technology or completion of a technical IT training program or related field is preferred.
• Basic knowledge of computer hardware, Windows Operating System, and common applications such as Microsoft Office and Email Clients, and the ability to learn and use Axis departmental systems.
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Excellent business communication skills, with the ability to explain technical information in an easily understandable manner.
• Ability to prioritize tasks and handle multiple requests simultaneously and must be able to adjust priorities quickly as circumstances dictate.
• Customer-oriented mindset with a focus on providing excellent user experience.
• Basic knowledge of networking concepts and protocols.
• Experience with help desk software or ticketing systems is a plus.
• Experience with alpha/numerical filing.
• Excellent time management skills.
• Ability to work efficiently and effectively, even under pressure.
• Ability to lift and carry up to 30 lbs. and move all components of PC workstations, servers, network equipment, peripherals, and other ancillary equipment.
• Must possess a valid and current driver’s license with reliable transportation, a clean driving record and automobile insurance is required.
• Strong analytical, employee relations, and interpersonal skills.
• Excellent writing, editing, and proofreading skills.
• Ability to interact effectively and in a supportive manner with persons of all backgrounds.
• Proactive, self-motivated and able to work independently as well as on a team with the ability to exercise sound independent judgment.
• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
• Proactive, self-motivated and able to work independently in a fast-paced environment as well as on a team with the ability to exercise sound independent judgment.
• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
• Ability to establish and maintain positive and professional working relationships.
• Must be able to be at work regularly and on time.
• Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.
• A can-do attitude with attention to detail.
• Ability to type a minimum of 35 WPM with minimal errors.
• Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems.
• Must be able to use office equipment (i.e. copier, fax, etc.).
Essential Duties/Responsibilities:
• Serve as a first point of contact and as a tier 1 help desk technical support, application support, and incident response liaison.
• Accountable for evaluating and testing new technologies prior to deployment to ensure the help desk analyst meet performance, security, and compatibility standards.
• Assigned for endpoint preparation and management to ensure seamless device integration, reduce security risks, enhance the overall productivity of employees, and aligned with the Axis company standards, enabling employees to perform their work efficiently and safely.
• Ensure compliance with privacy and security requirements by safeguarding sensitive data, enforcing access controls, and adhering to Axis Informational Technology (IT) security policies and procedures.
• Assist in identifying and reporting potential security risks or breaches, and support end users in following best practices for data protection and secure system usage.
• Create end user and IT internal documentation as needed.
• End user training of new technologies as needed.
• Collaborate with the Informational Services (IS) department and Informational Technology (IT) teams to facilitate workflow enhancements as required.
• Responsible for optimizing new technologies after deployment.
• Provide remote support and resolve issues over the phone or through remote desktop tools. Document all support activities and resolutions in the help desk ticketing system.
• Drive to other sites and locations as needed to perform job duties or support organizational operations.
• Participate in staff meetings, and attend other meetings and training events as assigned.
• May be required to perform other related duties, responsibilities, and special projects as assigned.
Benefits:
• Employer paid health, dental, and vision benefits to the employee.
• Option to participate in a 403(B) retirement plan with employer matching contribution.
• Partial educational reimbursement.
• 12 paid holidays.
• Accrued paid time off with each pay period.
• Employee discount programs.
• Colleague Referral Bonus Program.
Connect with Axis:
Company Page: https://www.axishealth.org
Facebook: https://www.facebook.com/axiscommunityhealth
LinkedIn: https://www.linkedin.com/company/axis-community-health
Annual Gratitude Report: https://issuu.com/axiscommunityhealth/docs/gratitudereport2024
Physical Demands and Working Conditions:
Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.
Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers and other occasional travel will be required.
Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods.
Sensory: Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and be understood. Must be able to see clearly and have the ability to judge distances and spatial relationships to see objects where and as they actually are.
Cognitive: Must be able to analyze the information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.
Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises.
Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity.
Key Search Words: IT Help Desk Analyst, IT Support Specialist, Technical Support Analyst, Service Desk Technician, Desktop Support Specialist, IT Support Technician, End-User Support Analyst, Teams, Epic, Microsoft, Okta, Zendesk, #LI-Onsite
$25-30
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