SERVICE DESK TECHNICIAN I

Service Desk Technician I at AllCare Health with the IT Department in Grants Pass, Oregon


We Are Seeking Qualified Candidates to Join Our Team!

AllCare Health offers competitive wages, an excellent benefits package including affordable healthcare, 401k retirement, wellness programs, and flexible schedule options.

Summary

This position is responsible for providing professional, timely, and accurate technology support. You will work alongside other Service Desk Technicians and Field Support Technicians to meet the organization's needs for reliable computers, printers, telephones, SaaS products, and other technology devices while providing outstanding customer service experiences to our clients.

Essential Duties

1. Provides professional and accurate support to AllCare Health staff, vendors, and business partners through service desk tickets, over the telephone, in person, and via remote support tools.
2. Triages service desk tickets by reviewing and assigning issue priorities, severities, and categories; determines appropriate IT resources while ensuring that response times are within support policy service levels.
3. Enters and tracks service desk tickets effectively and promptly, provides timely status updates, and documents steps taken and solutions.
4. Supports external AllCare Health Provider Portal users with account creation and modification along with other technology issues as related to the Provider Portal.

Job Duties

• Provides end-user support for computers, printers, telephones, conference equipment, and other technology devices, software, and services.
• Repairs or facilitates repair of desktop and laptop computers, printers, telephones, conference equipment, and other AllCare Health IT approved devices.
• Performs hardware and software issue diagnosis, root cause troubleshooting, and follows the root cause analysis procedure.
• Troubleshoots and resolves Active Directory account access and network or service access issues.
• Maintains inventory of AllCare Health IT approved technology devices and supplies and facilitates equipment check-out and check-in; quotes and orders new equipment and supplies as necessary.
• Develops and maintains documentation for user-facing and internal-facing processes.
• Performs system imaging, configuration, and maintenance on company computer devices.
• Performs workstation application updates and patch management.
• Assists all IT escalation teams with troubleshooting end-user issues related to network connectivity, DNS, Active Directory, and other internal applications and services.
• Works collaboratively with team members, vendors, and business partners to resolve issues; escalates unresolved technical issues, if necessary, to Service Desk Technician II or Supervisor.
• Reports any security issues encountered to Supervisor, Director, and CIO.
• Travels to remote offices as necessary.
• Performs business hours and after-hours technology equipment setup, support, and tear-down for on-site and off-site events.
• Dresses in neat and clean business casual attire; AllCare branded polo, collared shirt, V-neck, blouses or other business appropriate clothing that also allows for under desk or networking closet work.
• Maintains a professional demeanor through punctual and reliable attendance, collaborative teamwork, and respectful engagement with colleagues and leadership.
• Respectfully takes direction from leadership.
• Meets all required training including those listed in Relias Learning Module System (LMS).
• Performs other duties as assigned.

On Call Responsibilities

This position includes participation in a predictable on-call rotation as part of regular job duties.

On-call responsibilities are scheduled in advance and shared equitably among team members to ensure coverage and continuity of service. On-call time and any work performed during on-call hours will be compensated in accordance with applicable wage and hour laws. Employees will receive training and support to ensure they are prepared for on-call responsibilities.

On call expectations include: responding to calls, messages, or alerts during assigned on-call periods, providing timely support or escalation for operational issues, service interruptions, or urgent needs, documenting actions taken during on-call shifts and communicating follow-up needs to the team and maintaining readiness to respond during on-call hours, which may include evenings, weekends, or holidays depending on the rotation schedule.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Job Requirements

• May require the use of personal vehicle for local travel (subject to mileage reimbursement).
• May require the use of a personal cell phone (cell phone stipend applicable).

Qualifications

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employees or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Education

High school diploma or general education degree (GED) required. One-year certificate from college or technical school in a related field is preferred; or equivalent combination of education and experience.

Experience

One to two years of experience and/or training in a related field.

Certificates, Licenses, and/or Registrations

• Valid Oregon Driver's License and vehicle insurance.
• Certificates: A+, Network+, ITIL, and other technological certifications are preferred.

Technical Skills

• Adept computer skills, including the Microsoft Office Suite (Outlook, Word, PowerPoint, and Excel).
• Strong tech skills to service end user equipment to include desktops, laptops, thin clients, printers, and other devices.
• Knowledge of operating systems, software deployment solutions, and patch management.
• Knowledge of advanced methods for virus prevention and removal.
• Proficiency in how to quickly set up new software and ensure it works with each unique device.
• Proficiency in technical support, customer support, and problem resolution.
• Adept at remote troubleshooting and handling phone calls.
• Adept writing, editing, and proofreading skills.
• Excellent organization and time-management skills.
• Excellent problem-solving skills with attention to detail.
• Knowledge of customer service best practices.
• Familiarity with the Healthcare industry.
• Knowledge of and compliance with HIPAA regulations.

Interpersonal Skills

• Make decisions independently in accordance with established policies and procedures.
• Take initiative and apply sound judgment in completing tasks and responsibilities.
• Effectively and professionally communicate with team members and customers.
• Self-resolve most conflicts or misunderstandings with minimal need for direct supervision.
• Cope and self-manage during stressful situations.
• Demonstrate accountability, inspiring trust and confidence from others.
• Interact positively with customers to satisfy needs and resolve problems in a pleasant and professional manner.
• Work with high initiative, energy and effectiveness in a fast-past environment.
• Allocate time effectively to complete tasks within established deadlines.
• Collaborate within a multidisciplinary, diverse team to provide professional service.
• Prioritize and organize work according to competing timelines.
• Adapt to change, learn quickly, and work with ambiguity.
• Use creativity and resourcefulness to solve new problems.
• Maintain an attentive and empathetic demeanor.
• Maintain a high degree of professionalism and confidentiality.
• Create a pleasant experience for all customers, such as being personable and attentive.
• Meet timelines for goals safely and with high level of quality.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Computer Skills

This is typically for an information technology position where the entire focus of the position is on computers or the networks on which computers communicate. Has advanced skills in working with hardware, software, support, and management of computer systems and can adapt extremely well to newer applications. Has advanced skills working with programming and networking computer software and systems.

Reasoning Ability

Ability to solve practical problems and work with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move more than 50 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The noise level in the work environment is usually moderate.

• The employee must be able to work onsite for all scheduled shifts.
• The employee must be able to travel locally as needed.
• The employee is occasionally exposed to work near moving mechanical parts and risk of electrical shock.
• Because of exposure to patient records of all types, the highest standard of patient confidentiality and privacy as established by business policy and HIPAA requirements must be maintained.

Company Overview

AllCare Health Website:

AllCare Health is incorporated as an Oregon Benefit Corporation and has earned the coveted Certified B Corp® status since 2017. As such, AllCare Health considers its impact on community, society, and the environment in all business decisions. We have long recognized the value in social, economic, and environmental concerns of our employees, customers, and community members. (Learn more about B Corps at

AllCare Health headquarters are located in Grants Pass in Southern Oregon on the Rogue River, surrounded by mountains, forests, small farms, and breathtaking views. This thriving and energetic community is ideal for families and outdoor enthusiasts, with a temperate Pacific Northwest climate. We enjoy easy access to outdoor sports and recreation, river rafting, fishing, hiking, biking, wineries, outdoor concerts, the world-famous Ashland Shakespeare Festival, the stunning Oregon coast, magnificent redwood forests, pristine beaches, and much more.

The AllCare Health family of businesses is guided by our corporate principles:

Purpose | Working together with our communities to improve the health and well-being of everyone.

Values | Trust, Innovation, Relationships, and Voice.

Vision | Thriving, Inclusive, and Equitable communities.

Brand Promise | Changing Healthcare to Work for You.

AllCare Health is dedicated to building a diverse and authentic workplace centered in belonging and serving our growing community. If you are excited about this open position but your experience does not align perfectly with every qualification in this post, we encourage you to apply anyway or reach out to our human resources department. You may just be the right candidate for this role or others.


If you need accommodations, help in the application process, or wish to receive this job announcement in an alternative format, please call View phone number on click.appcast.io and ask for Human Resources.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.

Monday-Friday 10:00AM-7:00PM with a 1 hour unpaid lunch and two 15 minute unpaid breaks
40 Hours