Help Desk Specialist

Job Brief

Help Desk SpecialistToppenish, WA

Department:


Information Services (4050)

Employment duration:


Full time

Employee Type:


Regular

Exempt Status:


Non-exempt

FTE:


1.0

Direct Supervisor:


CERVANTES, ALMA, 005790

Join our team as a Help Desk Specialist in a hybrid work environment in Toppenish, WA. The Help Desk Specialist serves as the initial point of contact for internal customers seeking assistance with technical issues related to computer systems, software, and hardware. Performs remote troubleshooting and resolution when possible, and escalates the issue as needed.

This is a hybrid position, with the ability to work remotely part of the time, and requires regular on-site hours in Toppenish, Washington.

Be part of a healthcare organization that believes in making a difference beyond medical care! We've transformed into a leading community health center in the Pacific Northwest with 40+ clinics across Washington and Oregon. We offer a wide range of services such as medical, dental, pharmacy, orthodontia, nutritional counseling, autism screening, and behavioral health. Our holistic model also extends assistance to shelter, energy, weatherization, HIV and AIDS counseling, home visits, and mobile medical/dental clinics.

Position Highlights:

• 1.0 FTE (40 hours per week)
• $22.35-$27.38/hour DOE with the ability to go higher for highly experienced candidates
• 100% employer-paid health insurance, including medical, dental, vision, Rx, 24/7 telemedicine
• Profit sharing & 403(b) retirement plan available
• Generous PTO, 8 paid holidays, and much more!

What You'll Do:

• Responds to queries via phone, e-mail, self-service, or in person from employees with technical issues.
• Logs calls into ticket tracking system, providing details including caller name, nature of the issue, diagnostic and troubleshooting steps, and resolution.
• Troubleshoots, diagnoses, and resolves technical issues relating to computer systems, software, and hardware. Escalates any issues that need further troubleshooting and resolution.
• Processes and completes various requests for service such as software and printer installations, phone extension assignments, and applications access.
• Resolves issues and requests related to user accounts, password resets, new account creation, and employee separations.
• Keeps supervisor informed of key items including increase in call volume and unresolved system issues.
• Develops and maintains the Help Desk processes manual and documentation for performing the report review and system balancing procedures.
• Documents common issue resolution, both internal to Information Services (IS) and customer facing, in knowledge articles to improve customer service.
• Performs other duties as assigned.

Qualifications:

• High School Diploma or General Education Diploma (GED).
• Associate's Degree in Computer Science is preferred.
• One year's working knowledge and experience with computers and related hardware technologies; commonly used desktop software such as Microsoft Windows and Microsoft Office; and customer service.
• Knowledge of hardware, software, peripheral, and telephone troubleshooting techniques.
• Ability to develop effective working relationships at all organizational levels.
• Strong verbal, written, and listening communication skills.
• Strong attention to detail and high level of accuracy.
• Ability to prioritize work and handle a variety of tasks simultaneously in a fast-paced environment.
• Basic proficiency with a variety of computer programs including Microsoft Outlook, Word, Excel and PowerPoint.
• Ability to work flexible hours including evenings and weekends

Our Mission Statement

"Together we transform our communities through compassionate, individualized care, eliminating barriers to health and well-being."

Our mission celebrates inclusivity. We are committed to equal-opportunity employment.

Visit our website at to learn more about our organization!