Information Technology Support Specialist I

For more than 55 years, Family Health Centers of San Diego’s (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons.

FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy.

Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women’s care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management.

The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region.

General Job Description

*The Information Technology Support Specialist I provides technical assistance for all computer systems, terminals, printers, network hardware, operating systems; system software; enterprise systems, other devices and systems connected to the agency’s enterprise network. The specialist will, 1) Effectively evaluate and trouble-shoot hardware and software problems and usage problems for staff and to effect repair of those problems; 2) provide training on hardware and software components and the use of computer systems for staff; 3) Install, configure and test new hardware and software; 4) Be the primary customer interface for the Department’s help desk system and will provide accurate logging, status reporting, and solution reporting for problems reported to the help desk. LEVEL 1: Applies basic skills while developing some specialized skills in procedures, operations, techniques, tools, materials, and/or equipment appropriate to area of specialization; performs routine and/or repetitive tasks; limited decision making required; generally works under close supervision; has no or limited experience; work is performed from within specific limits of established procedures and/or defined instructions.

Job Roles

• Evaluates and trouble-shoots personal computer hardware and software, peripheral device, mobile devices and network component problems. Interprets system console messages and other error messages and conditions and initiates corrective action when required.
• Installs, sets up, configures, tests, and operates personal computers, mobile devices, terminals, peripheral devices, and network hardware and software components.
• Is the primary interface for the Department’s help desk and customer support system, providing prompt response to user problems, recording of all trouble calls, maintaining status of problems within the help desk system, and recording solutions to problems and the closing of trouble calls.
• Maintains records required to accurately track all computer equipment and software inventory.
• Performs other duties as assigned.
• Responsible for the operation and maintenance of the Department’s help desk and customer support application system.
• Train users in PC and network applications as required.

Education/Certifications/Licenses/Registrations

• Traveling between sites and other locations is required as an essential function of the job. Must have a car, a valid California driver’s license, and proof of minimum levels of car insurance as required under California law, although limits of $100,000 are recommended. An acceptable driving record is also required. California law requires all drivers to obtain a valid California driver’s license within ten days of establishing residency. Mileage and other reimbursement governed by policy.
• COMPTIA Certification preferred; equivalent, relevant experience can substitute for the certification.
• Experience in Information Technology systems including Microsoft Operating Systems, Microsoft Office and other Microsoft Solution installation, configuration, operation and repair preferred.
• High school diploma or GED equivalent.
• ITIL Certification preferred.
• MCP Certification preferred.
• Or equivalent combination of education and experience that provides the skills, knowledge and ability to perform the essential job duties, and which meets any required state or federal certification requirements.

Experience/Specialized skills (including Language)

• Ability to communicate computer concepts to users of all computer literacy levels, in order to perform training, on a one-on-one basis.
• Basic knowledge of data networking principles, architecture, and applications.
• Basic knowledge of the installation and configuration of network printing resources.
• Basic organizational skills, attention to detail, time-management skills, and strong motivation to meet deadlines and achieve goals.
• Bilingual English/Spanish preferred.
• Familiarity with the operation of Microsoft Solutions based business applications.
• Intermediate interpersonal and customer service skills.
• Intermediate written and verbal communication skills, including ability to communicate effectively with employees who speak English as a second language.
• Knowledge of, and the ability to effectively apply, the concepts of local and wide-area network components and architecture and personal computer systems to the needs of FHCSD and its staff.
• Must be self-sufficient and able to work under minimal direct supervision.
• Specific understanding of and experience with Microsoft Solutions is highly desirable.

Physical Requirements/Working Environment

Bending (neck): OCCASIONALLY (1 - 3 HRS)

Bending (waist): FREQUENTLY (3 - 6 HRS)

Carrying 0 - 10 lbs: FREQUENTLY (3 - 6 HRS)

Carrying 11 - 25 lbs: OCCASIONALLY (1 - 3 HRS)

Carrying 25 - 50 lbs: RARELY (0-1 HRS)

Carrying 51 - 75 lbs: NEVER

Carrying 75 lbs: NEVER

Climbing (ladder): OCCASIONALLY (1 - 3 HRS)

Climbing (stairs): RARELY (0-1 HRS)

Driving: To drive from one clinic or another, or in the community: REGULAR DRIVING (MORE THAN 3 DAYS PER WEEK)

Exposure to blood borne pathogens and biohazards: NO

Exposure risk to aerosol-transmitted diseases-YES

Exposure to dust, gas, fumes, or chemicals: Office supplies.

Fine manipulation: FREQUENTLY (3 - 6 HRS)

Kneeling: FREQUENTLY (3 - 6 HRS)

Lifting 0 - 10 lbs: FREQUENTLY (3 - 6 HRS)

Lifting 11 - 25 lbs: OCCASIONALLY (1 - 3 HRS)

Lifting 25 - 50 lbs: RARELY (0-1 HRS)

Lifting 51 - 75 lbs: NEVER

Lifting over 75 lbs: NEVER

Power Grasping: OCCASIONALLY (1 - 3 HRS)

Pulling 0 - 10 lbs: FREQUENTLY (3 - 6 HRS)

Pulling 11 - 25 lbs: OCCASIONALLY (1 - 3 HRS)

Pulling 25 - 50 lbs: RARELY (0-1 HRS)

Pulling 51 - 75 lbs: NEVER

Pulling over 75 lbs: NEVER

Pushing 0 - 10 lbs: FREQUENTLY (3 - 6 HRS)

Pushing 11 - 25 lbs: OCCASIONALLY (1 - 3 HRS)

Pushing 25 - 50 lbs: RARELY (0-1 HRS)

Pushing 51 - 75 lbs: NEVER

Pushing over 75 lbs: NEVER

Reaching (above shoulder level): FREQUENTLY (3 - 6 HRS)

Reaching (below shoulder level): FREQUENTLY (3 - 6 HRS)

Repetitive use of hand: FREQUENTLY (3 - 6 HRS)

Simple Grasping: FREQUENTLY (3 - 6 HRS)

Sitting: FREQUENTLY (3 - 6 HRS)

Standing: FREQUENTLY (3 - 6 HRS)

Twisting: OCCASIONALLY (1 - 3 HRS)

Use of Personal Protective Equipment: NO

Walking: FREQUENTLY (3 - 6 HRS)

Working around equipment and machinery: Office equipment

Ages of Patients Served: N/A

We are excited to share that the salary range for this position is:

Information on our extensive benefits package can be found here: FHCSD Wellness – Employee Hub (gobenefits.net)

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.