IT Support Specialist I

Description

The IT Support Specialist I provides technical assistance to computer system users. Answers questions or resolves computer problems for users in person, via telephone or from remote location, and provides assistance concerning the use of computer hardware and software, including printing, word processing, electronic mail, synchronization, office and mobile phones, and other hospice software programs.

The position also provides service desk support to employees and other authorized users of The Elizabeth Hospice information technology environment; resolves incidents and completes service requests involving workstations, peripherals, corporate applications, hardware, access, and related technology; supports employee onboarding and offboarding, including hardware, account and access requirements, and software license management; maintains hardware asset management and lifecycle processes; provides service management and hardware lifecycle reporting; documents recurring IT procedures and workflows through standard operating procedures (SOPs) and work instructions; and participates in on-call support and other IT activities as assigned.

The Elizabeth Hospice is San Diego's oldest non-profit hospice of 45 years. We are growing and looking for talented individuals to join our high performing team and support our mission. We serve all of San Diego county and south Riverside county with multiple hospice office locations.

Our Mission: To enhance the quality of life for those nearing the end of life's journey and for those who grieve.

Salary: Non exempt position: $29.00-$32.00 per hour.

Schedule: Monday through Friday, 8:30 am - 5:00 pm.

Work Location: Escondido, CA.

Travel: Some travel required attending conferences, meetings, training, and/or visiting office sites.

Requirements

1. Responsible for distributing desktop, laptop, tablet, and netbook computers.

2. Principal support for company issued smart phones.

3. Troubleshoots desktop, laptop, tablet, and netbook hardware issues.

4. Basic knowledge in some areas of the PCI Software applications, provides backup support to PCI Software applications and assists with PCI upgrade test team/process.

5. Trains staff formally and informally on agency software, office and mobile phone systems.

6. Provides back up support for phone and voicemail systems at all locations.

7. Works on other special projects as assigned.

8. Helps coordinate laptop maintenance to maximize performance of equipment.

9. Assists agency information system analyst with hardware and communications support.

10. Participates in IT Strategic Planning Meeting, IT On-Call Support and task forces assigned by IT Director.

11. Resolves IT support incidents for workstations, peripherals, and corporate applications.

12. Completes IT support requests for hardware, corporate applications, and access.

13. Manages employee onboarding and offboarding processes, including hardware procurement, account creation, access requirements, and license management.

14. Provides on-call support for single-user issues as assigned.

15. Maintains asset management processes for hardware inventory and lifecycle planning.

16. Provides reporting of service management activity and hardware lifecycle data.

17. Documents recurring IT procedures and workflows through clear, maintainable standard operating procedures (SOPs) and work instructions to promote standardized, repeatable, and consistent service delivery.

18. Provides technical assistance to users regarding the use of corporate hardware, software, peripherals, and applicable hospice/agency systems.

19. Works collaboratively with IT staff and other departments to investigate, resolve, document, and escalate incidents and service requests as appropriate.

20. Participates in IT meetings, projects, task forces, and other initiatives as assigned by IT management.

21. Performs other duties and special projects as assigned.

QUALIFICATIONS:

Required:

1. One to two years of software and/or hardware working experience.

2. Excellent communication and interpersonal skills.

3. Ability to juggle/manage multiple projects, service requests, incidents, and competing demands.

4. Should be able to take the initiative to solve problems and be comfortable working in a changing/non-structured environment.

5. High school diploma or equivalent.

Preferred:

1. Associates Degree in related field.

2. Computer Certifications (A+), including computer-related certification(s) such as CompTIA A+.

3. 2 years of experience in software/hardware help desk or service desk support.

We place a high importance on our employees and reward staff in several ways, such as:

• Competitive hospice industry compensation

• Benefits package with multiple plan offerings and generous employer contribution

• 401(k) Retirement plan with employer match

• Supportive work culture which encourages work life balance

• Paid Time Off, paid holidays & birthday benefit

• Employee development program managed by in-house education department to support individualized orientation and professional growth needs.

• Tuition Reimbursement program

• Monthly mileage reimbursement

• Employee Referral Program

• Business casual attire for office staff

"The Elizabeth Hospice is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and gender Identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law"