Helpdesk Analyst/Technician-Temp - Anaheim Admin

Planned Parenthood of Orange and San Bernardino Counties has a temporary full-time opportunity for a Helpdesk Analyst/Technician in  Anaheim, CA.

The purpose of this role is to help ensure the delivery of quality care to our patients providing comprehensive application and technical support for clinical staff and users of other business units. The IT Helpdesk Analyst will provide first line application and technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated issues. A high standard of customer service and professionalism will be demonstrated in all interactions.

At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family. We are proud to offer a range of plans that help protect you in the case of illness or injury including:

• A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability. 
• Benefits coverage starts after one full month of employment!
• Generous vacation, sick, and holiday benefits!
• Generous 401(k) matching contributions and more!
• To view our detailed benefits guide, please visit our career site at www.pposbccareers.org

Responsibilities

Essential Functions: Essential functions encompass the required tasks, duties and responsibilities performed as part of the job and the reason the job exists.

• Perform first level diagnosis and troubleshooting support to end-users and customers. Receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies.  Escalate complex incidents to second-level support personnel when appropriate
• Provide support to remote end users using various remote tools such as Microsoft SCCM and LogMein.
• Provide application support for all deployed software in the agency, by delivering support to business users and investigating and resolving application issues, data discrepancies, and functionality.
• Monitor the progress of requests for application support and ensure users are kept informed.
• Provide technical desktop and virtual machine support. Image, deploy, and manage Windows 10, Microsoft Office, and/or required client applications.
• Effectively use help desk ticketing system JIRA for tracking, managing, and resolving ticket requests. Update Confluence knowledge base with SOPs that detail common problems and solutions.
• Provide configuration and troubleshooting of desktop email clients (MS Outlook, Web Outlook mail, etc.), mobile device email (iOS and Android), Web browsers (IE, Chrome, Firefox, Safari, etc.) and eClinicalWorks (EHR System). Provide technical support for account access by managing Windows Active Directory and all supporting applications.

ADDITIONAL SKILLS/REQUIREMENTS

• Excellent written and verbal communication skills.
• Ability to work independently, take initiative, work effectively with minimal supervision and take direction as required for carrying out responsibilities.
• Maintain confidentiality and exercise good judgement.
• Strong knowledge of standard business processes, software and equipment.
• Ability to interact with people in a wide variety of roles, interpret their needs, and provide an excellent customer service experience.
• Ability to learn quickly and digest technical information.
• Ability to work successfully in a team environment.
• Troubleshoot and resolve basic network and server access problems for end users. Troubleshoot and resolve issues with WAN/LAN, WLAN, Firewall, VPN, etc. systems when possible from the helpdesk.
• Setup new phones in Cisco Call Manager.
• Support PC hardware, printers, scanners, computer peripherals, and mobile devices (iOS, Android).
• Support client PC connectivity – Ethernet, TCP/IP and VPN. Install, test and configure new workstations, peripheral equipment and software.
• Manage PC setup and deployment for new employees using standard hardware, images and software. Perform timely workstation hardware and software upgrades as required.
• File server knowledge for troubleshooting.
• Support audio and video equipment in conference rooms.

Non-Essential Functions:

• Other duties as assigned.

PHYSICAL REQUIREMENTS:

The physical requirements of this position are identified below. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

CORE COMPETENCIES – WE CARE:

• Welcoming: Anticipates customer requirements and gives high priority to customer satisfaction and service.  Handles problems quickly and efficiently.  Maintains a pleasant, positive and professional approach. Embraces opportunities to help team members, stakeholders, and other departments.
• Equitable:Creating equitable access and opportunity for all through education, practicing inclusive behavior, elevating others’ voices, creating spaces for honest conversation, and listening without judgment.  Values and uplifts our collective diversity within in our agency.
• Confidential: Respects the information shared by our patients, employees, and vendors and maintains appropriate confidentiality.  Follows all policies and laws that protect private & privileged information.
• Accessible: Is available and approachable to others, open-minded, fair and non-defensive.  Appreciates constructive feedback and is a team player.  Demonstrates good listening skills.
• Respectful:  Values diversity and treats everyone with dignity and courtesy.  Dependable and courteous of other people’s time and commitments.
• Empathetic: Demonstrates interest and understanding in other people’s feelings, attitudes and reasoning.  Maintains an open and non-judgmental demeanor that is patient, flexible, and understanding.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong commitment to quality healthcare and providing excellent customer service.
• Excellent communication skills and ability to interpret issues/requests, with a positive, professional and welcoming demeanor.
• Demonstrate analytical thinking skills by understanding a problem or situation by breaking it down systematically into its component parts and identifying the relationships between those parts.
• Ability to handle varied tasks simultaneously and work well under pressure.
• Ability to demonstrate mature judgment, initiative and critical thinking.
• Ability to relate to diverse communities.
• Ability to train staff in basic troubleshooting techniques
• Accuracy and attention to detail are essential.
• Availability to work flexible hours including weekends.
• Participate in shift rotation to provide weekend coverage for Health Centers.
• Participate in weekly site visits to the health centers to service IT related equipment.
• Willing to work over the weekends.
• The ability to function at a high level in a team-oriented environment is required. 

Minimum Education:

• A diploma or high school education with technical training.
• Computer Information Systems course education preferred.

Minimum Work Experience:

• 1-2 years of troubleshooting experience with hardware or software customer services or application support.
• Strong customer service background required.
• Understanding of Windows operating systems preferred.
• Experience with PC technology and VOIP phones a plus.
• Relevant experience within a healthcare environment is highly desired. 

Agency Standard Requirements:

• Strong commitment to quality healthcare and excellent customer service is required.
• Must thrive in a fast paced, rigorous environment with changing priorities.
• Ability to meet deadlines and work under pressure.
• Must demonstrate high level computer skills including; Microsoft Word, Excel and Outlook. Electronic medical records experience may also be required.
• This position requires travel to other sites and locations; if using a personal vehicle to meet this requirement, a valid CA driver’s license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.
• Abortion patients are cared for at each of our health centers and in part through the administrative, support, and other non-clinical services provided at all PPOSBC locations and by all PPOSBC employees, and supporting these critical services is an essential job duty and fundamental responsibility of all employees, including the Helpdesk Analyst/Technician.