A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
ENL Information Tech/Service Compensation range: $25.30 - $34.15 Your rate of pay will be based on applicable experience
Shift:
Nights Shift length: 10 Hours Days off: Variable Hours per pay period: 80 Enloe Health is a Level II Trauma Center located in beautiful Northern California. We offer a full array of medical services, and our mission is to elevate the health of the communities we serve. As a Planetree organization, we place high value on hiring the right team to care for our patients and their families—care that is steeped in compassion, human connection, and mutual support. If you feel called to make a meaningful impact through empathetic, person-centered care, and thrive in a culture that values collaboration and purpose, we welcome you to join our team.
POSITION SUMMARY
The Service Desk Specialist is responsible for providing first-level IT support within our healthcare system, ensuring that healthcare professionals have reliable access to IT services. This role involves fielding incoming calls and emails, troubleshooting and resolving issues during the initial contact, and accurately documenting and routing unresolved issues to the appropriate IT teams. The Service Desk operates 24x7x365, ensuring continuous support for our organization. In this role, maintaining a high level of customer service and professionalism is crucial. The Service Desk Specialist will work with various IT systems and tools, providing remote support, on-site assistance, and training sessions. Excellent communication skills are essential to explain technical concepts to non-technical users, and collaboration with other IT staff is vital to integrate IT services into the organization's infrastructure and address issues promptly. The ideal candidate should have a strong understanding of general IT concepts and technologies, excellent problem-solving skills, a strong customer service orientation, and the ability to work effectively as part of a team. This position plays a crucial role in ensuring that our healthcare professionals have the IT support they need to provide the best possible care to our patients.
EDUCATION / TRAINING / EXPERIENCE
Minimum:
Two years of experience delivering general IT support within an enterprise setting OR Completion of two years of college coursework in a Technology-related field OR Possession of active Microsoft or CompTIA certification
Desired:
Associate's degree in computer science or related field General IT support experience in a healthcare environment Microsoft Certified IT Professional CompTIA A+ Certification
SKILLS / KNOWLEDGE / ABILITIES
Customer Service:
Provide excellent customer service to healthcare staff, addressing their IT concerns promptly and professionally. Strive to create a positive experience for all users of IT services.
Technical Support:
Provide first-level technical support to healthcare staff by analyzing and troubleshooting IT related issues that are reported.
Incident Management:
Log, track, and manage IT incidents and service requests using the organization's IT service management system. Ensure timely resolution of issues and escalate complex problems to higher-level support teams as needed.
Documentation:
Maintain accurate and up-to-date documentation of IT procedures, troubleshooting steps, and system configurations as directed. Create user guides and knowledge base articles to assist staff with common IT issues.
Collaboration:
Work closely with other IT team members, including network administrators, system administrators, and application support specialists, to ensure seamless IT operations. Collaborate with healthcare staff to understand their IT needs and provide appropriate solutions. Benefits Information Enloe offers a comprehensive and competitive benefits package to all eligible employees, including, but not limited to: $0 premium medical plan to include vision insurance Prescription and dental group insurance Retirement with employer match Generous paid time off (PTO) plan that starts accruing immediately and can be used as it's earned Extended Sick Leave Flexible Spending Accounts for unreimbursed medical expenses and dependent care Employee Assistance Program Educational Assistance Please visit the employee benefits page at http://www.enloe.org/benefits to get more in-depth benefits and coverage information or email recruiter@enloe.org to receive a full summary of benefits.
