Information Technology (IT) Support Specialist

We are recruiting for a Information Technology (I.T.) Support Specialist to join our Corporate site in Fresno, CA.

The Information Technology (IT) Support Specialist's role is to be the primary point of contact for all IT related requests. The Information Technology (IT) Support Specialist ensures proper computer operations so that end users can accomplish organizational tasks while adhering to the established Information Technology Support Structure (ITSS). This includes receiving, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level or escalate requests to the next level of support when needed. This is a non-exempt position.

SUMMARY OF RESPONSIBILITIES

Works closely with UHC end users and other members of the IT Team to

• Support the end users and IT infrastructure for United Health Centers.
• Provide technical support capabilities by typically answering inquiries from computer users.
• Run diagnostic programs to determine the causes of and resolutions to problems.
• Customer Service.
  
  
  

PERFORMANCE AREA 1 Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Support UHC end users by fielding incoming help requests from end users via both telephone and work orders received through UHC's IT Support Structure (ITSS) in a courteous manner.
• Documents all pertinent support request information, including name, department, contact information, and nature of problem or issue.
• Supports the work of the organization and develops working relationships with staff by building rapport and elicit problem details from end users.
• Supports the work of the team by resolving problems and will escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Works to apply diagnostic utilities to aid in troubleshooting.
• Supports the network and IT team by possessing how to appropriately access software updates, driver updates, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Ensures that work is done correctly at the point by contact by testing fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Supports the team by developing help sheets and knowledge base articles for end users when needed.
  
  
  

EDUCATION

• Degree in a related field or a commensurate combination of education and experience required.
  
  
  

LICENSE/CERTIFICATION

• Possess a valid CA Class C Drivers License
• Must obtain and maintain vendor and industry certifications as directed.
  
  
  

PRIOR EXPERIENCE

• Prior helpdesk experience required with a proven record of providing quality support.
  
  
  

Skills

• Knowledge of computer hardware including PCs, monitors, keyboards and mice, and network cabling.
• Knowledge of operating systems and software including Microsoft Windows, Microsoft Office, and Exchange/Outlook.
• Possess excellent customer service skills
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities; sound judgment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Able to quickly build and maintain rapport with co-workers of differing backgrounds; team player. Ability to present ideas in user-friendly language.
• Positive professional insight
• Flexibility and dependability
• Modern office practices and procedures including email
• Attention to detail and excellent follow-through on work tasks
• Able to handle multiple tasks simultaneously
  
  
  

The pay range for this non-exempt position starts at $27.95 an hour. Our salaries are dependent on knowledge, skills, and experience.

In addition, our comprehensive benefits package for regular status employees includes

• Medical, Dental, and Vision insurance with low premium cost
• Paid time off and paid holidays
• 401k plan with matching contribution
• Educational Assistance
• Employee discounts and more!