Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for an Helpdesk Analyst/Technician in Anaheim, CA.
Schedule: M-F 6am to 6:30pm (hours vary), on call, some weekends as needed
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 and second 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!
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 and second 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 third-level support personnel when appropriate.
Perform routine site visits to health centers and other PPOSBC facilities as required to resolve technical/application related issues and provide on-site support as required.
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 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.
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 of account access with managing Windows Active Directory and all supporting applications.
Other activities as assigned by Director of Information Technology as needed.
A diploma or high school education with technical training or equivalent experience.
Computer Information Systems course education preferred.
Minimum Work Experience:
2-3 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 deploying and managing mobile devices.
Experience with managed print services and basic printer maintenance.
Experience supporting an EMR/EHR system.
Experience supporting a Citrix VDI environment using thin clients/iGel devices.
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.
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 Mac and PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android).
Support client PC connectivity – Ethernet, TCP/IP, Citrix,and VPN.
Install, test and configure new workstations, peripheral equipment and software.
Manage PC set up 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.
Support Digital Signage.
All employees are required to be fully vaccinated and received a booster for COVID-19 unless a reasonable accommodation is approved for a medical/disability or religious exemption.
Planned Parenthood/Orange and San Bernardino Counties is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, equal pay, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military, veteran status or any other federal or state protected class. We are committed to building and maintaining an inclusive workplace that values diversity, equity, and inclusion.