IT Support Specialist
San Diego, CA

Job Description

Position Summary:

Responsible for providing support to end-users on hardware, software and network related problems, questions and use. Provides phone and in-person support; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem. If not able to diagnose problem and/or problem requires physical interaction with end-user, dispatches field support specialist or escalates to appropriate team as needed. Opens, tracks and closes tickets; ensures problem ownership and promotes end-user satisfaction.

Essential Job Functions:

* Respond to user requests via telephone or email to diagnose and resolve hardware and software issues
* Monitors IT systems and provides general IT applications support
* Identify and escalate situations requiring urgent attention
* Resolves assigned service requests in an effective and timely manner; ensures users know the current status of their individual problems, by providing updated communications to include estimated timelines of resolution, escalation and other pertinent information
* Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions
* Work with teammates to research and document problem resolutions
* Work independently to research and resolve technical issues
* Work with teammates in researching and writing technical documentation
* Stay current with technological trends related to technical environment
* Develop and maintain a professional level of proficiency within Information Technology • Assist with maintaining hardware/software inventory
* Focus on existing systems to improving process efficiency, reduce costs and enhance customer service.
* Maintains established departmental policies and procedures, objectives quality assurance program, safety, environmental and infection control standards.
* Enforces IT standards and educates employees about compliance issues. • Develop and maintain IT department system documentation materials (paper and electronic). • Attends meetings as required and participate on committees as directed. • Performs other related duties as assigned

Job Requirements

Education & Experience:

* Degree in a computer technology field preferred.
* Two plus years of experience and/or training; or equivalent combination of education and experience.
* Experience supporting Electronic Health Record, Electronic Medical Record, Electronic Practice Management systems is a plus.

Certifications/Licenses Preferred: California Driver license, A+ Certification, Microsoft Certified Professional, ITIL Foundation Technical Knowledge: Experience working with enterprise ticketing system, Active Directory, Microsoft Windows XP/2003/2007, VPN, Exchange, MS Office Suite, Windows operating systems, enterprise phone system.

Knowledge & Skills:

* Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
* Attention to detail.
* Creative thinking and problem solving.
* Ability to capture and communicate the context of a situation.
* Excellent oral and written communication skills, with focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person and in writing.
* Ability to work both independently and as a team member.
* Ability to dig into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
* Strong working knowledge of Microsoft Operating Systems and Office productivity products.
* Ability to work on multiple assignments with minimal supervision.
* Participates in IT on-call support rotation. This is rotating IT Support schedule that includes evening and weekend coverage.
* Preferred: Bilingual (Spanish/English)

About Us

San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family.

The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 92,000 patients through a vast and integrated network of 34 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees.

Apply today and become a part of our mission-driven team!

San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment. Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to reace, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Other details

* Pay Type Hourly
* 1601 Precision Park Lane -California, San Diego, California, United States of America