Help Desk Analyst

About Sanctuary Centers

Sanctuary Centers of Santa Barbara is a non-profit organization that has been providing high-quality care for those living with mental illness and co-occurring disorders since 1976. Our 48 years of experience gives us a knowledge base that is unrivaled in the mental health field. Sanctuary Centers’ mission is to provide our clients with a continuum of treatment in order to create opportunities for community reintegration and prevent further hospitalization while maintaining high professional standards.

Job Description

We are seeking a motivated Help Desk Analyst to join our IT team. As a Help Desk Analyst, under the direct supervision of the Director of Operational Technology, you will be the first point of contact for our staff, providing technical assistance and support, in addition to collaborating with other members of the IT team on various technical-oriented projects. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional technical support. This role is perfect for someone who is able to adapt well to new technologies, motivated to learn new skills, learns quickly, and has the flexibility to handle a variety of tasks and responsibilities.

Responsibilities

• Respond to incoming support requests via phone, video chat, email, or ticketing system in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide step-by-step guidance and technical assistance to end-users.
• Escalate complex issues to the appropriate IT personnel when necessary.
• Install, configure, and maintain hardware and software components.
• Setup, de-activate, and monitor user accounts on different platforms. Administer permissions and file access.
• Collaborate with other IT team members to complete projects, resolve issues, and share knowledge.
• Document support interactions and solutions for future reference.

Qualifications, Knowledge, Skills, and Abilities

Education and Work Experience

· Bachelor's degree required.

· 2+ years of experience providing computer technical support required

· 1+ years of experience providing administrative/operational support preferred.

· Experience working in a healthcare setting, following HIPAA guidelines, and handling sensitive data is preferred.

Technical Knowledge

· Proficient understanding and troubleshooting skills for hardware, software, networking, and office machinery (printers, copiers, faxes, phones).

· Knowledge and experience with:

o Windows 10+ operating systems (required)

o Microsoft Office 2019+ applications (required)

o Zoom (required)

o Adobe Creative Cloud applications (preferred)

o Wordpress (preferred)

o Electronic Health Record (EHR) systems (preferred)

o Salesforce (preferred)

o Popular mobile devices and Operating Systems, e.g. iOS, Android (preferred)

Interpersonal and Teamwork Skills

· Positive attitude and excellent communication skills, both verbal and written.

· Patience and the ability to explain technical concepts to non-technical users.

· Ability to work well in a team and collaborate with other support staff.

· Willingness to share knowledge and assist colleagues.

Problem Solving and Time Management

· Strong analytical and problem-solving skills.

· Ability to diagnose and resolve technical issues efficiently.

· Efficient time management to handle multiple support requests simultaneously.

· Prioritization skills to address critical issues promptly.

Attention to Detail & Documentation

· Thoroughness in documenting and tracking support issues.

· Attention to detail in troubleshooting and resolving problems.

Remote Support Skills

· Experience in providing remote technical support via phone, email and video chat/screen share.

· Familiarity with remote desktop tools and troubleshooting methods.

Documentation Skills

· Ability to create and maintain comprehensive support documentation.

· Clear and concise documentation of troubleshooting steps.

Job Type: Full-time

Pay: $28.00 - $32.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• Monday to Friday

Application Question(s):

• Do you live within one hour of Santa Barbara
• Are you able to pass a criminal background check
• If you do not live within one hour of Santa Barbara please do not apply

Education:

• Bachelor's (Required)

Experience:

• Help Desk: 3 years (Required)

Work Location: Hybrid remote in Santa Barbara, CA 93101