Help Desk Specialist

Serves as the initial point of contact for customers seeking assistance with technical issues related to computer systems, software, and hardware. Performs remote troubleshooting and resolution when possible, and escalates the issue as needed.
This is a hybrid position, working both on-site and remotely.
What We Offer:

• $20-$24/hour DOE with the ability to go higher for highly experienced candidates
• 100% employer-paid health insurance for employees including Medical, Dental, Vision, Rx, 24/7 telemedicine; profit sharing, 403(b) retirement plan, generous paid time off, paid holidays, and more.

Essential Functions/Responsibilities/Duties

• Responds to queries via phone, e-mail, self-service, or in person from employees with technical issues.
• Logs calls into ticket tracking system, providing details including caller name, nature of the issue, diagnostic and troubleshooting steps, and resolution.
• Troubleshoots, diagnoses, and resolves technical issues relating to computer systems, software, and hardware. Escalates any issues that need further troubleshooting and resolution.
• Processes and completes various requests for service such as software and printer installations, phone extension assignments, and applications access.
• Resolves issues and requests related to user accounts, password resets, new account creation, and employee separations.
• Keeps supervisor informed of key items including increase in call volume and unresolved system issues.
• Develops and maintains the Help Desk processes manual and documentation for performing the report review and system balancing procedures.
• Documents common issue resolution, both internal to Information Services (IS) and customer facing, in knowledge articles to improve customer service.
• Performs other duties as assigned.

Qualifications

• Required Education: High School Diploma or General Education Diploma (GED). Associate's Degree in Computer Science preferred.
• Experience: One year's working knowledge and experience with computers and related hardware technologies; commonly used desktop software such as Microsoft Windows and Microsoft Office; and customer service.
• Knowledge/Skills/Abilities: Knowledge of hardware, software, peripheral, and telephone troubleshooting techniques. Ability to develop effective working relationships at all organizational levels. Strong verbal, written and listening communication skills. Strong attention to detail and high level of accuracy. Ability to prioritize work, handle a variety of tasks simultaneously in a fast-paced environment. Basic proficiency with a variety of computer programs including Microsoft Outlook, Word, Excel and PowerPoint.

About YVFWC
We serve more than 197,000 patients across 28 medical clinics, 15 dental clinics, 11 pharmacies, and 49 program sites in two states. We are Level 3 Certified as a Patient-Centered Medical Home (PCMH). With integrated services including medical, dental, pharmacy, orthodontia, primary care nutritional counseling, autism screening, and primary care behavioral health, YVFWC's patient-centered model of care offers patients the full spectrum of care and shelter assistance, energy assistance, weatherization, HIV and AIDS counseling and testing, home visits, and four mobile medical/dental clinics.
Working at YVFWC
Working in our organization means being a passionate champion for those who have no voice. It means having the opportunity to work with underserved populations and with peers committed to the same work.
At Farm Workers Clinic

• We will consistently trust one another to work for the common good.
• We will foster integrity by demonstrating ethical behavior and insisting on doing what we say we will do.
• We will demonstrate transparency by being candid and truthful no matter the risk.
• We will create partnerships to strengthen ourselves and our community.
• We will fight for just treatment for all individuals.
• We will let joy in.
• We have the courage to be an agent of change and refuse anything short of excellence.

Our mission celebrates diversity. We are committed to equal-opportunity employment.