Address
Form of workThe Help Desk Associate supports assigned software applications by providing Help Desk support and technical training. Responsible for the maintenance of assigned computer and telephone equipment and data and phone lines. Works closely with customers, Inconcert Care staff and software application vendors to troubleshoot and resolve application issues.
Essential Functions
- Provide technical assistance and support for incoming queries and issues related to computer systems and user issues in a timely and professional manner.
- Utilizes IT ticketing system to effectively document, prioritize, track and resolve IT requests in a timely manner.
- Install, modify, and repair computer hardware and software including desktops, laptops, printers, scanners, label printers, telephones, etc.
- Acts as a point of contact with assigned software vendors in relation to changes, issues or concerns pertaining to applications.
- Develops and facilitates technical training on software applications and equipment for employees.
- Escalates issues to the next appropriate support representative when necessary.
- Research questions and issues using available information resources.
- Maintains data and phone lines and connections.
- Implements software application upgrades, (including training of staff).
Minimum Qualifications
Education:
- Associate's degree in related field or equivalent relevant work experience.
Experience:
- One year of IT Help Desk experience
License/Certifications:
- Valid Iowa driver's license
Knowledge, Skills or Abilities:
- Exceptional customer service skills
- Able to explain technical issues and topics to non technical people.
- Proficiency with Microsoft applications, including Word and Excel.
- Experience with troubleshooting network related issues.
- Experience with inventory management.
Other Job Requirements:
- Able to consistently meet departmental work schedule as designated.
- Self-motivated and capable of learning through continued study of trade journals, technical manuals, certifications, and online research.
- Occasional work responsibilities outside business hours.
- Must be able to travel between all PHC locations
- Must be 18 years of age.
Preferred Qualifications
Education:
- Bachelor's degree in computer science or computer information technologies, or equivalent combination of education, training and experience and certification
Experience:
- Community Health Center experience.
- Experience with Active Directory, Microsoft Office and Google Suite
License/Certifications:
- CompTia A+ or Network+
Knowledge, Skills & Abilities:
- Experience with healthcare software applications including GE Centricity, Dentrix, i2i Tracks
- Experience with adds/moves/changes to phone system
Experience troubleshooting phone system issues
Physical Demands
This position twill exert up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
Typical Work Hours
This position typically works 40 hours per week, Monday - Friday 8:30 AM - 5:00 PM. Schedule may vary based on clinic needs.
Compensation & Benefits
Compensation offered is based on the individual's related experience and education. This position is eligible for PHC's benefit package.
PHC offers a comprehensive benefits package, including:
- Qualified individuals are eligible for up to a $500 quarterly retention bonus as part of special funding through the American Rescue Plan Act (ARPA). Bonuses are time limited through the Spring of 2023.
- Generous PTO accrual (equal to 4 weeks at end of 1st year) plus paid holidays
- Tuition reimbursement program
- 401k with company match
- Medical insurance - PHC Pays, on average, 80% of medical premiums for all plan types (employee, employee + family, etc.)
- Dental insurance
- Vision insurance
- Life & disability insurance
- Flexible spending & health savings accounts
- Supplemental accident & critical illness insurance
- Discounts on pet insurance
Visit www.phciowa.org/careers for a summary of PHC's benefits.
