Help Desk Specialist
Company: Foothill Family
Location: Pasadena
Posted on: March 17, 2023
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Job Description:
SUMMARY:Under the general direction of the IT Manager, the Help
Desk Specialist provides phone support and field support to users
of computer workstations and mobile devices in a network
environment using the Spiceworks Helpdesk system. This position
supports desktop operating systems (e.g., Windows 10 and 11 &
Office 365), business suites (e.g., Word, Excel, Power Point, Teams
and OneDrive), electronic mail communications (e.g., Outlook and
Outlook Web Access) and the Microsoft Teams phone system as well as
LAN/WAN, Wi-Fi and mobile hotspot connectivity issues. ESSENTIAL
DUTIES AND RESPONSIBILITIES Supports and promotes the mission of
the Agency: Foothill Family empowers children and families to
achieve success in relationships, school, and work through
community-based services that advance growth and
development.Provides end user support; including problem
determination (hardware, software, process), problem source
identification (specific hardware, software, network component, or
usage error) and problem resolution (reconfiguration, component
replacement, or training).Performs adds/moves/delete using active
directory & Office 365 admin portal. Assists new PC deployment to
users via hard drive imaging along with backup and restore user
data.Supports and troubleshoots computer and communications
hardware and infrastructure components, provides backup (LAN/WAN,
Wi-Fi) troubleshooting and network administration support as
required. Moves, replaces, and configures system components (e.g.,
hard drives, monitors, printers, cables, system units, option
boards, etc) using available resources or knowledge when
necessary.Tracks and documents work performed, and time spent using
Spiceworks helpdesk system.Takes inventory of current equipment in
IT department using spreadsheets and Spiceworks.Documents
workflows, creates Step by Step & "How To" Training Manuals for
end-users.Communicates workflow and quality assurance concerns to
IT Manager. Troubleshoots technology issues steming from the use of
the Welligent & ChildPlus systems and participates and stays
updated with electronic health record system support requests and
upgrades.Travels to various Foothill Family locations when needed
to install, troubleshoot and repair Desktop/Laptops, Mobile
devices, Voip phone system, and LAN/WAN, Wi-Fi network
issues.Excellent oral and written communication skills.Assists with
ongoing IT projects and attends weekly IT meetingsWorks well in a
team environment, sharing responsibilities and outcomes of projects
both within the department and across the Agency. Displays
sensitivity to the service population's cultural and socioeconomics
characteristics.Performs work in a safe manner at all times and
ensures employees are abiding by safety practices; takes action
when employees put themselves or others at risk.Follows all
policies, procedures, and legal mandates including HIPAA, client
confidentiality, releases of information, protected health
information (PHI) and client files.Ensures performance and
behaviors support the Agency's performance quality improvement
(PQI) goals and objectives.Reports to work on time and maintains
reliable and regular attendance.Performs other duties as
assigned.POSITION REQUIREMENTS Minimum 2 years of experience or
equivalent combination of education and experience.Computer
Information System (CIS) degree preferred.Demonstrated
understanding of general networking (switching, routing, firewall)
and ability to troubleshoot network connectivity issues.Familiarity
building Images for Laptops and Desktops and an understanding of
hard drive encryption technologies.Demonstrated problem-solving
skills.Ability to effectively present information and respond to
questions from groups of managers, clients, customers, and the
general public.Possess excellent organizational, time management
and planning skillsMust be self-motivated and able to work both
independently and as a member of a team, able to take
direction.Must be self-motivated and able to work both
independently and as a member of a team, able to take
direction.Valid CA Driver's License and maintains insurability on
the Agency's auto liability policy (including a minimum of 2 years
driving experience) and maintains the California state required
auto insurance liability limits.PHYSICAL DEMANDS The physical
demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of
this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee must
occasionally lift and/or move up to 50 pounds. Position is 40 hours
per week.
Keywords: Foothill Family, Pasadena , Help Desk Specialist, Other , Pasadena, California
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