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Help Desk Specialist

Company: Foothill Family
Location: Pasadena
Posted on: March 17, 2023

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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