Overview

Supports the mission of People’s Community Clinic by managing the immediate computer hardware and software needs of employees in a manner that minimizes down time and maximizes customer satisfaction.

The starting pay rate for this position is between $20 - $25 hourly. 

Responsibilities

• Provide first level support by responding to verbal or written communications, which includes phone, in person, email, chat or via ticking system.
• Documents clearly and concisely all incidents in ticketing system for tracking purposes. 
• Identifies trends, recommends and assists with a resolution to prevent reoccurrence. 
• Properly escalates unresolved service tickets to the next level of support in a timely manner. 
• Utilizes vendor customer support and solution database to research, troubleshoot, and resolve end-user issues.
• Sets user profile permissions based on role and resets end-user passwords by confirming identity. 
• Follow up with staff, provide feedback and see issues through to resolution.
• Daily reviews, updates, and closes service tickets based on SLA’s defined in P&P.
• Utilizes excellent customer service skills. 
• Identify training opportunities for staff on software systems.
• Meets or exceeds service level standards for response time and quality and customer satisfaction.
• Provides support after hours/weekends as the organization needs evolve.
• Perform periodic checks of hardware and software to ensure that they are updated and functioning properly.
• Assists and maintains inventory for PCC hardware (Computers, Printers, Scanners, Projectors, etc.)
• Assists and maintains inventory for PCC approved software installed on staff computers.
• Prioritize service requests and coordinate with appropriate staff to troubleshoot and resolve issues.
• Assists Information Technology Specialist Lead with imaging process for PCC staff computer systems.
• Input and manage tickets through our PSA (Professional Services Automation) system.
• Adhere to HIPAA Privacy & Security guidelines.

Qualifications

Education:

• High School Diploma/GED
• Associate degree from an accredited college or university with major coursework in a related field preferred.

Experience:

• Two years’ experience working in a related field including customer service responsibilities
• Two years’ experience working in an ambulatory healthcare setting preferred
• Two years’ experience in Desktop support
• Experience with computerized dispatch system
• Nonprofit experience preferred
• Confirmed problem-solving abilities

Knowledge, Skills, and Abilities:

• Excellent written and oral communication skills;
• Effective time management and organizational skills;
• Exemplary customer service skills
• Skill in meeting and communications management.
• Ability to multi-task and prioritize in a fast paced environment
• Strong problem solving and conflict resolution skills
• Self-driven and highly motivated with a positive mental attitude.
• Strong goal orientation and highly customer focused.
• High achiever with a strong ability to build rapport with our employees
• Strong computer skills, including Microsoft Office experience
• Knowledge of general computer hardware and software operation and basic troubleshooting techniques.

Certificate/License:

• Must receive software certifications (defined by PCC) within one year of hire
• CompTIA A
• MCP

Our Benefits Include:

• 18 PTO days per year & 11 paid holidays
• Major Medical Health Insurance Coverage. Most employees experience $0 in out-of-pocket medical expenses.
• Dental & Vision
• Flexible Spending Accounts
• Employer paid Life Insurance
• Employer paid Short-Term and Long-Term Disability
• Annual Training
• 403(b) with 4% employer matching

People’s Community Clinic is committed to equal employment opportunity regardless of race, color, national origin, religion, gender, sexual orientation, age, language, disability, pregnancy, gender identity or sex stereotyping.

We want you to do your best throughout the interview process. CLICK HERE to learn more about how to prepare.