Planned ParenthoodWorking at Planned Parenthood Great Northwest, Hawai’i, Alaska, Indiana, Kentucky is more than a job. It provides the opportunity to contribute to our powerful mission and perform meaningful work. As an organization, we are focused on equity, diversity, and inclusion. Specifically, we recognize that profound racism impacts the education, health, and wellbeing of people in our communities, and we are actively working to address all forms of oppression. We believe our employees should reflect the diversity of the populations we serve, including racial and ethnic diversity. People of color are strongly urged to apply. About this position: Help Desk AnalystResponsible for the effective delivery of first-level IT support to Planned Parenthood staff, contractors, and vendors via web, email, telephone, and in-person.Supports a variety of complex enterprise environments including but not limited to Microsoft Windows 10, Mac OS 10.x, Office 365; mobile devices including smartphones, tablets, and iPads; Active Directory user accounts; printers, fax machines, scanners, and other peripherals; VPN configuration.Provides excellent customer service, desktop hardware, and software support for all computer users including employees, contractors, and vendors. Hardware responsibilities include installing, upgrading, and maintaining PCs, laptops, tablets, printers, handhelds, and other peripherals such as handheld and document scanners and cameras. Diagnoses problems as hardware, application, server, or network based. Provides 80% first-call resolution via the telephone and responds effectively to customer problems or questions.Communicates with customers regarding the status of their work orders and assists with the timely resolution of problems. Assists with telecommunications troubleshooting as needed. Interacts appropriately with other members of the technical staff and application teams to satisfy our customers and resolve problems. Documents work completed via the Help Desk ticketing system so co-workers know what was completed and how it was done. Documents new procedures and edits existing procedures with corrections and helpful hints.Compensation: PPGNHAIK's compensation philosophy is based on equity and transparency. Starting offers are determined by both the candidate's directly applicable experience and internal equity within the pay grade. The pay range is $25 to $38.00, paid (annually or hourly).What you’ll be doing: Provides consultation to staff, contractors, and vendors on software-related projects, use of desktop. productivity applications, and messaging. This may include selection of appropriate applications, design and/or implementation of, spreadsheets, web applications, electronic forms, macros, etc.Instructs users regarding applications, messaging systems, operating systems, and network use.Provides timely, accurate and creative solutions for internal customer problems received via telephone, email, written or verbal requests.Maintains written/electronic accounts of troubleshooting procedures consistent with IS department requirements. Contributes to the IS knowledge base.Assists in maintaining security of agency's information systems through implementation of virus prevention / detection / cleaning, and basic security procedures.Performs installation and configuration of network and workstation hardware and software, including connection of PCs to the LAN/WAN. We’ll trust you to:Adhere to the PPGNHAIK code of conduct and all policies, procedures, and protocols.Demonstrate a high degree of professionalism and ability to maintain client confidentiality. Value continuous learning and seeks ongoing training and development. Take action to support the affiliate's commitment to equity, diversity, and inclusion.Value teamwork, flexibility, and adaptability; embraces change. Willingness and ability to travel across our multi-state service area as required.Participate in the on-call rotation as necessary. You’ll need to have: EducationHigh school diploma or equivalent.An associate degree with a concentration in a technical discipline is preferred.Experience:A minimum of two years related experience in repairing, troubleshooting, and maintaining personal computers, desktop software, and peripherals is required.Prior VDI experience is preferred.Prior Mobile Device Management experience preferred.Experience Supporting EPIC is preferred.Prior healthcare experience is preferred. License/Certification:A MCP, or Net certification is required, upon hire or within two years of starting the position. Lifting Requirements:Up to 25 pounds- Frequently 26 to 50 pounds – Occasionally Our attractive benefits package includes medical, dental, and vision coverage for you and eligible dependents, life insurance, short- and long-term disability coverage. For additional information regarding compensation, pay scales, or total rewards, please reach out to hre.contacts@ppgnhaik.org . Proof of completed COVID-19 Vaccinations and is required prior to starting employment with PPGNHAIK. If selected as the final candidate for this role, you will be required to provide proof of receiving both a current flu vaccination and two doses of the COVID vaccine. Please inform your Talent Acquisition Specialist if you will require an exemption/accommodation. Also, you will be required to provide three references (one from a supervisor and two from coworkers/peers). Next Steps: Please click apply now below to submit an application and resume. Once your information has been reviewed by our recruitment team, we will reach out by telephone and email to schedule an interview for all qualified applicants. Please continue to check your spam folder for all email communications that may come from our organization. Equal opportunity employmentPPGNHAIK is an equal-opportunity employer and seeks to recruit people of diverse backgrounds - and to support their retention and advancement within the organization. Justice is one of our core values, and we are committed to fostering a workplace culture inclusive of people with respect to their race, ethnicity, national origin, gender/gender identity, sexual orientation, socio-economic status, veteran status, marital status, age, disabilities, political affiliation, religious beliefs or any other characteristic. Our commitment to justice and diversity also means providing a work environment that is welcoming, respectful and engaging.Racism deeply impacts the health and wellbeing of our communities, compounding existing disparities and creating intersectional barriers. We strive to name and address these barriers through community engagement and assessment, relevant and effective policy creation, and organizational accountability methods. We support initiatives that address all forms of oppression, however, maintaining an explicit focus on race is essential to advancing equity across our communities. Improving outcomes for people of color will improve outcomes for everyone.