What are the responsibilities and job description for the IT Helpdesk position at ASIAN PACIFIC HEALTH CARE VENTURE?
Job Details
Description
POSITION: IT Helpdesk
STATUS: Non-exempt; Full time
REPORTS TO: IT/IM Director
SUPERVISES: none
DEPARTMENT IT/IM
OFFICIAL DUTY STATION: Administrative Office
BENEFITS:
- Public Service Loan Forgiveness
- 401(k) Retirement Plan
- Medical, Dental, and Vision Insurance
- 13 Paid Holidays
- Life Insurance, Short Term Disability, Accident Insurance, etc.
- Commuter Discount (Metro, Metrolink)
- Commuter and Ride Share
- Discounted Tickets
SUMMARY:
APHCV is committed to providing high-quality healthcare services to our diverse community. The IT Helpdesk Technician plays a critical role in supporting this mission by ensuring seamless technology operations across all sites.
APHCV expects all employees to participate in APHCV’s emergency response operations per our emergency policies and procedures.
APHCV requires all staff to comply with Standards of Conduct and Compliance Program related policies and procedures. Such compliance is part of this position’s performance evaluation.
APHCV is a tobacco-free organization.
WORK SCHEDULES:
As part of a dynamic IT/IM team, the IT Helpdesk Technician must maintain a strong commitment to on-site presence to effectively support APHCV’s IT Helpdesk operations. This position follows a standard 40-hour workweek, primarily Monday through Friday, with participation in a Saturday rotation to ensure adequate helpdesk coverage. Work hours fall within APHCV's service window of 7:30 AM to 6:30 PM, and flexibility is required to accommodate organizational needs and operational demands.
DUTIES AND RESPONSIBILITIES:
1. Technical Support and Troubleshooting
- Provide technical support in a timely and professional manner on a variety of hardware and software problems including but not limited to desktop hardware problems, operating system support, telephone/fax problems, network connectivity problems, application support, printing problems, and system/application access problems. Keep the staff requester informed of the status.
- Address IT Helpdesk tickets efficiently and effectively ensuring compliance with SLAs, leveraging critical thinking skills to troubleshoot and resolve issues. Escalate tickets as needed, with clear documentation of preliminary analysis and troubleshooting steps taken.
- Escalate issues to external IT partners/vendors, monitor open tickets/issues assigned to partners/vendors, and follow up to ensure completion.
- Ensure collaboration among IT/IM staff on issues/tickets and timely follow-up.
- Identify common issues and create knowledge base articles to allow users to self-help issue resolution and preempt future requests.
2. System Maintenance and Configuration
- Configure, deploy, and troubleshoot computing equipment such as computers, fax machines, scanners, printers, phones, etc., according to IT/IM Department Policy and Procedure.
- Monitor and deploy hardware and software patches/updates as required.
- Monitor server environmental factors and alerts status of data center such as temperature, power status, humidity, server/system alerts/alarms, etc.
- Ensure security settings are adhered to within systems.
- Maintain change management documentation for systems.
- Assist with maintaining and documenting various system procedures and processes.
3. Asset Management and Inventory
- Assist with the handling of logistics of transporting APHCV hardware, shipping items, mailings, and receiving deliveries. Maintain inventory of APHCV assets, accessories, and supplies in TDX.
- Maintain accurate records of equipment loans in TDX
- Monitor for and propose IT equipment replacements and ensure that workforce productivity is not affected by failing hardware or software.
- Ensure that all assets are labeled and tracked in TDX
- Monitor and maintain lists of assets and propose timely replacement.
4. User Account and Access Management
- Manage user access/accounts for internal and external information systems. Coordinate user access requests, create accounts, terminate and maintain access lists.
- Maintain Active Directory through timely addition and removal of users as needed.
5. Communication and Collaboration
- Travel between clinic locations as needed with minimal lead time, ensuring timely support for all sites.
- Communicate effectively with IT/IM team members and management to optimize Helpdesk schedules and coverage.
- Ensure collaboration among IT/IM staff on issues/tickets and timely follow-up.
6. Training/Orientation: Coordinate, prepare and conduct end-user IT orientation/training on various APHCV technologies in accordance with User Orientation Curriculum defined by IT/IM Department. Also develop and maintain relevant training materials.
7. Procurement: Research product options, request bids, and order technology products following APHCV’s purchasing guidelines.
8. Other Duties
- Other duties as assigned.
Qualifications
- Demonstrated competency in computer operations of technologies that APHCV has to include network, hardware, operating system, phone, software applications, etc.
- Ability to deal with issues or problems that require assessment, reasoning and critical thinking before coming up with an approach or solution. The search for solutions may be accomplished quickly, but usually requires assessment and analysis of various alternatives based on standards or approaches defined by management or the appropriate professional/technical discipline.
- Good customer service manner including communication and information dissemination (both verbally and in writing), manners in training and providing support.
- Ability to analyze and anticipate problems and issues, and prepare for them including communicating such issues and how you will deal with or how the staff should prepare themselves in a timely manner.
- Ability to work in a team environment and remain calm under pressure.
- Ability to follow policies and procedures and assignment from supervisor(s)
HR Procedural requirements:
- Legal authorization to work in the United States
- A valid California Driver’s license with clean records and access to insured automobile
- Completion of APHCV Health Assessment Form
- Completion of DOJ background check
PHYSICAL REQUIREMENTS:
Must be able to materially perform the task normally associated with the position including but not limited to: Pushing up to 15 pounds, stand up lifting up to 24 pounds, level lifting up to 10 pounds, lifting and carrying up to 24 pounds, speaking/hearing in person and on phone, physical ability to communicate via phone and computer, 3 dimensional sight, distinguish temperatures by touch, repetitive motion, grasping up to 50 pounds, up/down/side to side wrist motion, working with moving machinery, work with electrical wires, work in confined spaces, work alone, independent problem solving, work with others, ability to deal with fast pace, frequent change, frequent interruptions.
ADDITIONAL REQUIREMENTS:
This position requires the ability to commute between APHCV sites to provide support as needed. Staff may be required to travel between locations during the workday or begin and end their workday at a site other than their primary workstation. Reliable transportation is necessary to fulfill this requirement. Mileage incurred for work-related travel between sites will be reimbursed in accordance with APHCV policy.
Salary : $22 - $25