Help Desk Support 1

Company Information

At Community Hospice & Health Services and its affiliates, Community Hospice & Health Services Foundation, and CHI Management, Inc. (herein referred to collectively as “CHHS”) you will find a family-based and compassionate work environment. Our goal is to provide a wonderful work experience that allows our employees to thrive by feeling engaged and fulfilled each day. CHHS is the largest and oldest nonprofit hospice, palliative care, and support services provider in the Central Valley.

We are proud to indicate that CHHS has been supporting and providing compassionate and quality services to our community since 1979. Our mission is to embrace individuals and families facing life-changing journeys, enhancing quality of life for all. CHHS is accredited by Community Health Accredited Program (CHAP).

Help Desk Support

Job Description

Department:     Information Technology

Reports to:        Director of Information Technology (IT)

Summary:   Help Desk Support employees are responsible for maintaining open phone support to all employees within CHHS and its managed corporations.  Problems dealing with, but not limited to, technical, network, programming, PBX, and software issues are first handled through the Track-It work order software and then through phone support.  If the problem is not fixed, then Help Desk may send technicians to solve the problem on site.  Prioritizing concerns in order of importance and expediting technicians is a responsibility of the Help Desk.  Help Desk is also responsible for maintaining hardware and software inventory. 

Responsibilities:

• Logs into Track-It work order system to receives and administer all open, due, and overdue work orders.
• Prioritizes calls and work orders in order of importance. Assigns or escalates to the appropriate technician with information regarding the specific calls, including location of the call and a summary of the problem.
• Monitors work orders in all Technician queues for timely resolution. 
• Receives resolutions of problems corrected and/or resolved by support technician.
• Issues closing reports for all support problems that have been corrected and/or resolved.
• Reviews and verifies with user that the system is up and running correctly.
• Organizes and maintains a software library by keeping a current database of all software currently being used by the organization.
• Receives Projects Requests as assigned by Director of IT to deploy resources to end users, process new hires or term requests.
• Registers deployed hardware and software by issuing a “User Agreement Policy” and updating inventory accordingly.
• Programs access badges for users at multiple locations.
• Receives equipment delivers and notifies appropriate technician of equipment arrival for installation.
• Maintains and updates inventories for all equipment.
• Keeps employees informed of all issues regarding hardware and software, including problems, changes being made, new program installations, etc.
• Distributes computer systems, monitors, printers, cellular devices, iPads, software, PBX system, and telephones.
• Work with network and telephone wiring.
• Works well with vendors and build and maintain a positive, professional good relationship.
• Works and behaves in a courteous manner to present company policies and image in a professional and proper manner.
• Follows all organizational policies and procedures including, but not limited to, safety, infection control, privacy and confidentiality.

  Success Factors:

• Ability to support the end-users face-to-face and from their desks by walking, typing, and phone operations.
• Ability to demonstrate patience necessary to professionally deal with all aspects of users’ problems.
• Ability to maintain personal composure and control temper when a customer or employee becomes frustrated or impatient.
• Ability to follow standard procedures and perform most tasks with advice from the Director of IT.
• Ability to demonstrate general business knowledge and communications based on existing templates.
• Ability to deal with problems of higher complexity and demonstrate independent, professional judgment.
• Ability to train and teach end-users on the systems and process of the Information Technology Department.
• Ability to work on tasks and projects with minimal supervision.
• Ability to complete assignments on time.
• Ability to demonstrate good customer service.
• Ability to be willing to take on assignments, tasks, and projects at any given time.
• Ability to demonstrate good communication and teamwork and be a team player.

QUALIFICATIONS

• Must possess a high school diploma or GED; Associates or bachelor’s degree preferred.
• Specialized certifications from organizations like CompTIA or vendors like Microsoft preferred.
• Position requires strong computer hardware and software knowledge. Must be able to quickly and correctly address all problems dealing with hardware and software installation use and problem solving.  Strong interpersonal skills are necessary in dealing with incoming phone calls to present a professional and courteous attitude towards users.  Good processing, organizing, and expediting skills are necessary in order to correctly address and solve problems.

Work Environment:  The employee is required to support end-users face-to-face and from their desks by walking, typing, and phone operations. Specific vision abilities required by this job include close vision and ability to adjust focus.  Moderate emotional environment possible in dealing with emotional users via phone lines.  Patience necessary to professionally deal with all aspects of users’ problems.

Work Schedule:  Position is regular exempt full-time required to work a regularly scheduled 40-hour work week. The schedule includes being On-Call after normal business hours for up to two weeks at a time in rotation with other Department Members. Working hours are from 8:00 am to 5:00 pm, unless stated by the Director of IT

Salary : $25