What are the responsibilities and job description for the Help Desk Support 1 (Full Time, Night) position at NorthBay Health?
Job Description
At NorthBay Health the Help Desk Support 1 w orks under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at in a timely manner; and follow-up with users to ensure their satisfaction with the quality and timeliness of service provided. Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications. This position requires a technical aptitude, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources. Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions. The Help Desk Support I incumbent will provide and promote superior customer service at all times.
Qualifications
Education:
At NorthBay Health, we are guided by our values: Nurturing Care; Own It; Respect; Build Trust; and Hardwire Excellence. These principles lead us to our TRUE NORTH and inspire us to provide exceptional care.
These values serve as the foundation of everything we do, guiding us to deliver individualized care with integrity and accountability. We are committed to fostering a culture of collaboration, where every team member is valued and empowered to contribute their best to the health and well-being of those we serve.
This is an exciting time to join NorthBay Health.
As an independent, nonprofit health system north of the San Francisco Bay Area, in the Napa/Solano Region, we are expanding our footprint across Solano, Yolo, and Napa counties to meet the evolving needs of our communities. With two acute-care hospitals—including a Level II Trauma Center and a modern maternity unit with a Level III Neonatal Intensive Care Unit (NICU)—along with a comprehensive cancer center, multiple urgent care facilities, and a growing network of primary and specialty clinics, we are investing in the future of care across the region.
NorthBay Health we are home to advanced clinical programs and nationally recognized cardiovascular, neuroscience, and orthopedic services, as well as comprehensive surgical and outpatient specialties. Our commitment to excellence is reflected in our Magnet with Distinction designation for nursing (one of only 12 organizations nationwide) and recognition from U.S. News & World Report as “High Performing” in multiple clinical areas, including maternity care, heart failure, and stroke. NorthBay Medical Center has earned the High Performing designation in maternity care for four consecutive years.
As the only locally governed health system in the region, we remain deeply rooted in our communities while growing into a trusted regional healthcare leader. If you are seeking meaningful work, collaborative teams, and the opportunity to help shape the future of healthcare in Northern California, you will find it at NorthBay Health.
Join us with our commitment to excellence, to achieve our vision to be the trusted healthcare partner of choice for the communities we serve.
To learn more about NorthBay Health's benefits, diversity statement and community please visit https://www.northbay.org/careers/
At NorthBay Health the Help Desk Support 1 w orks under the supervision of the Business Operations and Helpdesk Manager. Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at in a timely manner; and follow-up with users to ensure their satisfaction with the quality and timeliness of service provided. Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications. This position requires a technical aptitude, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources. Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions. The Help Desk Support I incumbent will provide and promote superior customer service at all times.
Qualifications
Education:
- An Associate’s degree in Computer Science or 4 years of equivalent work experience.
- May substitute 2 years of experience in NorthBay in an IT assistant role, performing the same job duties as Helpdesk Level I without assistance.
- At least two years’ experience working on PC's, networking, Computer Operations or Help Desk support as well as proven Customer Service skills.
- Demonstrated ability in these areas a must.
- Strong customer service, technical, analytical and organizational skills.
- Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner.
- Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.
- Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor.
- Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others.
- Is extremely open to learning new things and teaming with others in a collaborative environment.
- Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.
- Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service.
- Must present a professional image at all times.
- Normally works an eight-hour day.
- Must be flexible to work different shifts or longer hours to meet staffing needs.
- Hourly Salary Range Min $33.89 - Max $41.15 (Offered hourly rate based on years of experience)
At NorthBay Health, we are guided by our values: Nurturing Care; Own It; Respect; Build Trust; and Hardwire Excellence. These principles lead us to our TRUE NORTH and inspire us to provide exceptional care.
These values serve as the foundation of everything we do, guiding us to deliver individualized care with integrity and accountability. We are committed to fostering a culture of collaboration, where every team member is valued and empowered to contribute their best to the health and well-being of those we serve.
This is an exciting time to join NorthBay Health.
As an independent, nonprofit health system north of the San Francisco Bay Area, in the Napa/Solano Region, we are expanding our footprint across Solano, Yolo, and Napa counties to meet the evolving needs of our communities. With two acute-care hospitals—including a Level II Trauma Center and a modern maternity unit with a Level III Neonatal Intensive Care Unit (NICU)—along with a comprehensive cancer center, multiple urgent care facilities, and a growing network of primary and specialty clinics, we are investing in the future of care across the region.
NorthBay Health we are home to advanced clinical programs and nationally recognized cardiovascular, neuroscience, and orthopedic services, as well as comprehensive surgical and outpatient specialties. Our commitment to excellence is reflected in our Magnet with Distinction designation for nursing (one of only 12 organizations nationwide) and recognition from U.S. News & World Report as “High Performing” in multiple clinical areas, including maternity care, heart failure, and stroke. NorthBay Medical Center has earned the High Performing designation in maternity care for four consecutive years.
As the only locally governed health system in the region, we remain deeply rooted in our communities while growing into a trusted regional healthcare leader. If you are seeking meaningful work, collaborative teams, and the opportunity to help shape the future of healthcare in Northern California, you will find it at NorthBay Health.
Join us with our commitment to excellence, to achieve our vision to be the trusted healthcare partner of choice for the communities we serve.
To learn more about NorthBay Health's benefits, diversity statement and community please visit https://www.northbay.org/careers/
Salary : $34