Full Time / Non-Exempt

Shift: Monday - Friday (9:30am - 6:00pm w/ 30 minute lunch)

Summary: This position provides effective diagnostic evaluation of end-user Customer needs and in all cases uses good judgement and timeliness in responding to and resolving each issue or compliant to the customers' satisfaction. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.

Core Responsibilities:

• Supports all internal and external customers with product training, knowledge, and expertise.
• Provides solutions in a timely fashion for issues that may arise with all products.
• Logs and tracks support calls in the designated Company system(s) prioritize and escalate jobs as required to ensure customer satisfaction.
• Identify trends in the support calls and develop documentation to address these most often reported problems and issues. Notifies department lead of increasing trends, unusual activity, or repeated activity.
• Brief customers as well as department lead on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
• Makes recommendations to department leads for product or system improvements including procedural steps, increased training, and enhanced documentation.
• Responsible for performing daily, weekly, and monthly operational duties as defined by management.
• Be on-call and provide evening or weekend coverage as needed.
• Build and maintain vendor relationships for specific job functions.
• May be required to crawl under desks, lift heavy objects, rack mount servers, or perform some basic cabling.
• Provide and plan system outage notifications to all entities of the business.
• Perform other duties as assigned by the Director of IT/IT Manager.
• Provide a high availability environment for our Patients and Clients.
• Maintain excellent relationships with internal and external customers, consultants, and vendors.
• Communicate clearly and concisely technical information to non-technical indivduals.
• Work productively and efficiently to achieve company and departmental goals. Continuously provide excellent customer service in an efficient and effective manner to assure customer satisfaction and quality patient care.
• Install computer peripherals for users.
• Follow up with customers to ensure the issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.

Education: Bachelor's degree in Computer Science or Information Systems or related field is preferred; also open to applicants with relevant diplomas from accredited technical institutes.

Experience: Minimum of two years of help desk/IT tech support experience. Preferred: 1 year of IT experience in a hospital or other health care organization.

Qualification Requirements:

• Proven experience as a help desk / IT tech support.
• Tech savvy with working knowledge of office automation products, databases and remote access, Virtualization, Cloud Infrastructure, Active Directory.
• Good understanding of computer systems, mobile devices, routers, switches and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.

Travel Required: Occasional travel may be required to our remote offices.

Job Type: Full-time

Pay: $27.00 - $32.00 per hour

Expected hours: 8 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift

Ability to Relocate:

• Berkeley, CA 94705: Relocate before starting work (Required)

Work Location: In person