Helpdesk Analyst​/Technician

Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a Helpdesk Analyst/Technician in Anaheim, CA.

The purpose of this role is to help ensure the delivery of quality care to our patients providing comprehensive application and technical support for clinical staff and users of other business units. The IT Helpdesk Analyst will provide first line application and technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated issues.

A high standard of customer service and professionalism will be demonstrated in all interactions.

At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family. We are proud to offer a range of plans that help protect you in the case of illness or injury including:

• A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability.
• Benefits coverage starts after one full month of employment!
• Generous vacation, sick, and holiday benefits!
• Generous 401(k) matching contributions and more!
• To view our detailed benefits guide, please visit our career site sbccareers.org

Essential Functions:

Essential functions encompass the required tasks, duties and responsibilities performed as part of the job and the reason the job exists.

• Perform first level diagnosis and troubleshooting support to end-users and customers. Receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies. Escalate complex incidents to second-level support personnel when appropriate
• Provide support to remote end users using various remote tools such as Microsoft SCCM and Log Mein.
• Provide application support for all deployed software in the agency, by delivering support to business users and investigating and resolving application issues, data discrepancies, and functionality.
• Monitor the progress of requests for application support and ensure users are kept informed.
• Provide technical desktop and virtual machine support. Image, deploy, and manage Windows 10, Microsoft Office, and/or required client applications.
• Effectively use help desk ticketing system JIRA for tracking, managing, and resolving ticket requests. Update Confluence knowledge base with SOPs that detail common problems and solutions.
• Provide configuration and troubleshooting of desktop email clients (MS Outlook, Web Outlook mail, etc.), mobile device email (iOS and Android), Web browsers (IE, Chrome, Firefox, Safari, etc.) and eClinical
  
  Works (EHR System). Provide technical support for account access by managing Windows Active Directory and all supporting applications.

• Excellent written and verbal communication skills.
• Ability to work independently, take initiative, work effectively with minimal supervision and take direction as required for carrying out responsibilities.
• Maintain confidentiality and exercise good judgement.
• Strong knowledge of standard business processes, software and equipment.
• Ability to interact with people in a wide variety of roles, interpret their needs, and provide an excellent customer service experience.
• Ability to learn quickly and digest technical information.
• Ability to work successfully in a team environment.
• Troubleshoot and resolve basic network and server access problems for end users. Troubleshoot and resolve issues with WAN/LAN, WLAN, Firewall, VPN, etc. systems when possible from the helpdesk.
• Setup new phones in Cisco Call Manager.
• Support PC hardware, printers, scanners, computer peripherals, and mobile devices (iOS, Android).
• Support client PC connectivity – Ethernet, TCP/IP and VPN. Install, test and configure new workstations, peripheral equipment and software.
• Manage PC setup and deployment for new employees using standard hardware, images and software. Perform timely workstation hardware and software upgrades as required.
• File server knowledge for troubleshooting.
• Support audio and video equipment in conference rooms.

• Other duties as assigned.

The physical requirements of this position are identified below. Reasonable accommodations may be made for individuals with disabilities to perform the…