IT Help Desk Analyst

Join to apply for the IT Help Desk Analyst I role at Tri-Valley Career Center

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well‑being of all members of the community. Our mission is rooted in delivering high‑quality patient care, encompassing primary healthcare, mental health support, and dental services.

We are committed to ensuring access to essential healthcare services for every member of our community, irrespective of financial status, living situation, or insurance coverage.

The role of an IT Help Desk Analyst I is to serve as the primary point of contact for all IT-related inquiries, responsible for analyzing, diagnosing, and managing escalations while resolving technical and user issues in a service‑driven environment. This role requires quick comprehension and the ability to work independently. The analyst must efficiently manage time and tasks, resolving issues and handling requests both remotely and over the phone.

The position demands flexibility in addressing various user skill levels and explaining solutions in a non‑technical manner. Strong patience and excellent customer service skills are essential. Additionally, the role involves assisting end users with in‑person support when remote solutions are not feasible, including travel to remote sites within a 15‑mile radius.

• High School Diploma or equivalent required. Associate degree in Information Technology or completion of a technical IT training program or related field is preferred.
• Basic knowledge of computer hardware, Windows Operating System, and common applications such as Microsoft Office and Email Clients, and the ability to learn and use Axis departmental systems.
• Strong problem‑solving skills and the ability to troubleshoot technical issues.
• Excellent business communication skills, with the ability to explain technical information in an easily understandable manner.
• Ability to prioritize tasks and handle multiple requests simultaneously and must be able to adjust priorities quickly as circumstances dictate.
• Customer‑oriented mindset with a focus on providing excellent user experience.
• Basic knowledge of networking concepts and protocols.
• Experience with help desk software or ticketing systems is a plus.
• Excellent time management skills.
• Ability to work efficiently and effectively, even under pressure.
• Ability to lift and carry up to 30 lbs. and move all components of PC workstations, servers, network equipment, peripherals, and other ancillary equipment.
• Must possess a valid and current driver’s license with reliable transportation, a clean driving record and automobile insurance is required.
• Strong analytical, employee relations, and interpersonal skills.
• Excellent writing, editing, and proofreading skills.
• Ability to interact effectively and in a supportive manner with persons of all backgrounds.
• Proactive, self‑motivated and able to work independently in a fast‑paced environment as well as on a team with the ability to exercise sound independent judgment.
• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
• Ability to establish and maintain positive and professional working relationships.
• Must be able to be at work regularly and on time.
• Must be a dynamic self‑starter with demonstrated ability to work independently or in a group setting.
• A can‑do attitude and attention to detail with the ability to organize.
• Ability to type a minimum of 35 WPM with minimal errors.
• Must be able to use office equipment (i.e. copier, fax, etc.).

• Serve as a first point of contact and as a tier 1 help desk technical support, application support, and incident response liaison.
• Accountable for evaluating and testing new technologies prior to deployment to ensure the help desk analyst meet performance, security, and compatibility…