Help Desk Technician

Job Description

PPNorCal is currently seeking a p art-time Help Desk Technician at our Concord Administrative Office.

The Help Desk Technician will provide Help Desk support functions for PPNorCal health centers, education and administrative locations. The Help Desk Technician will act as the primary contact liaison for incoming IT service requests, repair tickets and inquiries. They will coordinate IT tasks and services between multiple PPNorCal departments, off-site health centers, and IT staff. The Help Desk Technician reports to the Director of IT Operations and is an integral part of the Information Technology department.

This is a non-exempt, part-time position, working 24 hours per week including evenings and Saturdays as needed. Salary is $19.25 – 22.75 (DOE) plus benefits including Medical, Dental and Vision, ETO & 403B!

APPLICATION INSTRUCTIONS:
** For Immediate consideration , please apply on line at http://www.ppnorcal.org . Combine your resume & cover letter into one document when applying for this position. Resumes submitted to this website or PPNorCal job board without Cover Letters will not be considered .

CLOSING DATE: Until Filled

ESSENTIAL RESPONSIBILITIES INCLUDE:
Provide first tier IT support, prioritization, triage, documentation, and status for users’ interaction to the Help Desk. Notify users of the work order number, status of work orders, and returns voicemails and emails within the allotted time specified.

Answer calls and logs all incoming Help Desk calls into the Track-it system. Greet PPNorCal staff in the same professional manner when employees drop-in unexpectedly in the office.

Communicate to IT Technicians timely status of current issues on a regular basis in regards to open or unresolved tickets.

Maintain appropriate coverage of the Help Desk phone line to provide proper response to user needs and inquiries.

Prepare daily reconciliation of the outstanding requests/tickets, as well as compiling and timely distribution of the statistics.

Responsible for the extraction and distribution of operational reports and metrics requested by SeniorManagement on an as-needed basis.

Responsible for performing data entry tasks including but not limited to updating the status of open tickets in TrackIt; updating the customer on their request; closing tickets/requests as completed.

Create new user accounts; disable expired accounts. Perform password resets.

Update IT Hardware & Software adds, move and changes in the inventory tracking system.

Perform simple web updates.

Provide occasional back up support for the IT Technicians.

Accepts additional tasks as assigned, including but not limited to assembling workstations, imaging computers using ghost process, ordering hardware/software.

Ability to work weekends and evenings. Qualifications

Associate’s degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training working in a helpdesk setting; or equivalent combination of education and experience.

Broad knowledge of Microsoft Office Suite and Office 2007-2013.

A+ or Microsoft Certified Professional (MCP) desired.

Experience with Active Directory and Group Policy.

Thorough knowledge of the use of the internet, intranet and the use of shared drives.

Ability to use Citrix, GoToMeeting and Track It software, with the ability to coach staff on the use of the various software used at the agency.

Familiarity with the software installation for Raiser’s Edge, Great Plains and NextGen.

Skill in problem resolution, establishing work priorities and meeting deadlines.

Knowledge of healthcare setting is preferred.

Strong customer service skills with all user contacts.

Ability to communicate efficiently and effectively with all levels of contact, both verbally and in written formats.

Ability to work with little direction and manage multiple projects simultaneously.

Knowledge of technical terms and computer hardware and software troubleshooting.

Ability to produce detailed technical documentation.

Ability to describe technical issues using non-technical terminology.

Ability to take technical instruction from others to perform various computer operation duties.

Ability to work independently as well as in a team-oriented capacity.

Additional Information

Planned Parenthood Northern California is an equal opportunity employer and works affirmatively to include diversity among its staff and does not discriminate on the basis of race, color, ethnicity, religion, sex/gender identity, sexual orientation, national origin, age, disability, income, marital status or any other irrelevant dimension of diversity. PPNorCal values collaboration between employees of diverse backgrounds and experiences.