Works within the vision, mission and philosophy of the agency. Provides first and second level helpdesk management support including direct response to consumer needs and/or routing needs to appropriate department support personnel. Ensures team collaboration and communication regarding consumer needs, coordinates or assigns strategies for resolution and documents all interactions to ensure response. Develops reports and conduct analysis to support department project improvement implementation a... more details
Who We Are
Pacific Clinics is California's largest community-based nonprofit provider of behavioral and mental health services and support. Our team of more than 2,000 employees speak 22 languages and are dedicated to offering hope and unlocking the full potential of individuals and families through culturally responsive, trauma-informed, research-based services for individuals and families from birth to older adults.
Who We Serve
Pacific Clinics serves children, transitional age youth, families, adults, and older adults. We offer a full range of mental and behavioral health services, foster care and social services, housing, continuing adult education and early childhood education programs to Medi-Cal eligible individuals and families throughout Alameda, Contra Costa, Fresno, Kings, Los Angeles, Madera, Orange, Placer, Riverside, Sacramento, San Bernardino, San Francisco, Santa Clara, Solano, Stanislaus, Stockton, Tulare and Ventura Counties.
What We Offer
- Compensation for this role pays up to $75,000. Compensation will vary based on qualifications, skills, experience, and geographic location. The salary range may vary if you reside in a different location or state than the location posted.
- We Offer Medical, Dental & Vision benefits, retirement options, Flex Spending, EAP, and more!
- Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve.
Position Summary
Works within the vision, mission and philosophy of the agency. Provides first and second level helpdesk management support including direct response to consumer needs and/or routing needs to appropriate department support personnel. Ensures team collaboration and communication regarding consumer needs, coordinates or assigns strategies for resolution and documents all interactions to ensure response. Develops reports and conduct analysis to support department project improvement implementation and maintenance.
Essential Duties and Responsibilities
- Answers and records helpdesk calls, responds to helpdesk emails and create tickets for escalation.
- Performs triage for helpdesk calls and emails and escalates to other team members as necessary.
- Prioritizes all calls for completion using the guidelines provided in the Helpdesk Escalation Policy.
- Researches issues and solutions as needed.
- Follows up with consumers to ensure that their needs have been met and to communicate when issues have been resolved.
- Reviews open tickets and Helpdesk email inbox daily to identify calls that are about to exceed the standard response time.
- Coordinates schedule with other IT staff to ensure that phones/emails/ticket inbox are covered during office hours.
- Provides internal desktop/laptop support by troubleshooting; resolves software and hardware issues.
- Provides support and installation of applications on agency computers and cell phones
- Coordinates with other IT areas to resolve problems as necessary.
- Performs installation, upgrade and configuration of laptop/desktop systems, network and mobile devices.
- Assembles and disassembles computer stations and peripheral equipment when necessary.
- Provide guidance to users and other team members in a patient, kind manner.
- Identifying root-causes of operational issues and process inefficiencies.
- Performs other related responsibilities, as assigned, to support specific department/business needs.
- Interacting with management and staff to provide analytical and technical assistance.
- Troubleshoot LAN/WAN issues
- Maintaining agency inventory and asset management.
AGENCY CORE COMPETENCIES
- Continuous Quality Improvement and Continuous Learning • Focuses on quality of work and accomplishes tasks by considering all of the areas involved.
- Understands the level of quality expected in the job.
- Continuously builds and leverages technical and professional expertise.
- Establishes and adheres to procedures to improve work and skills.
- Innovation and Change Management
- Ethics and values
- Adheres to the principles of ethical practices and values.
- Acts with integrity and is widely trusted.
- Is seen as a direct, truthful individual.
- Can present the unvarnished truth in an appropriate and helpful manner.
- Maintains confidentiality.
- Admits mistakes.
- Demonstrates the following values
- Innovation
- Communication
Service Excellence
These are the principle we adhere to in our work with each other, those we serve, and the communities in which they live;
- Strengths-based
- Family Centered
- Individualized
- Community-based
- Team-based
- Culturally Competent
- Collaborative and Integrative
- Natural Supports
- Persistence
- Flexible and Accessible
- Outcomes Driven
- Needs Driven
- Customer Service
JOB SPECIFIC COMPETENCIES
- Computer Operations
- Encourages Customer Focus
- Learning On The Fly
- Process/Organizational Management
- Collaborates with other Team Members
Experience / Requirements
- High School diploma or GED required.
- Minimum three (3) year of experience supporting Microsoft Windows hardware and software in a networked domain environment.
- Minimum three (3) year of experience of troubleshooting in a multi-user environment.
- Minimum three (3) year of experience in PC repair, troubleshooting, deployment and liquidation.
- And/or CompTIA A+ certificate.
- Experience in the following technologies:
- Microsoft Windows 10/11 operating systems.
- Microsoft O365 suite of applications.
- Familiar with Active Directory and Azure
- Network hardware including switches and routers
Physical Requirements
While performing these duties, the employee is required to perform the following physical tasks when the need arises:
- Lift and/or move up to 40 pounds.
- Drive a car.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Equal Opportunity Employer
We will consider for employment qualified Applicants with Criminal Histories in a manner consistent with ordinance 184652 Sec.189.04 (a) and San Francisco Police Code, Article 49. Section 4905.
