IT Support Specialist I (On-Site)

Position Summary:

The IT Support Specialist I will play an important role in providing first-level technical support for our IT systems and end-users across all locations. This role requires a technical understanding of systems and the ability to conduct basic troubleshooting efforts to ensure minimum downtime for our end-users. Additionally, this position requires a customer-focused mindset and the ability to work collaboratively within a team. The ideal candidate will have excellent customer service skills to provide effective technical support, while ensuring seamless operations and enhancing the end-user experience with every interaction within our fast-paced healthcare environment.

Essential Functions of the Job:

Technical Support:

• Serve as the first point of contact for IT support, answering incoming calls and promptly responding to issues reported via email, chat, and the self-service portal, ensuring a high level of customer service
• Provide remote troubleshooting assistance using remote desktop tools, resolving issues such as software glitches, network connectivity, and hardware malfunctions without requiring onsite visits, when possible
• Diagnose and resolve technical issues for end-users, escalating complex problems to higher-level support when necessary
• Document all support interactions accurately in the ticketing system to ensure proper tracking and follow-up on unresolved issues

Hardware and Software Management:

• Assist in the setup, installation, and configuration of computers, peripherals, and software applications

User Account Management:

• Modify user account access and/or permissions in Active Directory and other systems when requested to do so by senior staff or IT Management, always ensuring compliance with healthcare regulations and security protocols. This includes unlocking accounts and resetting passwords after properly conducting ID verification of the requester

Troubleshooting and Maintenance:

• Conduct routine checks, technical rounding contacts, and preventive maintenance on IT equipment, including computers, printers, and other peripherals
• Respond to and resolve issues related to network connectivity, including Wi-Fi access, VPN connections, and telecommunications services, providing quick resolutions to enhance user productivity

Documentation and Reporting:

• Maintain detailed and accurate records of all support requests, troubleshooting notes/screenshots, and resolutions in the IT ticketing system
• Analyze reports on common issues/solutions to help identify trends and escalate findings to senior IT staff in order to improve service delivery
• Collaborate with senior staff and IT management to develop and update knowledgebase articles, user manuals, and training materials that empower users to resolve common issues independently

User Training and Support:

• Provide basic remote training to end-users on software applications, security protocols, and best practices for IT usage, fostering a culture of IT literacy within the organization
• Facilitate webinars to enhance user skills and address basic and common challenges encountered by staff

Incident Management:

• Leverage our IT ticketing system to open, track, and resolve tickets, ensuring service level agreements (SLAs) are met, while providing updates to users regarding the status of their requests, and prioritizing issues based on urgency
• Ensure Incident, Service Request, and Problem ownership while promoting customer satisfaction
• Monitor the IT Service Desk and accurately route/escalate tickets to the Subject Matter Expert (SME) IT group, by using critical thinking and according to the nature of the request/incident, if First Contact Resolution (FCR) is not possible

Team Support:

• Ask questions when unsure of how to handle specific issues and take advantage of professional development opportunities, fostering a culture of knowledge sharing
• Act as an advocate for IT and our end-users to ensure their technological needs are met and we work towards a common goal
• Work closely with other IT team members to escalate issues as needed and ensure cohesive support services

Executive Team Support

• Monitor executive team support channels and quickly escalate incoming incidents/requests to senior staff so they can prioritize their prompt resolution

Additional Duties and Responsibilities:

Collaboration and Communication:

• Work closely with other IT team members to ensure cohesive service delivery and effective resolution of support requests, participating in regular team meetings to discuss ongoing issues and solutions
• Communicate technical information clearly and effectively to non-technical users, ensuring they feel supported and informed throughout the troubleshooting process
• Act as a communication vehicle to keep our users informed during new software deployments, updates, other IT related projects, and downtimes

Compliance and Security:

• Assist in maintaining compliance with healthcare regulations, ensuring that all support activities adhere to data privacy and security protocols
• Actively participate in security awareness initiatives, immediately reporting security incidents and assisting in implementing corrective measures, as directed
• Performs other related duties as assigned

Job Requirements

Experience Required:

• Minimum of 1 year of IT support experience, preferably in a call center within a healthcare environment

Education Required:

• High School Diploma or GED Equivalent 

Verbal and Written Skills Required to Perform the Job:

• Excellent oral and written communication skills, with focus in technical or instruction-oriented writing and in clearly communicating technical concepts over the phone, in person and in writing
• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members
• Ability to capture and communicate the context of a situation

Technical Knowledge and Skills Required to Perform the Job:

• Familiarity with Windows operating systems, Apple iOS, and common software applications
• Basic knowledge of Microsoft Operating Systems and Office productivity products
• Basic understanding of networking concepts and protocols
• Attention to detail
• Creative thinking and problem solving
• Ability to dig into and achieve understanding of a problem or request in order to offer the most appropriate possible solution
• Ability to work both independently and as a team member
• Ability to work on multiple assignments with minimal supervision

Equipment Used:

• Personal insured vehicle, Personal Computer, Telephone, other technology related tools and equipment

Working Conditions and Physical Requirements:

• Sitting in an ergonomically appropriate position for periods of time
• Significant lifting or adjusting of computer equipment in an average of 50 lbs.
• Office Environment
• Travel required, mainly within San Diego County

Universal Requirements:

Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment.

About Us San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family. The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 108,000 patients through a vast and integrated network of 47 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees. Apply today and become a part of our mission-driven team! San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment.  Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to race, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.