Information Technology (I.T.) Service Desk Specialist

Overview

We are recruiting for an I.T. Service Desk Specialist to join the team at our Corporate site in Fresno, CA.

This position reports to the Director of Information Technology and is accountable for tier 1 support to clinic employees, administration employees, physicians, and affiliates that use services provided by the IT Department. This position ensures all service requests are documented in the department's Information Technology Service Management (ITSM) systems.

Responsibilities

Summary of Responsibilities:

• Provides effective first-line interface with users seeking IT support.
• Receives calls for support, records and tracks incidents and complaints, keeping customers advised on request status and progress.
• Makes initial assessment of requests, attempts to resolve simple issues, or escalates to the appropriate service support staff.
• Other duties and projects as assigned.

Qualifications

EDUCATION:

• Associate degree or equivalent preferred.

LICENSE/CERTIFICATION:

• Information Technology certifications preferred.
• Valid driver's license.

PRIOR EXPERIENCE:

• Minimum 1 year of experience in a support or customer service role.

SKILLS:

• Experience with Microsoft Office Productivity Applications such as Word, Excel, PowerPoint, and Outlook.
• Effective presentation skills.
• Excellent verbal and written communication skills.
• Flexibility and dependability.
• Demonstrated good problem-solving skills and sound judgment.
• Able to handle multiple tasks simultaneously.
• Demonstrated good customer service, including patience, attentiveness, and emotional intelligence.
• Demonstrated professionalism, including self-regulation, accountability, and competency.

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 25 pounds and push up to 50 pounds (on wheels).
• Must be able to hear staff on the phone and those who are served in-person, and speak clearly in order to communicate information to patients and staff.
• Must be able to read memos, computer screens, and administrative documents.
• Must have high manual dexterity.
• Must be able to reach above shoulder level to work, and must be able to bend, squat, sit, stand, stoop, crouch, reach, kneel, twist/turn.
• Must be able to sit between 5-7 hours daily.
• Must possess close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus with glasses if needed.
• Must be able to work indoors and outdoors.
• Must be able to operate a motor vehicle to and from various sites at UHC.

The pay range for this non-exempt position starts at $23.10 an hour. Our salaries are dependent on knowledge, skills, and experience.

In addition, our comprehensive benefits package for regular status employees includes:

• Medical, Dental, and Vision insurance with low premium cost.
• Paid time off and paid holidays.
• 401k plan with matching contribution.
• Educational Assistance.
• Employee discounts and more!