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IT Specialist

San Diego Regional Healthcare Infor

IT Specialist

San Diego, CA
Full Time
Paid
  • Responsibilities

    Job Description

    IT SPECIALIST RESPONSIBILITIES

    Include:

    • Taking ownership of customer issues reported and seeing problems through to resolution
    •  Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
    •  Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

    JOB BRIEF

    We are looking for an IT Specialist to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

    IT Specialist responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

    To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

    Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

    RESPONSIBILITIES

    • Research and identify solutions to software and hardware issues
    • Diagnose and troubleshoot technical issues, including account setup and network configuration
    • Ask customers targeted questions to quickly understand the root of the problem
    • Track computer system issues through to resolution, within agreed time limits
    • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
    • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
    • Provide prompt and accurate feedback to customers
    • Refer to internal database or external resources to provide accurate tech solutions
    • Ensure all issues are properly logged
    • Prioritize and manage several open issues at one time
    •  Follow up with clients to ensure their IT systems are fully functional after troubleshooting
    • Prepare accurate and timely reports
    • Document technical knowledge in the form of notes and manuals
    • Maintain jovial relationships with clients

    REQUIREMENTS

    • Proven work experience as an IT Specialist, Desktop Support Engineer, IT Help Desk Technician or similar role
    • Hands-on experience with Windows/Linux/Mac OS environments
    • Good understanding of computer systems, mobile devices and other tech products
    • Ability to diagnose and troubleshoot basic technical issues
    • Familiarity with remote desktop applications and help desk software (eg. Zendesk)
    • Familiarity with Cloud environments (eg. AWS, Google Cloud Platform, Azure)
    • Excellent problem-solving and communication skills
    • Ability to provide step-by-step technical help, both written and verbal
    • BS degree in Information Technology, Computer Science or relevant field
    • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

     

    Company Description

    http://sdhealthconnect.org/ San Diego Health Connect is the health information utility that unifies the San Diego healthcare ecosystem. We securely connect providers, patients, private health information exchanges (HIEs) and others to improve the quality and cost of care in our community. As a non-profit organization, we exist to serve every member of the community—and to make San Diego an even better place to live.