Operations and Systems Tech I

Overview

To serve as first level production support for conference rooms, desktops, phones, printing, software and other computer related operations.  Analyzes, investigates, and resolves reported issues. Determines underlying sources for problems and escalates issues to next level of support if necessary.

Responsibilities

• Serves as first tier/level technical support for conference room, PC, phone, and printing issues.
• Fields incoming ServiceDesk requests from end users via Citrix Desktop Director, eMail, GotoAssist, Telephone, and Skype in a courteous manner.
• Records, tracks, and documents ServiceDesk incidents, including all communications, successful and unsuccessful decisions made, and actions taken to final resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Installs and validates that anti-virus and desktop monitoring software is functional and up to date.
• Serves as the Report Administrator responsible for running various routine HP jobs, reports, batch print jobs and check-ins.
• Acts as initial support for all desktop deployments, OS and application configuration, monitor(s), phone, and desktop setups including Telework deployments.
• Trains staff on use of hardware and software.
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software.
• Other duties as assigned.

Qualifications

Education and Experience

High school diploma or equivalent, plus 2-3 years of college, technical school, or business school. Must have working knowledge and troubleshooting experience in Windows (XP/7/10) network environments, LAN connectivity, MS Office, Outlook and Anti-Virus programs. Prior working experience with Active directory, Exchange 2012 environment, DHCP/DNS, Mobile Device OS (Android, Apple), Audio/Video collaboration, XenDesktop and VoIP are preferred. IT experience preferably in a Healthcare / Health-plan environment.

Special Skills, Licenses and Certifications

PC and Network troubleshooting. CompTIA A+, MCITP, MCDST or equivalent. Valid California driver’s license and proof of current automobile insurance compliant with Partnership policy are required to operate a vehicle and travel for company business.

Performance Based Competencies

Detail oriented, strong analytical and interpersonal skills.  Excellent verbal and written communications.  Ability to multi-task and to provide a high level of resourcefulness.

Work Environment And Physical Demands

More than 50% of work time is spent using a computer. When required, the ability to lift, carry, or move objects of varying size, weighing up to 35 lbs.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$33.65 - $40.38

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform.  The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.