IT Help Desk- Substance Abuse and Mental Health - Sovereign Health Group - Substance Abuse and Mental Health - Palm Desert, CA

Job Description: Reporting to the remote IT Manager, the Helpdesk Support is responsible for providing local and remote support and troubleshooting for any technical issues, based at the various Sovereign Health Group locations via phone, email and online to assist in fixing various laptop and desktop issues including printing, viruses, etc. on Microsoft Platform in a fast paced environment.
Duties and Responsibilities:

• Service Desk: Follows established procedures to independently manage troubleshooting and responding to incoming technical support phone calls and email requests for service for internal company staff working both locally and remotely.


• Hardware Support: Installs, configures, repairs and maintains computers, laptops, desktop operating systems, software and peripherals.


• Networks concepts for basic troubleshooting (network, wireless, remote access, etc.).


• Software and Application Support: MS Office 365 and other applications.


• Account Management: Creates and manages user networks, applications and email accounts.


• Asset Management: Keeps up-to-date records of IT related hardware, software and licensing. Also maintains the inventory database and related records for the local office.


• Documentation: Documents all requests received, work performed, communications and changes made.


• Provides technical assistance and support for incoming queries and issues related to computer systems, software and hardware.


• Responds to customer queries, either in person, over the phone or via email.


• Asks questions to determine the nature of problems and walks the customer through the problem-solving process.


• Installs, modifies and repairs computer hardware and software.


• Runs diagnostic programs to resolve problems.


• Follows up with customers to ensure issues have been resolved.


• Logs all help desk interactions and submits daily activity reports to the system.


• Collaborates and communicates with other team members.


• Liaises with the multimedia team to upload and provide recorded events or training videos for additional editing.


• Completes a daily report, communicates and liaises with the remote IT Manager.

Qualifications and Experience: The candidate must have minimum Two-year college degree, or equivalent, in computer science or related technical field, as well as a minimum of 1 year in a desktop/helpdesk/customer support role in a small to midsize computing environment. They must have experience installing, configuring, troubleshooting and supporting Windows/Microsoft client applications and hardware. They must have an understanding of network connectivity issues (LAN, Wireless TCP/IP) and experience supporting remote connection tools such as LogMeIn.They must have experience supporting video communication solutions such as projectors, Skype/Lync, WebEx, as well as experience supporting network printers, copiers, scanners, fax machines, etc.
The candidate will provide his or her own transportation and must possess a valid driver’s license & proof of insurance and work permit in the USA. They must be able to work independently and travel locally 20% of the time to company residences for local support.
Background checks and drug testing are required for all qualified candidates. Microsoft or A+ certification is a plus.

Skills and Competency: The successful candidate will possess excellent oral and written communications skills, interpersonal skills, critical thinking and problem resolution. They will demonstrate superior computer and word processing skills – i.e. knowledge of Microsoft Outlook, PowerPoint, Excel and Word – and an ability to research and organize information with strong attention to detail. They will be able to handle multiple projects simultaneously, prioritize effectively and maintain confidentiality of all information.
They will be solutions oriented, a strong self-starter with initiative and flexibility and responsive to the business needs. They will possess a proven ability to effectively and openly communicate with all levels of internal employees, managers and customers, demonstrating excellent interpersonal, verbal and written communication skills in this collaborative work environment.
They will be comfortable working in a fast-paced company environment with minimal direction and will be able to adjust workload based upon changing priorities. Able to work alone, they will also be comfortable working in a team with Helpdesk, Operations and IT Administrators. They must be self-motivated and organized with strong communication and customer service skills.
They will have the ability to listen actively when spoken to and effectively communicate their thoughts to others. They will be sensitive to religious, ethnic and cultural differences in others and show respect and empathy. They will have good time management skills and will actively seek to accomplish tasks and be able to use a variety of methods and ideas to solve problems whilst also being open to suggestions from others in order to find solutions.

Job Type: Full-time

Required experience:

• Computer Science: 2 years

Required education: