IT Helpdesk Support II Job at Momentum for Health
**M-F 8.30am-5.30pm**
Pay range is $38.47 to $45.67 per hour depending on the relevant years of experience.
We offer a competitive package of employee benefits for 30 to 40-hour week positions. You will receive a defined contribution amount of $13,050.18 per year. (prorated for part-time employees working less than 40 hours per week) to purchase the benefits of your choice on a cafeteria plan basis. Any amount of this defined contribution not used towards your benefits will be paid to you as taxable earnings. We offer a retirement plan with a generous employer match starting at 4% after one year of employment. Our paid time off is also more generous than many employers with vacation time accruing up to 25 days per year, 6 days of sick time per year and 12 paid holidays.
The benefits offered in our cafeteria plan are as follows:
- Medical benefits –Kaiser, ranging from $0 Deductible Plan with $15 Copay to $2,850 Deductible Plan with Health Savings Account (H.S.A.)
- Dental benefits –Guardian: 1 dental HMO and 2 PPOs
- Vision benefits – 2 options from Guardian VSP: a standard vision plan and an
enhanced vision plan
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provide operational and technical support to users via the telephone, using remote assistance tools, or should the need arise, by attendance to users at their place of work. *
- Resolve incidents and problems associated with end user computer equipment, software application, and provide break/fix support, advice, and assistance to users. *
- Maintain PCs (Windows 10 and Windows 11), peripherals, and assist in installing, integrating and configuring new computer systems and hardware for users. *
- Coordinate efforts with third-party service and maintenance providers as necessary to keep Agency’s equipment and software in good working order, following the authorized warranty and repair authorization process.
- Perform proactive and reactive troubleshooting to effectively identify potential incidents or problems and attempt to eliminate them before they occur. *
- Assist with access to WAN, LAN, print, and network services, remote access, and access to application, infrastructure, and utility server applications. *
- Perform all tasks associated with desktop/laptop and 8x8 VoIP to service-level agreement. *
- Maintain a high degree of customer service for all support queries and adhere to all service management principles. *
- Take ownership of user problems and be proactive when dealing with user issues. *
- Provide notice to all affected users of any installation, upgrade, patch or modification to any Agency software which would impact the user or otherwise be visible to the user. *
- Monitor recommended and required corrections to software from third-party vendors. Install third party-supplied corrections and patches to all approved software as necessary.
- Distribute and install software, and upgrades as required. For new third-party software, or new versions of existing deployed software, package and install software, and install upgrades. *
- Maintain a library of documentation that provides the knowledge base for IT operation team.
- Assist in planning, supervising, and following up on strategic IT projects.
- Perform other duties as assigned.
KNOWLEDGE, SKILL AND ABILITIES REQUIRED: (E = Essential; D = Desired)
- Bachelor’s degree in Computer Science/IT/MIS or equivalent technical education, or 4+ years of experience in technical field. (E)
- Additional achievements, education, and certifications:
- BSCS or equivalent formal training in computers, networks and scripting, or three years’ experience. (D)
- Additional achievements, education, and certifications:
- Must possess good fundamental understanding of all facets of computers, including Windows 10, Windows Server 2012 or higher. (E)
- Demonstrated technical support skills and Internet proficiency. (E)
- Knowledge of Active Directory, networking concepts. (E)
- Solid debugging skills and demonstrated ability to analyze user problems and perform initial diagnosis. (E)
- Demonstrated ability to document behavior, resolution, and workarounds. (E)
- Strong security awareness of Windows hosts and knowledge of TCP/IP. (E)
- Knowledge of VoIP concept, VPN and WAN. (D)
- Strong customer focus with the ability to work with technical staff and management with various levels of technical skills and backgrounds.
- Knowledge of HIPAA security regulations. (D)
- Self-motivated, with strong ability to work both independently and with teams and managers as appropriate. (D)
- Excellent communication skills and a demonstrated focus on customer service excellence.
- A valid California Driver License, with access to a reliable vehicle, current proof of auto liability insurance, and a clean DMV record. (E)
- Physical requirements needed to perform the essential functions of this job, with or without accommodation: (E)
- Hearing and talking on telephone and in person; standing, walking, sitting, and finger flexion are required constantly (over 2/3 of the workday); (E)
- Lifting/Carrying at least 35 to 50 pounds; pulling, bending, crouching, crawling, and kneeling are required occasionally (under 1/3 of the workday); (E)
- Sitting is required occasionally (under 1/3 of the workday); (E)
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