Helpdesk Analyst/Technician
Planned Parenthood of Orange and San Bernardino Counties · Anaheim, CA · 1 mo ago
Information Technology$25/hrFull-time
We need to output HTML fragment with sections: About the role (maybe Overview), Responsibilities, Requirements (Qualifications), Benefits, Pay, Schedule? The posting includes benefits, salary range, schedule (flexible hours, weekends, shift rotation). So we need sections for Benefits, Pay, Schedule. Also maybe Overview as About the role. Use for each section heading. Use
for each section heading. Use - for lists. Use
for prose.
We must not repeat job title as heading. No Job ID. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Disclosures" EEO text. Remove "Physical Requirements" maybe? It's substantive? It's about physical requirements; but not required to include as a section unless we have heading? The instruction: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. Physical Requirements is specific content; we could include a section maybe "Physical Requirements". But we have limited headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They gave examples but not exhaustive; we can add other headings if needed. However they said use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That suggests we should stick to those headings; but we could also add others if needed? Safer to stick to those. Physical Requirements could be folded into Requirements or Qualifications? Probably include under Requirements or Qualifications as a bullet. But they said use those headings for section headings; we can still include other headings if needed but maybe not required. I'll include sections: About the role (from Overview), Responsibilities, Requirements (combining Qualifications and maybe Skills), Benefits, Pay, Schedule.
We need to preserve all substantive information. Let's extract.
Overview: Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a Helpdesk Analyst/Technician in Anaheim, CA. Purpose: help ensure delivery of quality care to patients providing comprehensive application and technical support for clinical staff and users of other business units. IT Helpdesk Analyst will provide first line application and technical support to internal staff. Successful candidate will require aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated issues. A high standard of customer service and professionalism will be demonstrated in all interactions.
We can put that as About the role.
Responsibilities: list from "Essential Functions:" bullet points. Let's extract each:
- Perform first level diagnosis and troubleshooting support to end-users and customers.
- Receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies.
- Escalate complex incidents to second-level support personnel when appropriate.
- Provide support to remote end users using various remote tools such as Microsoft SCCM and LogMein.
- Provide application support for all deployed software in the agency, by delivering support to business users and investigating and resolving application issues, data discrepancies, and functionality.
- Monitor the progress of requests for application support and ensure users are kept informed.
- Provide technical desktop and virtual machine support.
- Image, deploy, and manage Windows 10, Microsoft Office, and/or required client applications.
- Effectively use help desk ticketing system JIRA for tracking, managing, and resolving ticket requests.
- Update Confluence knowledge base with SOPs that detail common problems and solutions.
- Provide configuration and troubleshooting of desktop email clients (MS Outlook, Web Outlook mail, etc.), mobile device email (iOS and Android), Web browsers (IE, Chrome, Firefox, Safari, etc.) and eClinicalWorks (EHR System).
- Provide technical support for account access by managing Windows Active Directory and all supporting applications.
- Additional Skills/Requirements (maybe part of Responsibilities? Actually they are separate but we can include under Requirements). But we have list of additional skills after responsibilities: Excellent written and verbal communication skills. Ability to work independently, take initiative, work effectively with minimal supervision and take direction as required for carrying out responsibilities. Maintain confidentiality and exercise good judgement. Strong knowledge of standard business processes, software and equipment. Ability to interact with people in a wide variety of roles, interpret their needs, and provide an excellent customer service experience. Ability to learn quickly and digest technical information. Ability to work successfully in a team environment. Troubleshoot and resolve basic network and server access problems for end users. Troubleshoot and resolve issues with WAN/LAN, WLAN, Firewall, VPN, etc. systems when possible from the helpdesk. Setup new phones in Cisco Call Manager. Support PC hardware, printers, scanners, computer peripherals, and mobile devices (iOS, Android). Support client PC connectivity – Ethernet, TCP/IP and VPN. Install, test and configure new workstations, peripheral equipment and software. Manage PC setup and deployment for new employees using standard hardware, images and software. Perform timely workstation hardware and software upgrades as required. File server knowledge for troubleshooting. Support audio and video equipment in conference rooms.
These could be under Skills or Requirements. We'll treat them as Requirements/Skills.
Qualifications section: includes Minimum Education, Minimum Work Experience, Agency Standard Requirements, plus earlier list of qualifications (strong commitment to quality healthcare, excellent communication skills, analytical thinking, ability to handle varied tasks, mature judgment, initiative, critical thinking, relate to diverse communities, ability to train staff, accuracy, availability to work flexible hours including weekends, participate in shift rotation for weekend coverage, participate in weekly site visits to health centers to service IT related equipment, willing to work over weekends, ability to function at high level in team-oriented environment). Also Agency Standard Requirements: strong commitment to quality healthcare and excellent customer service required; must thrive in fast paced rigorous environment with changing priorities; ability to meet deadlines and work under pressure; must demonstrate high level computer skills including Microsoft Word, Excel and Outlook; electronic medical records experience may also be required; position requires travel to other sites and locations; if using personal vehicle, valid CA driver’s license and current auto insurance compliance with CA vehicle code required; Abortion patients are cared for... supporting these critical services is essential job duty.
We need to preserve all substantive info. We'll combine into Requirements section with bullet points.
Benefits: list: competitive benefits package including medical, dental, vision coverage for you and eligible dependents, life insurance, long term disability. Benefits coverage starts after one full month of employment! Generous vacation, sick, and holiday benefits! Generous 401(k) matching contributions and more! To view detailed benefits guide, visit career site at www.pposbccareers.org
We should keep that.
Pay: Minimum Salary Range USD $25.00/Hr. Maximum Salary Range USD $35.32/Hr.
Schedule: Availability to work flexible hours including weekends. Participate in shift rotation to provide weekend coverage for Health Centers. Participate in weekly site visits to the health centers to service IT related equipment. Willing to work over the weekends. Also maybe "flexible hours". We'll capture.
Now produce HTML.
We need to use for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not include any markdown fences.
Let's craft.
Section About the role:
About the role
...
Responsibilities: Responsibilities
- ... each bullet
Requirements: Requirements
- ... each bullet
Benefits: Benefits
- ... each bullet
Pay: Pay
Minimum Salary Range USD $25.00/Hr. Maximum Salary Range USD $35.32/Hr.
Schedule: Schedule
- ... each bullet
Make sure to preserve all info.
Let's extract details precisely.
About the role prose:
"Overview Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a Helpdesk Analyst/Technician in Anaheim , CA. The purpose of this role is to help ensure the delivery of quality care to our patients providing comprehensive application and technical support for clinical staff and users of other business units. The IT Helpdesk Analyst will provide first line application and technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated issues. A high standard of customer service and professionalism will be demonstrated in all interactions."
We'll clean extra spaces.
Now Responsibilities bullets list:
From "Essential Functions:" list:
- Perform first level diagnosis and troubleshooting support to end-users and customers.
- Receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies.
- Escalate complex incidents to second-level support personnel when appropriate.
- Provide support to remote end users using various remote tools such as Microsoft SCCM and LogMein.
- Provide application support for all deployed software in the agency, by delivering support to business users and investigating and resolving application issues, data discrepancies, and functionality.
- Monitor the progress of requests for application support and ensure users are kept informed.
- Provide technical desktop and virtual machine support.
- Image, deploy, and manage Windows 10, Microsoft Office, and/or required client applications.
- Effectively use help desk ticketing system JIRA for tracking, managing, and resolving ticket requests.
- Update Confluence knowledge base with SOPs that detail common problems and solutions.
- Provide configuration and troubleshooting of desktop email clients (MS Outlook, Web Outlook mail, etc.), mobile device email (iOS and Android), Web browsers (IE, Chrome, Firefox, Safari, etc.) and eClinicalWorks (EHR System).
- Provide technical support for account access by managing Windows Active Directory and all supporting applications.
Now Additional Skills/Requirements list (we can include under Requirements or Skills). We'll include under Requirements.
Additional Skills/Requirements bullets:
- Excellent written and verbal communication skills.
- Ability to work independently, take initiative, work effectively with minimal supervision and take direction as required for carrying out responsibilities.
- Maintain confidentiality and exercise good judgement.
- Strong knowledge of standard business processes, software and equipment.
- Ability to interact with people in a wide variety of roles, interpret their needs, and provide an excellent customer service experience.
- Ability to learn quickly and digest technical information.
- Ability to work successfully in a team environment.
- Troubleshoot and resolve basic network and server access problems for end users.
- Troubleshoot and resolve issues with WAN/LAN, WLAN, Firewall, VPN, etc. systems when possible from the helpdesk.
- Setup new phones in Cisco Call Manager.
- Support PC hardware, printers, scanners, computer peripherals, and mobile devices (iOS, Android).
- Support client PC connectivity – Ethernet, TCP/IP and VPN.
- Install, test and configure new workstations, peripheral equipment and software.
- Manage PC setup and deployment for new employees using standard hardware, images and software.
- Perform timely workstation hardware and software upgrades as required.
- File server knowledge for troubleshooting.
- Support audio and video equipment in conference rooms.
Now Qualifications bullets (including Minimum Education, Minimum Work Experience, Agency Standard Requirements, plus earlier list of qualifications like strong commitment, etc.) We'll combine.
Qualifications bullets:
- Strong commitment to quality healthcare and providing excellent customer service.
- Excellent communication skills and ability to interpret issues/requests, with a positive, professional and welcoming demeanor.
- Demonstrate analytical thinking skills by understanding a problem or situation by breaking it down systematically into its component parts and identifying the relationships between those parts.
- Ability to handle varied tasks simultaneously and work well under pressure.
- Ability to demonstrate mature judgment, initiative and critical thinking.
- Ability to relate to diverse communities.
- Ability to train staff in basic troubleshooting techniques.
- Accuracy and attention to detail
for prose. We must not repeat job title as heading. No Job ID. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Disclosures" EEO text. Remove "Physical Requirements" maybe? It's substantive? It's about physical requirements; but not required to include as a section unless we have heading? The instruction: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. Physical Requirements is specific content; we could include a section maybe "Physical Requirements". But we have limited headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They gave examples but not exhaustive; we can add other headings if needed. However they said use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That suggests we should stick to those headings; but we could also add others if needed? Safer to stick to those. Physical Requirements could be folded into Requirements or Qualifications? Probably include under Requirements or Qualifications as a bullet. But they said use those headings for section headings; we can still include other headings if needed but maybe not required. I'll include sections: About the role (from Overview), Responsibilities, Requirements (combining Qualifications and maybe Skills), Benefits, Pay, Schedule.
We need to preserve all substantive information. Let's extract.
Overview: Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a Helpdesk Analyst/Technician in Anaheim, CA. Purpose: help ensure delivery of quality care to patients providing comprehensive application and technical support for clinical staff and users of other business units. IT Helpdesk Analyst will provide first line application and technical support to internal staff. Successful candidate will require aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated issues. A high standard of customer service and professionalism will be demonstrated in all interactions.
We can put that as About the role.
Responsibilities: list from "Essential Functions:" bullet points. Let's extract each:
- Perform first level diagnosis and troubleshooting support to end-users and customers.
- Receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies.
- Escalate complex incidents to second-level support personnel when appropriate.
- Provide support to remote end users using various remote tools such as Microsoft SCCM and LogMein.
- Provide application support for all deployed software in the agency, by delivering support to business users and investigating and resolving application issues, data discrepancies, and functionality.
- Monitor the progress of requests for application support and ensure users are kept informed.
- Provide technical desktop and virtual machine support.
- Image, deploy, and manage Windows 10, Microsoft Office, and/or required client applications.
- Effectively use help desk ticketing system JIRA for tracking, managing, and resolving ticket requests.
- Update Confluence knowledge base with SOPs that detail common problems and solutions.
- Provide configuration and troubleshooting of desktop email clients (MS Outlook, Web Outlook mail, etc.), mobile device email (iOS and Android), Web browsers (IE, Chrome, Firefox, Safari, etc.) and eClinicalWorks (EHR System).
- Provide technical support for account access by managing Windows Active Directory and all supporting applications.
- Additional Skills/Requirements (maybe part of Responsibilities? Actually they are separate but we can include under Requirements). But we have list of additional skills after responsibilities: Excellent written and verbal communication skills. Ability to work independently, take initiative, work effectively with minimal supervision and take direction as required for carrying out responsibilities. Maintain confidentiality and exercise good judgement. Strong knowledge of standard business processes, software and equipment. Ability to interact with people in a wide variety of roles, interpret their needs, and provide an excellent customer service experience. Ability to learn quickly and digest technical information. Ability to work successfully in a team environment. Troubleshoot and resolve basic network and server access problems for end users. Troubleshoot and resolve issues with WAN/LAN, WLAN, Firewall, VPN, etc. systems when possible from the helpdesk. Setup new phones in Cisco Call Manager. Support PC hardware, printers, scanners, computer peripherals, and mobile devices (iOS, Android). Support client PC connectivity – Ethernet, TCP/IP and VPN. Install, test and configure new workstations, peripheral equipment and software. Manage PC setup and deployment for new employees using standard hardware, images and software. Perform timely workstation hardware and software upgrades as required. File server knowledge for troubleshooting. Support audio and video equipment in conference rooms.
These could be under Skills or Requirements. We'll treat them as Requirements/Skills.
Qualifications section: includes Minimum Education, Minimum Work Experience, Agency Standard Requirements, plus earlier list of qualifications (strong commitment to quality healthcare, excellent communication skills, analytical thinking, ability to handle varied tasks, mature judgment, initiative, critical thinking, relate to diverse communities, ability to train staff, accuracy, availability to work flexible hours including weekends, participate in shift rotation for weekend coverage, participate in weekly site visits to health centers to service IT related equipment, willing to work over weekends, ability to function at high level in team-oriented environment). Also Agency Standard Requirements: strong commitment to quality healthcare and excellent customer service required; must thrive in fast paced rigorous environment with changing priorities; ability to meet deadlines and work under pressure; must demonstrate high level computer skills including Microsoft Word, Excel and Outlook; electronic medical records experience may also be required; position requires travel to other sites and locations; if using personal vehicle, valid CA driver’s license and current auto insurance compliance with CA vehicle code required; Abortion patients are cared for... supporting these critical services is essential job duty.
We need to preserve all substantive info. We'll combine into Requirements section with bullet points.
Benefits: list: competitive benefits package including medical, dental, vision coverage for you and eligible dependents, life insurance, long term disability. Benefits coverage starts after one full month of employment! Generous vacation, sick, and holiday benefits! Generous 401(k) matching contributions and more! To view detailed benefits guide, visit career site at www.pposbccareers.org
We should keep that.
Pay: Minimum Salary Range USD $25.00/Hr. Maximum Salary Range USD $35.32/Hr.
Schedule: Availability to work flexible hours including weekends. Participate in shift rotation to provide weekend coverage for Health Centers. Participate in weekly site visits to the health centers to service IT related equipment. Willing to work over the weekends. Also maybe "flexible hours". We'll capture.
Now produce HTML.
We need to use for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not include any markdown fences.
Let's craft.
Section About the role:
About the role
...
Responsibilities: Responsibilities
- ... each bullet
Requirements: Requirements
- ... each bullet
Benefits: Benefits
- ... each bullet
Pay: Pay
Minimum Salary Range USD $25.00/Hr. Maximum Salary Range USD $35.32/Hr.
Schedule: Schedule
- ... each bullet
Make sure to preserve all info.
Let's extract details precisely.
About the role prose:
"Overview Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a Helpdesk Analyst/Technician in Anaheim , CA. The purpose of this role is to help ensure the delivery of quality care to our patients providing comprehensive application and technical support for clinical staff and users of other business units. The IT Helpdesk Analyst will provide first line application and technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated issues. A high standard of customer service and professionalism will be demonstrated in all interactions."
We'll clean extra spaces.
Now Responsibilities bullets list:
From "Essential Functions:" list:
- Perform first level diagnosis and troubleshooting support to end-users and customers.
- Receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies.
- Escalate complex incidents to second-level support personnel when appropriate.
- Provide support to remote end users using various remote tools such as Microsoft SCCM and LogMein.
- Provide application support for all deployed software in the agency, by delivering support to business users and investigating and resolving application issues, data discrepancies, and functionality.
- Monitor the progress of requests for application support and ensure users are kept informed.
- Provide technical desktop and virtual machine support.
- Image, deploy, and manage Windows 10, Microsoft Office, and/or required client applications.
- Effectively use help desk ticketing system JIRA for tracking, managing, and resolving ticket requests.
- Update Confluence knowledge base with SOPs that detail common problems and solutions.
- Provide configuration and troubleshooting of desktop email clients (MS Outlook, Web Outlook mail, etc.), mobile device email (iOS and Android), Web browsers (IE, Chrome, Firefox, Safari, etc.) and eClinicalWorks (EHR System).
- Provide technical support for account access by managing Windows Active Directory and all supporting applications.
Now Additional Skills/Requirements list (we can include under Requirements or Skills). We'll include under Requirements.
Additional Skills/Requirements bullets:
- Excellent written and verbal communication skills.
- Ability to work independently, take initiative, work effectively with minimal supervision and take direction as required for carrying out responsibilities.
- Maintain confidentiality and exercise good judgement.
- Strong knowledge of standard business processes, software and equipment.
- Ability to interact with people in a wide variety of roles, interpret their needs, and provide an excellent customer service experience.
- Ability to learn quickly and digest technical information.
- Ability to work successfully in a team environment.
- Troubleshoot and resolve basic network and server access problems for end users.
- Troubleshoot and resolve issues with WAN/LAN, WLAN, Firewall, VPN, etc. systems when possible from the helpdesk.
- Setup new phones in Cisco Call Manager.
- Support PC hardware, printers, scanners, computer peripherals, and mobile devices (iOS, Android).
- Support client PC connectivity – Ethernet, TCP/IP and VPN.
- Install, test and configure new workstations, peripheral equipment and software.
- Manage PC setup and deployment for new employees using standard hardware, images and software.
- Perform timely workstation hardware and software upgrades as required.
- File server knowledge for troubleshooting.
- Support audio and video equipment in conference rooms.
Now Qualifications bullets (including Minimum Education, Minimum Work Experience, Agency Standard Requirements, plus earlier list of qualifications like strong commitment, etc.) We'll combine.
Qualifications bullets:
- Strong commitment to quality healthcare and providing excellent customer service.
- Excellent communication skills and ability to interpret issues/requests, with a positive, professional and welcoming demeanor.
- Demonstrate analytical thinking skills by understanding a problem or situation by breaking it down systematically into its component parts and identifying the relationships between those parts.
- Ability to handle varied tasks simultaneously and work well under pressure.
- Ability to demonstrate mature judgment, initiative and critical thinking.
- Ability to relate to diverse communities.
- Ability to train staff in basic troubleshooting techniques.
- Accuracy and attention to detail
- for any list of duties/requirements/benefits. Use
for prose. We must not include any markdown fences. Let's craft. Section About the role:
About the role
...
Responsibilities:Responsibilities
- ... each bullet
Requirements
- ... each bullet
Benefits
- ... each bullet
Pay
Minimum Salary Range USD $25.00/Hr. Maximum Salary Range USD $35.32/Hr.
Schedule:Schedule
- ... each bullet