IT Helpdesk Operator II

Responsibilities

• Answers incoming IT service calls, responds to direct email requests and walk-up requests from PHC employees.
• Serves as first tier/level support tech for PC and phone issues, provides prompt support to end users on PC, phone, and other application issues.
• Maintains IT stock inventory to ensure equipment availability.
• Manages IT asset inventory.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitors and maintains IT stock inventory to ensure equipment availability.
• Manages IT asset inventory.
• Provides administrative and clerical assistance to the IT Operations team.
• Prepares purchasing and procurement documentation for IT Operations and serves as secondary resource for IT.
• Performs post-resolution follow-ups to help requests.
• Assists in coordination of IT equipment distribution and equipment return.
• Manages service desk customer satisfaction surveys.
• Coordinates, schedules and provides reporting of E-Waste pickups.
• Assists with scheduling New Hire onboarding and inventory tracking.
• Assists IT OPS Business Analyst with Return to Office and Telework deployments.
• Manages small projects associated to the IT Operations Tech OPS Teams.

Qualifications

• Associate’s or technical degree preferred; candidate must have worked in IT environment for at least three (3) to four (4) years in a similar capacity or experience within a Partnership HealthPlan Call Center environment would be highly considered.
• MS Office proficiency and Good Phone Communication Skills Required.
• Familiarity With Healthcare IT is a big plus.
• Familiar with Microsoft Active Directory and User Account Management.
• Working knowledge and troubleshooting experience in Windows (10/11) network environments, LAN connectivity, MS Office 365, Anti-Spam, and Anti-Virus preferred.
• Familiar with collaborative technologies (Webex, MS Teams).
• Minimum of 2 years working experience managing and entering tickets into a service system and/or working in a call center environment.
• COMPTIA A+, Microsoft 365 Fundamentals, or other equivalent desktop tech certifications are highly desirable.
• Highly proficient in learning new hardware and application software.
• Detail oriented and strong in analytical and interpersonal skills.
• Valid California driver’s license and proof of current automobile insurance compliant with PHC policy are required to operate a vehicle and travel for company business.