IT Support Technician I

Planned Parenthood of the Pacific Southwest is one of the largest providers of sexual and reproductive healthcare in Southern California, operating 20 health centers throughout our three-county region. Check out our new video, "We are Planned Parenthood of the Pacific Southwest” for more information about our organization: https://bit.ly/WeArePPPSW.
Care. No Matter What.
We are seeking a dedicated and customer-focused IT Support Technician I to join our team. In this role, you will play a vital part in ensuring the smooth operation of all Agency programs, hardware, and services supported by the IT department. Your responsibilities will include providing technical and application support, delivering exceptional customer service, and offering training to Agency personnel.

In this role, you'll get to:

• Identify, research, and resolve technical incidents and follow up with customers to ensure satisfactory resolution.
• Track, update, and monitor incidents and requests to ensure timely resolution and maintain updated ticketing for tracking purposes.
• Ensure proper problem escalation, notification, follow-up and continuity of requests escalated to Infrastructure, Clinical and Business Applications and InfoSec Teams.
•  Install, configure, test, maintain, and troubleshoot end user networked peripheral devices, workstation hardware, and client software.
• Travel extensively to various agency locations to provide onsite technical support.
• Be “on-call” for all periods as assigned by manager.
• Keep current on information regarding Agency's hardware and software. Maintain proficiency in IT systems, policies, and procedures as well as user support techniques.
• Under the direction of the IT Support Manager, assist and train both technical and non-technical staff in computer operations and software usage. Provide “train the trainer” support to management and trainers to ensure correct information is disseminated throughout the Agency.
• Enhance automation processes and coordinate with IT Department managers to recommend systems or production environment modifications or other corrective actions as appropriate.
• Participate in special projects as assigned.
• Protect the Agency by handling sensitive information with appropriate and required confidentiality per Agency and HIPAA standards.
• Attend mandatory meetings and training sessions.

Work Experience Requirements:

• Bachelors degree in computer science or related field or equivalent experience.
• 2+ years experience providing technical support to end users with a strong emphasis on customer service, preferably in a health care environment.
• 2+ years experience working with Active Directory and the latest Windows and Microsoft 365.
• 2+ years experience working within a helpdesk ticketing system.
• 2+ years of experience and demonstrated skills in troubleshooting and imaging hardware, software, printers and basic networking skills at the computer and server level.
• 2+ years experience working with virtual desktop solutions (VMWare, Horizon View).
• 2+ years healthcare operations and applications (EPIC, Willow) experience.
• 2+ years experience in Contact Center applications (cloud or hosted).
• 2+ years experience supporting cloud applications and/or VoIP phone systems.

Preferred Licenses and Certifications:

• CompTIA A+ Certification
• CCNA - Cisco Certified Network Technician
• Microsoft IT Professional (MCITP)

Additional Knowledge, Skills, and Abilities:

• Bilingual (English/Spanish) skills preferred.
• Willingness to travel to all admin, family planning and surgical centers required.
• Working knowledge and concepts of business and clinical applications required.
• Working knowledge and concepts of enterprise patch management required.
• Working knowledge in a VoIP environment required.
• Experience with configuration and support of Wyse thin clients preferred.
• Working knowledge and concepts of Group Policy required.
• Demonstrated skills in assimilating operational and technical concepts required.
• Demonstrated TCP/IP skills required.
• Must have excellent written and verbal communication and interpersonal skills required.
• Must be willing to follow departmental policies and procedures, both written and verbal.
• Must be able to handle multiple tasks successfully and work with little direct supervision and guidance required.
• Must be able to work nights/weekends when necessary required.
• Current California driver’s license and car insurance at Agency designated amounts; must have reliable transportation required.

We are the power