IT Helpdesk Operator II

Overview

To provide support to day-to-day IT production operations support, and systems and telecommunications support. In addition to the IT Helpdesk Operator I duties, the IT HelpDesk Operator II has a higher level of experience in HelpDesk management and resource coordination. The IT HelpDesk Operator II will also help identify HelpDesk inefficiencies and will work with IT leadership to improve upon HelpDesk work flows and service desk ticket processing. Supports help desk function with PC troubleshooting, schedules and coordinates conference room support tickets, performs software updates and maintains inventory of PCs, printers, peripherals, network, and other systems hardware. Serves as the first level for desktops, phones, software, and other computer related support to internal customers. Supports in building and rolling out of new PCs, assists in application projects rollout from operations perspective. Supports other IT Operations staff in coordination and scheduling of resources. Provides administrative support to IT Operations team. Manages and maintains IT asset inventory. Performs IT Operations purchasing duties. Learns IT Operations procedures and troubleshooting techniques from the Director of Network Operations and documents them.

Responsibilities

• Answers incoming IT service calls, responds to direct email requests and walk-uprequests from PHC employees.
• Logs incoming request into the IT Service Desk Ticketing system.
• Serves as first tier/level support tech for PC and phone issues, provides prompt support toend users on PC, phone, and other application issues.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes, schedules, and assigns tickets and work orders within the Service Desk.Escalates requests (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem-solving process, includingall successful and unsuccessful decisions made, and actions taken, through to finalresolution.
• Performs hands-on fixes at the desktop level, including installing and upgrading software,installing hardware, implementing file backups, and configuring systems andapplications.
• Performs preventative maintenance, including checking and cleaning of workstations,printers, and peripherals.
• 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 assecondary resource for IT.
• Performs post-resolution follow-ups to help requests.
• Assists in coordination of IT equipment distribution and equipment return.
• Manages and maintains service desk customer satisfaction surveys.
• Manages resource scheduling for all incoming meeting requests requiring Audio / Videosupport.
• 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.
• Coordinates, schedules and provides reporting of E-Waste pickups.
• Other duties as assigned.

Secondary Duties and Responsibilities

• Periodically works with IT staff on assigned projects
• Available by cell phone to assist in coordination of IT outages 24 hours a day/ 7 days aweek.

Qualifications

Education and Experience

Associate’s or technical degree preferred; candidate must have workedin IT environment for at least three (3) to four (4) years in a similarcapacity or experience within a Partnership HealthPlan Call Centerenvironment would be highly considered. MS Office proficiency andgood phone communication skills required. Familiarity with healthcareIT is a big plus. Familiar with Microsoft Active Directory and UserAccount Management. Working knowledge and troubleshootingexperience in Windows (10/11) network environments, LANconnectivity, 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 ticketsinto a service system and/or working in a call center environment.

Special Skills, Licenses and Certifications

COMPTIA A+, Microsoft 365 Fundamentals, or other equivalentdesktop tech certifications are highly desirable. Highly proficient inlearning new hardware and application software. Detail oriented andstrong in analytical and interpersonal skills. Valid California driver’slicense and proof of current automobile insurance compliant with PHCpolicy are required to operate a vehicle and travel for companybusiness.

Performance Based Competencies

Excellent oral and written communication skills. Excellent organizationof time and tasks, with ability to prioritize assignments and meetdeadlines. Ability to work under minimal supervision and exerciseindependent judgment. Diplomacy and tact in handling user softwareand PC problems. Willingness to take initial training and to continue tolearn new software, hardware, and network technologies

Work Environment And Physical Demands

Ability to use a computer keyboard. Hours are typically 7am to 4pm.More than 50% of work time is spent in front of a computer monitor.When required, ability to move, carry, or lift objects of varying size,weighing up to 35 lbs.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures as they may from time to time be updated.

HIRING RANGE:

$30.38 - $36.46

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.