Peak Vista Community Health Centers is a non-profit healthcare organization whose mission is to provide exceptional healthcare to people facing access barriers.  We provide primary care services (medical, dental and behavioral healthcare) through 25 outpatient health centers in El Paso, Teller, Lincoln, Adams, Elbert, and Kit Carson counties.  We deliver care with our strong “Hospitality” culture.  Our organization has over 800 employees and serves 82,000 patients in the Pikes Peak and East Central Plains region.  Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Job Summary (Essential Functions)

Primary daily responsibilities include: managing technical desktop support incidents and provide functional support and assistance to a professional user base. Follow specific processes and guidelines to ensure that tasks are completed consistently and efficiently.
 

• Receive and respond to user inquiries, and requests, via telephone, email, case tracking system professionally and with speed, accuracy and proficiency
• Troubleshoot and resolve problems to satisfy requests.   Do any necessary research and on the job training necessary to resolve incidents in a timely and efficient manner.
• Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
• Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
• Correctly refer unresolved problems to second level support technicians and/or groups when the situation requires.
• Interact with users, team members and management in a professional.
• Improve knowledge of, and ability to operate, all technical support tools and technologies
• Assist with administration and configuration of mobile devices.
• Perform desktop software and hardware installations.
• Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings, large group moves, and other assignments.
• Contribute technical solutions to the IT Knowledge Base
• Participate in projects and initiatives as directed by the Service Desk Manager.
• All other duties as assigned.

Qualifications

Education: High School Graduate or equivalent required.  Associates in Computer Science or equivalent in work experience preferred.

• 1 to 3 years IT support experience on a corporate Service Desk or in another technical support role
• Excellent writing, communication, and interpersonal skills
• Strong Analytical, troubleshooting and problem solving skills
• Demonstrated knowledge of PC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices
• Proficiency in Microsoft products and operating systems, certifications preferred
• Familiarity with resolving remote connectivity issues
• Ability to deal with multiple priorities in a fast-paced environment a must
• A+ or other first level certifications a plus
• Lift up to 50 lbs., safely and properly.

Adeptly navigate around office furniture for setup and repair of technical equipment


Physical Demands

OSHA Risk Level/Work Environment Hazards:  This position has been categorized as OSHA Level Three (See PVCHC's Exposure Control Plan for details).

Physical Demands: Frequent standing and walking, occasional long periods of sitting, moderate bending, moderate energy requirements, and frequent fine motoer skills.  Looking at computer screen continuously for long periods of time, hearing within normal range.  Must be able to lift 50 pounds.



*Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol free workplace an an Equal Opportunity Employer.