IT Help Desk Support

PLANNED PARENTHOOD SOUTHWEST OHIO REGIONJOB DESCRIPTIONPOSITION:

Help Desk Support – Level 2

DEPARTMENT:

OperationsREPORTS TO:

COO

STATUS:

Non-Exempt (Full-time)UPDATED:

May 2023JOB SUMMARY

:

Provide secondary support, maintenance, and training for IT systems/hardware. Participates in onboarding of new employees on IT systems and works with CHN and affiliate leadership to ensure the IT systems function well. Travels to all PPSWO buildings when necessary to troubleshoot and repair hardware, software, and wiring issues. Perform in this position in accordance with the agency’s expectations for Customer Service, Teamwork, and Interpersonal Relations.RESPONSIBILITIES

:Desktop Support:Configure, install, and repair all affiliate hardware.Install and maintain affiliate software applications in conjunction with CHN.Provide technical support and on-site training to end-users.Network Administrator:In consultation with CHN, provide on-site technical support to affiliate computer networks.Maintain security of network, especially anti-virus measures.Exchange Administrator:Support, maintain, and troubleshoot Exchange server hardware, software, and connections.Maintain affiliate mailbox accounts, distribution lists, public folders, and shared calendars.Leads the IT portion of new employee orientation and ensures all users are able to access all applications as assigned. Monitor system utilization, capacity, and efficiency. Act as general overall technical hardware/software troubleshooter for all clinic sites. Plan and recommend changes in systems software applications, communications configurations, user requirements based on affiliate plans and direction, and system performance. Work in coordination with the IT Director on PMS and other IT projects. Perform other duties as assigned by supervisor.KNOWLEDGE AND SKILL REQUIREMENTS

:Associates Degree in Computer Science or related field and/or three (3) years’ experience with personal computers in a networked environment; or equivalent training is preferred.A background in health clinic operations, medical billing and/or patient management software is highly desirable.Experience with desktop, hardware, software and operating systems, including diagnostics and maintenance procedures.Experience with Help Desk functions and procedures.Passionate commitment to PPSWO’s mission and values related to health equity, especially centering on racial equity, and a deep sense of accountability to community. Demonstrated understanding of the role that racial inequity plays in our society and its impact on healthcare systems and care delivery.Demonstrated ability to be responsive to changing priorities and simultaneously handle multiple complex initiatives. Strong attention to detail.A demonstrated ability to work and build trust across cultural differences as well as to effectively communicate across differences related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability.Demonstrated excellent customer service, verbal, and written communication skills.Working knowledge of Microsoft applications.Excellent organizational skills, attention to detail, and the ability to keep organizational systems well organized and up to date.Able to write and speak English.Demonstrated ability to present information in a clear and concise manner, instruct others in the use of software applications and provide computer support.Ability to communicate professionally with individuals of diverse backgrounds in a non-judgmental manner.Commitment to PPSWO’s mission, goals and objectives.PHYSICAL REQUIREMENTS/WORKING CONDITIONS

:Ability to lift and/or move up to 25 pounds, sit, talk, hear, stand, bend, walk; use hands and fingers, handle or operate objects, reach with hands and arms; climb and balance; stoop, kneel, crouch, crawl, and use repetitive motions of the hands and wrists.Ability to get to the work site; also other PPSWO health centers and meetings when required.REQUIREMENTSHepatitis B and MMR Immunization recordsCOVID Vaccine CardFlu VaccinationReferences (5, 2 former supervisors, colleagues) email addressesBENEFITSVoted top place to workSupportive team environment11 Paid holidays a yearMatching 401kHealth care planExtensive training programStarting $ 23.00

- $27.00 Hourly, based on experience.

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