Help Desk Specialist

DESCRIPTION: Responsible for providing technical support and assistance to our staff members in resolving IT-related issues. This is an entry-level position focused on handling helpdesk support tickets and ensuring timely and effective resolution.

SUPERVISION: Directly supervised by the Chief Information Officer.

TYPICAL PHYSICAL DEMANDS: Must be able to stoop, bend, climb, and lift equipment and installation of wiring. Must be able to lift up to 50 pounds unassisted and stand for periods of time.

RESPONSIBILITIES:

• Responding to helpdesk support tickets submitted by staff members.
• Maintain an adequate level of knowledge of HIPAA Privacy Rule.
• Diagnosing and troubleshooting technical issues related to hardware, software, and network connectivity. Accurately process requests and communicate through our support ticketing system in a timely manner.
• Providing guidance and instructions to users on resolving common IT problems.
• Escalating complex issues to senior IT staff or external vendors when necessary.
• Documenting helpdesk tickets, solutions provided, and maintaining accurate records.
• On-call support required.
• Work some nights and weekends required.
• Assisting with the setup and configuration of computer systems, peripherals, and software applications.
• Conducting basic training sessions for staff on IT tools and systems
• Collaborating with IT team members to improve helpdesk processes and procedures.
• Adhering to IT security policies and protocols to ensure data protection and system integrity.
• Maintaining a positive and professional attitude while delivering excellent customer service.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

• High school diploma or GED;
• Relevant certifications or technical training is preferred.
• Strong interest in IT and technology with a desire to learn and grow in the field.
• General understanding of computer networking concepts.
• Familiarity with troubleshooting network connectivity issues.
• Ability to travel between all clinic locations in 3 counties.
• Valid Texas Driver's License and minimum liability insurance.

SKILLS AND ABILITIES:

• Basic knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Intermediate knowledge of PC hardware concepts and component installation.
• Customer-focused mindset with a commitment to delivering quality support.
• Ability to interpret, understand and carry out instructions and orders.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Ability to maintain information confidentiality.
• Ability to effectively communicate verbally and in writing.
• Ability to work flexible hours.
• Willingness to work collaboratively as part of a team.

HUMAN RIGHTS:

Gateway Community Health Center, Inc. does not discriminate regardless of race, color, marital status, religion, sex, national origin, ancestry, physical or mental handicap or disability, age Vietnam era veteran status, or other grounds as applicable federal, state and local laws or regulations.

I hereby acknowledge that I have read and understand the above-mentioned job duties, qualifications, policies, and procedures. I certify that I have received a copy of this job description. I also understand this position is grant funded and therefore dependent on the availability of grant funds.

Posted Salary: DOE Non-Exempt OSHA Category 2