Job Description
Job Description
Job Title: Helpdesk Support I
Duration: 2+months
Location: 4500 Business Center Drive, Fairfield, CA 94534
Job Summary
The Helpdesk Support I professional provides first-level technical support to computer users by answering helpdesk calls, documenting service requests, troubleshooting basic technical issues, and routing unresolved problems to the appropriate IT support teams or vendors. This role also supports system monitoring, computer operations, hardware and software maintenance, and overall service quality.
Key Responsibilities
- Respond to incoming helpdesk calls, emails, voicemails, and self-service requests.
- Identify, assess, and prioritize technical issues based on their nature, urgency, and impact.
- Create and maintain detailed incident tickets in the Incident Management application.
- Troubleshoot and resolve basic technical issues remotely whenever possible.
- Route unresolved issues to the appropriate IT support staff or external vendors.
- Track incidents through resolution, escalate issues as required, and follow up with users to confirm satisfaction.
- Provide ticket numbers and keep customer contact information and incident records up to date.
- Answer frequently asked questions and update the knowledge base as needed.
- Monitor helpdesk emails and voicemail according to departmental policies and procedures.
- Support computer operations to maintain system availability and data integrity.
- Monitor applications, systems, interfaces, networks, and computer room equipment for errors or potential issues.
- Maintain the IT asset management database for hardware supported by the department.
- Assist with desktop hardware and software changes, including testing and implementing new or upgraded equipment and applications.
- Perform basic onsite technical tasks, such as resolving printer issues, replacing phone cords, and connecting or disconnecting equipment.
- Recommend and support process improvements to enhance IT service efficiency and cost-effectiveness.
Required Skills and Qualifications
- Strong customer service, technical troubleshooting, analytical, and organizational skills.
- Excellent verbal and written communication skills.
- Ability to explain technical issues to users with varying levels of IT knowledge.
- Strong problem-solving skills and the ability to identify and route issues to the appropriate support resources.
- Ability to prioritize and manage multiple tasks under pressure while maintaining accuracy and professionalism.
- Commitment to service excellence, including active listening, empathy, patience, and a customer-focused approach.
- Willingness to learn new technologies and collaborate with IT staff and vendors.
- Ability to work effectively in a healthcare environment and understand its unique operational requirements.
Education and Experience
- Associate degree in Computer Science or four years of equivalent work experience.
- Alternatively, two years of experience working at NorthBay in an IT Assistant role, performing the same duties as a Helpdesk Support I employee independently.