Role Overview

Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.
Troubleshoot and coordinate resolution to desktop communication problems, networking and remote system connections; troubleshoot software and equipment errors, and coach users in correcting reported problems.
Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction.
Prepare, maintain and follow technical documentation and procedures; perform preventative maintenance and repair hardware.
Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.
Carry out security administration by maintaining tables and adding, purging, and migrating users.
Assist in ensuring data integrity. Maintain confidentiality of all information contained in NVHC systems
Coordinate equipment deliveries, software licensing compliance, inventory, and asset control.
Consult with users on re-engineering business processes and the use of technology, products, and services; develop and conduct training in operation and use of hardware and software.
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Travel to health center locations when necessary
Follow and suggest updates to department procedures
Comply with HIPAA, OSHA and other regulatory requirements
Completion of other assignments made by department leadership

Requirements

High School diploma or equivalent and two years of experience in hardware/software support or Associate degree in related field
Networking and server management experience
Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
Must develop positive working relationship with teammates and customers

Benefits

Competitive compensation, with annual merit increases
Company sponsored PPO medical plan and buy-up option, vision, and dental plans
403(b) retirement plan with employer match
Generous time-off policy, and ten (10) paid holidays plus one (1) float holiday
Company paid life/AD&D and long-term disability policies

Nevada Health Centers

Open Positions (1)

Customer Service

IT Support Technician