IT Help Desk Technician I (Onsite Role)… at TrueCare · San Marcos

Summary: TrueCare is a trusted healthcare provider serving San Diego and Riverside Counties, offering compassionate and comprehensive care to underserved communities. The Help Desk Technician I is responsible for providing basic technical assistance and support to end users for computer hardware, software and network related problems. Responsibilities: - Provide first line of response to requests for various hardware, software, peripheral, and networking technical assistance. These requests may come in the form of a phone call, email, or a ticket - Provide end-users with necessary steps to recognize, isolate, and resolve the problem as appropriate - Engage in research and troubleshooting to resolve technical issues - Determine the most effective ways to resolve technical issues - Resolve basic end-user problems and escalate, as appropriate - Use the ticket tracking system (JIRA) to document problems and their solutions - Ensure users are assigned appropriate resources - Perform on-site analysis, diagnosis, and resolution of PC problems and recommend and implement corrective hardware solutions - Install, upgrade, configure and troubleshoot computing and communication devices and peripherals - Apply security best practices - Accurately document instances of hardware failure, repair, installation, ordering, and removal both in the ticketing system and when necessary, in our asset tracking software - Stay current on personal computer and peripheral equipment changes and trends Required Qualifications: - High School Diploma or equivalent - At least one (1) year of experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting - One (1) year of customer support experience - Availability to work occasionally outside of normal shifts (e.g., 8am to 5pm) - Availability to cover a rotational on-call M-F as late as 8pm and Saturday 7am-5pm - Proficiency deploying and troubleshooting technical hardware - Proficiency in the operation and use of personal computers; utilizing Windows 11, Microsoft 365 applications, and Internet browsers Preferred Qualifications: - Associates degree in computer science, information systems or a related field - Experience in network troubleshooting, administration, and providing help desk support - A+, Network+, or Security+ certification - Proficiency with Citrix virtual desktops and its involvement in a clinical setting - Knowledge of Cisco Meraki networking equipment - Experience administrating Active Directory accounts and assets - Knowledge of M365 Admin Center and Azure Active Directory Required Skills: Hardware Troubleshooting, Windows 11, Microsoft 365, JIRA, Desktop Computer Systems Installation, Network Troubleshooting, Citrix Virtual Desktops, Cisco Meraki, Active Directory, Azure Active Directory, A+ Certification, Network+ Certification, Security+ Certification, Customer Support Benefits: Competitive Compensation, Competitive Time Off, Low-cost health, dental, vision & life insurance, Tuition Reimbursement, Employee Assistance program