Help Desk Specialist

Pasadena, CA | Temporary to Permanent

Post Date: 09/22/17 Job ID: 17072801- SDPA Industry or Function: Administration Compensation: $25.00 to $30.00 an hour

JOB #: 17072801- SDPA

The Help Desk Specialist provides phone support and field support to users of microcomputers in a network environment using the Spiceworks Helpdesk system. This position supports desktop operating systems (e.g. Windows 7, 8.1, 10 & Office 365), business suites (e.g. Office 2010, Office 2013), electronic mail communications (e.g. Outlook 2010 & 2013) and the Cisco Unified communication system, as well as, LAN/WAN connectivity issues. Reports to the Director of IT and the Technology Support Specialist

Job Duties:
• Supports and promotes the mission of the Agency
• Provides end user support; including problem determination (hardware, software, process), problem source identification (specific hardware, software, network component, or usage error) and problem resolution (reconfiguration, component replacement, or training).
• Perform adds/moves/delete using active directory & Cisco unified communications manager (phone, virtual extension, BYOD) and Cisco Unity Connection (voicemail administration) systems.
• Supports and troubleshoots computer and communications hardware and infrastructure components, provide backup (LAN/WAN) troubleshooting and network administration support as required.
• Moves, replaces and configures system components (e.g. hard drives, monitors, printers, cables, system units, option boards, etc.) using available resources or knowledge when necessary.
• Tracks and documents work performed and time spent using Spiceworks helpdesk system.
• Takes inventory of current equipment in IT department using spreadsheets and Spiceworks.
• Documents workflows, creates Step by Step & “How To” Training Manuals for end-users.
• Communicates workflow and quality assurance concerns to IT Director and Technical Support Specialist and any affected personnel.
• Troubleshoots technology issues steming from the use of the Welligent & ChildPlus systems and participates and stays updated with electronic health record system support requests and upgrades.
• Travels to various office locations when needed to install, troubleshoot and repair Desktop/Laptops, Cisco phone system, and LAN/WAN network issues.
• Maintains a neat and accessible work environment.
• Assists with ongoing IT projects and attends weekly IT meetings
• Works well in a team environment, sharing responsibilities and outcomes of projects both within the department and across the Agency.
• Displays sensitivity to the service population’s cultural and socioeconomics
• Performs work in a safe manner at all times and ensures employees are abiding by safety practices; takes action when employees put themselves or others at risk.
• Follows all policies, procedures, and legal mandates including HIPAA, client confidentiality, releases of information, protected health information (PHI) and client files.
• Follows all policies, procedures and legal mandates including HIPAA, client confidentiality, releases of information, protected health information (PHI) and client files.
• Ensures performance and behaviors support the Agency’s performance quality
improvement (PQI) goals and objectives.
• Reports to work on time and maintains reliable and regular attendance.
• Performs other duties as assigned.

Salary Range:
• $25.00 to $30.00 an hour


Job Requirements:
• Computer Information System (CIS) degree preferred; or minimum 4 years related experience and/or training; or equivalent combination of education and experience.
• Experience in Dell Toad Data Point and Spiceworks (or equivalent) help desk ticketing system preferred.
• Microsoft certification or equivalent experience in Access and Excel preferred.
• Demonstrated understanding of general networking (switching, routing, firewall)
and ability to troubleshoot network connectivity issues.
• Familiarity building Images for Laptops and Desktops and an understanding of hard drive encryption technologies.
• Demonstrated problem-solving skills.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Possess excellent organizational, time management and planning skills
• Must be self-motivated and able to work both independently and as a member of a team, able to take direction.
Familiarity with the following software/hardware & devices/programs:
o Adobe Photoshop, Illustrator & Acrobat (Pro & Reader)
o Dragon Dictation
o PCIT equipment
o Camtasia
o Audio/Visual set-up (Conference multimedia systems & PA systems)
o Anti-Spam & Anti-Spyware
• Must be self-motivated and able to work both independently and as a member of
a team, able to take direction.
• Valid CA Driver License and maintains insurability on the Agency’s Auto-liability policy and maintains the Agency required auto insurance liability limits of


Kelly Lucas

Kelly Lucas brings over 20 years of Professional Search Industry experience Consultant Staffing experience to TriStaff within the Finance arena. She is well established and connected within her industry on both a local and national level, and works within Finance across a variety of industry verticals and with SMB as well as large Fortune 500 client companies. Specialties: Accounting and Finance
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