IT Support Specialist

InterCare is a Federally Qualified Health Center which MAY qualify employees for National Student Loan Forgiveness program.

Become part of a Migrant and Community Health Center, where you will:

• Have a passionate purpose.
• Do worthwhile work.
• Make a difference in people’s lives.

InterCare is searching for a Full-Time IT Support Specialist to join our team! At InterCare, you’ll find a rewarding and challenging work environment and a competitive compensation with pay starting at $23.46/hr. and benefits package which includes: vacation/personal paid time off, sick time, 10 paid holidays, tuition reimbursement program, medical, prescription, dental, vision, life insurance, and short term and long term disability insurance.

At InterCare Community Health Network, we believe all people have the right to equal access to quality health care.

Work Hours:

8:00 a.m. - 5:00 p.m. with evening and weekend hours as necessary.

Minimum requirements

• Associate’s degree program in IT - Bachelor's degree preferred or significant practical experience in a professional environment.
• Extensive knowledge of Windows workstations in an Active Directory domain.
• Extensive knowledge of PC hardware.
• Proficient in Microsoft Office Suite.
• Excellent hardware and software troubleshooting skills.
• Basic network support skills.
• Logical thinker.

Primary Accountability

Supports equipment, primarily workstations, printers, and scanners installed on the network and the users that operate them. Is the primary contact for user support requests.

Description of Primary Duties & Responsibilities

1) Responsible for performing phone and desk side end user support.

• Prepares, installs and supports desktop PCs and laptops.
• Installs and supports printers, scanners, and other end user devices.
• Installs and supports desktop operating systems and applications as directed.

2) Manages PC and laptop refresh projects.

• a) Images and deploys new computers.
• b) Monitors computer status to prioritize upgrades and replacements.

3) Participates in new user provisioning and recovery of returning equipment

• Provisions telecom services to new users
• Provisions cloud application services to new users
• Assigns application licenses as required
• Decommissioned IT equipment is documented and disposed of following applicable policies

4) Makes recommendations for improvement.

• Recommends changes and enhancements to all devices and services within area of responsibility to correct and/or prevent problems.

5) Responsible for managing the IT Department equipment inventory.

• Maintains inventory of equipment, supplies, and spare parts in IT Department storage.
• Properly registers new IT equipment received into inventory system.
• Repairs user computers and coordinates warranty repairs as needed.

6) Provides cross over support within the department

• Is a backup for other IT staff as needed.
• Performs “remote hands” service for other team members as needed.
• Requests additional assistance from coworkers and outside support partners as needed.

7) Assists in managing virtualization hosts and virtual machines as directed.

• Installs hypervisors on bare metal hosts.
• Creates virtual machines and installs guest OS.
• Monitors virtual machine performance metrics.
• Requests additional assistance as needed.

8) Provides end user support

• Takes end user phone calls and help desk requests as they come in.
• Visits sites as needed to resolve end user problems.
• Is on call after hours using a rotating weekly schedule among other IT support staff.
• Is responsive to end user requests.

9) Manages help requests in the Help Desk application.

• Logs user service requests in the help desk system and documents support provided.
• Checks help desk system often for new trouble reports.
• Responds to new service requests within one business day.

Description of Primary Attributes

General Development

• Ability to work well as part of a team and keep team members updated on current project developments.
• Ability to think strategically and creatively, juggle multiple priorities, adjust to changing circumstances, organize time efficiently, remain attentive to details and identify resources for projects.
• Possesses excellent customer service skills, both on the phone and face to face.
• Curiosity about how things work and a desire to learn more.
• Determination and follow through to complete the job.
• Ability to remain calm and be a positive influence during stressful situations.
• Takes initiative and proactively seeks solutions without constant supervision.

Communication Skills

• Possesses a professional level of written and verbal communication skills.
• Ability to clearly express complex ideas verbally and in writing to non-technical end users.

Physical Demands

Job duties are performed in the typical office environment of the organization, which requires ordinary ambulatory skills sufficient to visit other locations. The environmental factors and/or physical requirements of this position include the following:

1. Ability to stand, walk, stoop, kneel, crouch, frequently sit, and lift up to 50 lbs.
2. Requires good hand-eye coordination, reach with arms & hands, and finger dexterity, including ability to grasp, and manipulate (using keyboard and office equipment, mounting and connecting IT equipment)
3. Visual acuity to use keyboard, operate office equipment, and read printed material and regularly required to speak clearly and hear.