Help Desk Technician

Phoenix Business Consulting is hiring an onsite Help Desk Technician in Fairfield, CA. This role supports computer users by taking phone and email incident intake, troubleshooting issues, managing tickets, and following up to ensure timely, high-quality service. If you enjoy solving problems, documenting clearly, and helping healthcare environments run smoothly, this position offers a structured, customer-focused workflow and room to improve systems, processes, and standards.

Compensation: $24.00 - $26.00 per hour
Schedule: 40.0 hours per week
Work location: In person (Fairfield, CA)

Responsibilities

• Answer incoming Helpdesk calls from computer users and respond appropriately to support needs.
• Analyze call details to understand the nature, importance, and urgency of each problem.
• Document calls and service requests accurately in a problem-tracking database system and an Incident Management application.
• Resolve called-in problems directly when possible, or assign them to the appropriate in-house staff member or outside vendor.
• Create and route trouble tickets, including assigning appropriate due dates and providing the caller a trouble ticket number when needed.
• Monitor Helpdesk email and voicemail on an hourly basis as defined by departmental policies and procedures.
• Log Helpdesk emails from the email queue, create trouble tickets, and monitor Self Service requests.
• Ensure customer contact information stays current in Incident Management.
• Answer frequently asked questions and update the knowledgebase as needed.
• Triages requests, escalates according to procedure, follows up with support staff, logs resolutions, confirms customer satisfaction, and closes calls or requests.
• Analyze and resolve issues remotely when possible, then escalate and close according to departmental guidelines.
• Provide and promote superior customer service at all times.
• Monitor applications, systems, interfaces, networks, and computer room equipment for errors or potential problems.
• Maintain an asset management database for all IT-maintained hardware per department policy.
• Assist with change practices for desktop software and hardware, including evaluation, testing, and implementation of new or upgraded items.
• Occasionally work in the field on end-user community maintenance such as replacing phone cords, clearing printer errors, and disconnecting or reconnecting equipment.
• Recommend and participate in implementation of changes to policies, procedures, protocols, and PC standards to improve efficiency and cost effectiveness.

Requirements

• Technical aptitude and experience with a wide range of PC and network-based information systems.
• Excellent problem-solving skills to interpret user-reported issues and assign responsibility to the most appropriate technical resources.
• Excellent communication skills, both oral and written, for working with computer users, IT staff, and vendors.
• Strong customer service, technical, analytical, and organizational skills.
• Ability to organize, prioritize, and manage multiple tasks under pressure while maintaining a positive, professional approach.
• Commitment to service excellence, including professionalism, customer focus, compassion, strong listening, and a warm demeanor.
• Empathy, optimism, resourcefulness, and cultural competency in interactions with others.
• Openness to learning new things and collaborating with others in a team environment.
• Demonstrated ability to operate effectively in the unique complexities and challenges of a healthcare environment.
• Ability to work under pressure with speed and accuracy.

Technologies

• Incident Management application
• Problem-tracking database system
• Helpdesk email queue
• Self Service requests