IT Support Specialist I

Provide day-to-day IT service desk and technical support to end users at The Elizabeth Hospice in Escondido, CA (onsite).

Responsibilities

• Deliver technical assistance for computer hardware and software by answering questions or resolving issues in person, by telephone, or remotely
• Support day-to-day tools and applications including printing, word processing, electronic mail, synchronization, office and mobile phones, and other hospice software programs
• Provide service desk support for employees and other authorized users of the Elizabeth Hospice IT environment
• Resolve incidents and fulfill service requests related to workstations, peripherals, corporate applications, hardware, access, and related technology
• Handle employee onboarding and offboarding tasks including hardware needs, account and access requirements, and software license management
• Maintain hardware asset management and lifecycle processes, including service management and hardware lifecycle reporting
• Document recurring IT procedures using standard operating procedures (SOPs) and work instructions
• Participate in on-call support and other IT activities as assigned
• Distribute desktop, laptop, tablet, and netbook computers
• Provide principal support for company-issued smart phones
• Troubleshoot desktop, laptop, tablet, and netbook hardware issues
• Provide backup support to PCI Software applications and assist with PCI upgrade test activities/process
• Train staff formally and informally on agency software and office and mobile phone systems
• Provide backup support for phone and voicemail systems across all locations
• Support special projects and coordinate laptop maintenance to maximize equipment performance
• Assist the agency information system analyst with hardware and communications support
• Participate in IT Strategic Planning meetings, IT on-call support, and task forces assigned by the IT Director
• Coordinate and complete IT support for workstations, peripherals, corporate applications, hardware, corporate applications, and access
• Provide reporting for service management activity and hardware lifecycle data
• Collaborate with IT staff and other departments to investigate, resolve, document, and escalate incidents and service requests as appropriate
• Participate in IT meetings, projects, task forces, and initiatives as assigned
• Perform other duties and special projects as assigned

Requirements

• 1 to 2 years of software and/or hardware working experience
• Excellent communication and interpersonal skills
• Ability to manage multiple projects, service requests, incidents, and competing demands
• Initiative to solve problems and comfort working in a changing, non-structured environment
• High school diploma or equivalent

Preferred

• Associates Degree in a related field
• Computer certifications (A+), including computer-related certification(s) such as CompTIA A+
• 2 years of experience in software/hardware help desk or service desk support

Benefits

• Competitive hospice industry compensation
• Benefits package with multiple plan offerings and generous employer contribution
• 401(k) Retirement plan with employer match
• Supportive work culture that encourages work-life balance
• Paid Time Off, paid holidays, and birthday benefit
• Employee development program managed by the in-house education department for individualized orientation and professional growth needs
• Tuition Reimbursement program
• Monthly mileage reimbursement
• Employee Referral Program
• Business casual attire for office staff

Schedule

• Monday through Friday, 8:00 am - 5:00 pm

Work Location

• Escondido, CA (onsite)

Travel

• Some travel required for conferences, meetings, training, and/or visiting office sites

Salary

• Non-exempt position: $29.00-$32.00 per hour