Fairfield, CA

Support Jobs in Fairfield, CA

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Today

Help Desk Technician

Phoenix Business Consulting Fairfield, CA

Fairfield, CA

Today

$24 - $26/hr Full time End User Support Help Desk Software Help Desk Support

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Job Description

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

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5d ago

Help Desk Support Specialist

Phoenix Business Consulting Fairfield, CA

Fairfield, CA

5d ago

$25 - $30/hr Full time Epic Systems Healthcare Applications Help Desk Support

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Job Description

Phoenix Business Consulting is hiring an Epic Go-Live Help Desk Call Taker for an in-person support role in Fairfield, CA (94533). This position supports healthcare staff during an Epic EHR implementation, giving you a direct hand in keeping critical workflows moving as teams go live.

What you’ll be doing

Answer incoming help desk calls during Epic Go-Live in support of healthcare end users.
Document user issues and maintain accurate support tickets from initial contact through resolution steps.
Provide basic troubleshooting and support guidance to help users progress through common challenges.
Escalate technical issues to the appropriate teams when problems can’t be resolved at the first level.
Communicate professionally and clearly with healthcare staff and end users while handling time-sensitive requests.

What you bring

Epic Go-Live experience is required.
Prior help desk, call center, or IT support experience.
Strong communication and customer service skills.
Basic computer skills and experience documenting support tickets.
Ability to work in a fast-paced healthcare environment.

Schedule and pay

Shift: 8:00 AM to 4:30 PM

Location: Fairfield, CA 94533 (onsite / in person)

Expected hours: 40.0 per week

Pay: $25.00 to $30.00 per hour

Technologies

Epic
Epic EHR

Application questions

Do you have previous Epic Go-Live support experience?
How many years of experience do you have in Epic Go-Live support?
Do you have experience handling help desk calls, documenting issues, and creating support tickets?
Are you available to work the 8:00 AM – 4:30 PM shift in Fairfield, CA 94533?
Please briefly describe your previous Epic Go-Live support experience.

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Support Jobs in Fairfield, CA

Help Desk Technician

Help Desk Support Specialist

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