IT Support Specialist III

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

General Job Description

*The Information Technology Support Specialist III provides technical assistance for all computer systems, terminals, printers, network hardware, operating systems; system software; enterprise systems, other devices and systems connected to the agency's enterprise network. The specialist will, 1) Effectively evaluate and trouble-shoot hardware and software problems and usage problems for staff and to effect repair of those problems; 2) provide training on hardware and software components and the use of computer systems for staff; 3) Install, configure and test new hardware and software; 4) Be the primary customer interface for the Department's help desk system and will provide accurate logging, status reporting, and solution reporting for problems reported to the help desk. LEVEL 3: Regularly works on tasks that are varied and complex. Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; may serve as lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.

Job Roles

*Evaluates and trouble-shoots personal computer hardware and software, peripheral device, mobile devices and network component problems. Interprets system console messages and other error messages and conditions and initiates corrective action when required.

*Installs, sets up, configures, tests, and operates personal computers, mobile devices, terminals, peripheral devices, and network hardware and software components.

*Is the primary interface for the Department's help desk and customer support system, providing prompt response to user problems, recording of all trouble calls, maintaining status of problems within the help desk system, and recording solutions to problems and the closing of trouble calls.

*Maintains records required to accurately track all computer equipment and software inventory.

*Performs other duties as assigned.

*Performs preventative maintenance on personal computer, file management, mobile devices, peripherals, and network hardware devices.

*Responsible for the operation and maintenance of the Department's help desk and customer support application system.

*Serves as backup Administrator (Network, Enterprise Systems, Operating Systems).

*Train users in PC and network applications as required.

Education/Certifications/Licenses/Registrations

*3 years of experience in the installation and configuration of network printing resources required.

*3 years of experience in the operation of Microsoft Solutions based business applications required.

*5 years of experience in Information Technology systems including Microsoft Operating Systems, Microsoft Office and other Microsoft Solution installation, configuration, operation and repair required.

*COMPTIA Certification preferred; equivalent, relevant experience can substitute for the certification.

*High school diploma or GED equivalent.

*ITIL Certification preferred.

*MCP Certification preferred.

*Or equivalent combination of education and experience that provides the skills, knowledge and ability to perform the essential job duties, and which meets any required state or federal certification requirements.

*Traveling between sites and other locations is required as an essential function of the job. Must have a car, a valid California driver's license, and proof of minimum levels of car insurance as required under California law, although limits of $100,000 are recommended. An acceptable driving record is also required. California law requires all drivers to obtain a valid California driver's license within ten days of establishing residency. Mileage and other reimbursement governed by policy.

Experience/Specialized skills (including Language)

*Ability to communicate computer concepts to users of all computer literacy levels, in order to perform training, on a one-on-one basis.

*Basic knowledge of data networking principles, architecture, and applications.

*Bilingual English/Spanish preferred.

*Exceptional written and verbal communication skills, including ability to communicate effectively with employees who speak English as a second language.

*Expert knowledge of the installation and configuration of network printing resources.

*Expert organizational skills, attention to detail, time-management skills, and strong motivation to meet deadlines and achieve goals.

*Familiarity with the operation of Microsoft Solutions based business applications.

*Intermediate interpersonal and customer service skills.

*Knowledge of, and the ability to effectively apply, the concepts of local and wide-area network components and architecture and personal computer systems to the needs of FHCSD and its staff.

*Must be self-sufficient and able to work under minimal direct supervision.

*Specific understanding of and experience with Microsoft Solutions is highly desirable.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits.

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness - Employee Hub (gobenefits.net)