Helpdesk Support Specialist

IT Helpdesk Support Specialist : The Helpdesk Support Specialist (HDSS) is primarily responsible for providing support on IT system issues across the organization.

This will include troubleshooting any problems that arise with the SQL Server, NextGen, MS Office products, printing, telephone, and network issues.

The HDSS will answer questions asked by clients through telephonic calls and / or email.

Duties include :

• Assists with logging and tracking reported issues, as well as performing inventory and maintenance tasks related to agency hardware.
• Performs Tier 1 support for IT Service Requests.
• Opens and tracks incidents related to the production system and site IT equipment through the SysAid application.
• Effectively communicates status of incidents and management expectations on information needed for incident and time to close the incident.
• Performs QA of incident tickets and follow-up with helpdesk support team to properly complete incident tickets.
• Assists with staff training as well as various special project support and development as assigned.
• Adapts rapidly to a dynamic work environment supporting many internal and external clients.

Qualifications :

• Associate Degree preferred. Advanced in CIS or CS preferred.
• A+ Certification a plus
• Must have excellent written and verbal communication skills to document incident tickets and communicate status.
• Must have problem-solving skills, including the ability to multi-task within tight deadlines.
• Excellent organizational skills, self-directed and results- oriented.
• Prior work experience working in a Helpdesk environment or in a Retail client-oriented environment.
• Incident and Asset Management application suite is a plus.
• Prior experience in a clinical health care and behavioral health care setting preferred.
• Strong diagnostic skills in MS Office (Word, Excel, and Outlook) and Windows XP.
• Diagnostic skills and / or experience in a Citrix environment a major plus.
• Must have strong customer service / client relationship and interpersonal communication skills.

Benefits of Working with JFCS :

• Lucrative Bonus Programs.
• Generous Employee Referral Bonuses for both the new-hire and the referring employee.
• FREE Primary HealthCare to all employees and every member of their household, regardless of relationship. This includes virtual doctor's visits, physicals, lab tests, x-rays, vaccinations, prescriptions, and telehealth.
• Bilingual Salary Differential (Spanish-English)
• Flexible Scheduling and Telehealth Flexibility for many positions.
• 401(k) Retirement Plan, with Company Match
• Tuition and clinical license reimbursement.
• Numerous professional development and career growth opportunities.
• Opportunities for Leadership Positions.
• Generous paid time off / sick time allocations
• Comprehensive Employee Benefits package, including medical, vision, dental, & more.
• Wellness Coaching
• Employee Assistance Program
• Eligibility for Loan Forgiveness Programs in many positions.

About JFCS :

Jewish Family and Children’s Service’s (JFCS) values each and every talented applicant, regardless of religious beliefs, race, age, origin, gender, sexual orientation, or cultural background.

JFCS places a high value on inclusion and diversity, whether that applies to our employees or the nearly 40,000 clients receiving our services throughout the Valley.

About Jewish Family & Children's Service :

Jewish Family and Children’s Service (JFCS) is an organization with a long-term presence of providing behavioral health and integrated health services to children, families, adults, and seniors in the Valley.

Our client service population is currently approaching 50,000 annually and our employees are those who want to make a difference in the lives of those seeking help in various ways.

JFCS provides case management, behavior support, therapy, medication management, Primary Care, and much more.