Desktop and Systems Support Analyst

Desktop and Systems Support Analyst

Department/Care Stream: Information Technology

LIA Reporting Structure:

Timecard Approver: Chief Operations Officer

Primary: Chief Operations Officer

Secondary: Director of Informatics

Status: Full-time

FLSA: Exempt

Location: Admin Center

Pay Range: $95,680-$108,500/yr

EEO-1: Technicians

Organization Information

WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you!  

We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve. 

As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care.

To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines. 

Position Summary

WellSpace Health is seeking a Desktop and Systems Support Specialist to travel to various clinic and administration facilities five (5) days a week within the Sacramento County region. This position requires in-depth knowledge of and experience with desktop and systems troubleshooting, installation, and support.

Required Qualifications

• Associates degree in technology or an equivalent combination of education and experience
• Four (4) or more years of related technical support experience and/or training in a technical field
• Experience in a health care setting preferred
• Ability to work in a fast paced environment with changing priorities by being flexible, collaborative, responsive, and adaptable
• Strong organizational, communication (verbal and written), and problem-solving skills with the ability to prioritize assignments, meet required deadlines, and reprioritize as needed
• Ability to work both independently when needed and collaboratively as a team member
• Experience with Help Desk ticket and management systems
• Customer-focused skills to include active listening skills, ability to interpret IT-related issues employees as well as communicate resolutions/troubleshooting tasks to employees
• Experience working with a Managed Service Provider (MSP)
• Ability and willingness to quickly learn new skills
• Positive attitude and high integrity

Essential Responsibilities

• Collect, analyze, and interpret quantitative data related to the evaluation of the agency’s program to Install, modify, and make repairs to computer hardware and software systems
• Possesses desktop support experience and basic server administration experience
• Will interface with end users to perform software and hardware troubleshooting and repair on primarily Windows-based systems
• Will perform printer maintenance, network connectivity troubleshooting, and telephone support.
• Responds to employee requests and tickets regarding IT functions
• Travel to WSH sites to provide support and services
• Interface with end users to independently resolve problems concerning systems function
• Troubleshoot and solve problems related to PC hardware and software
• Responsible for executing IT-related projects at client sites
• Provide network support, installation, and maintenance of network equipment
• Interface with Server and Network engineering teams
• Knowledge of VPN; Active Directory; Microsoft Office; Windows operating systems; LAN/WAN technologies and topologies; Wireless technologies; spam filtering technologies; Anti-virus support; Cisco networking; Citrix; and basic server administration
• Actively assist other IT staff members on projects
• Ability to handle confidential information responsibly and exhibit sound judgment with maintaining the at confidentiality
• Work with minimal supervision
• Occasional night and weekend work will be required
• Responsible for basic SharePoint user and site administration
• Responsible for Applications and Systems user and security administration for WSH acquired software  and applications

Benefits

Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off 
• Paid sick leave
• Flexible Spending Program
• Professional development hours offered annually

Physical Demands and Work Environment

The work environment is characteristic of an office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to handle, or feel. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone.  The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principals of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws.  WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.