Job Description Summary:
Community Health Center, Inc. (CHC), with offices in Connecticut, Colorado and California, is one of the country's most creative and dynamic providers of primary medical, dental, and behavioral health services, and a leader in practice-based research, health professionals training, and use of innovative technologies to advance health and healthcare. CHC is designated as a federally qualified health center and a patient-centered medical home by HRSA, the Joint Commission, and NCQA, respectively. We deliver more than 500,000 patient visits per year from primary care hubs and community clinics across the state of CT, all connected by technology and common standards for quality. We employ several hundred medical, dental, and behavioral health providers who are engaged in practice, teaching, and research. Our Weitzman Institute is devoted to research and practice transformation and is recognized around the country as one of the premier research institutes focused on improving health care and health outcomes for special and vulnerable populations. In addition, the organization has developed three wholly owned subsidiaries from the original pilot developments within the Weitzman Institute: the National Nurse Practitioner Residency and Fellowship Training Consortium (NNPRFTC), the National Institute for Medical Assistant Advancement (NIMAA), and the ConferMed.

Job Description:

As an IT Help Desk Technician for Community Health Center, you will:

• Receive, prioritize, document and actively resolve end user help requests
• Utilize diagnostic and help request tracking tools,
• Work one on one with end users in-person
• Provide hands-on help at the desktop level
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Install anti-virus software
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Develop help sheets and frequently asked questions lists for end users

Qualifications:

• BA/BS degree in the field of computer science and/or [5] years equivalent work experience
• Certifications include MCP, A+, Network +
• Knowledge of computer hardware, including IBM compatible PC's, all PC peripherals, and printers
• Experience with desktop and server operating systems, including Windows 2000,Windows XP, Windows 2003
• Extensive application support experience with Microsoft Office, Web enabled applications, Intuit Track-It, and Access 2003
• Working knowledge of a range of diagnostic utilities
• Good understanding of the organization's goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

Location:
Knowledge and Technology Center
City:
Middletown
State:
Connecticut

Time Type:
Full time