IT Technician - Concord, CA (On-Site)

PLANNED PARENTHOOD SHASTA-DIABLO•Concord, CA

2d•$32 - $38•Onsite

About The Position

Planned Parenthood Northern California (PPNorCal) is seeking an IT Technician in our Concord Admin . This role is full-time, 40 hours per week. PPNorCal offers a comprehensive benefits package, including 100% employer-paid medical insurance for full-time employees, 75% coverage for dependent children, 25% coverage for spouses/domestic partners, dental and vision insurance, employer-paid life and long-term disability coverage, earned time off (ETO) and paid sick time accrued based on hours worked, a 403(b) retirement plan with up to 4% employer match after 12 months, and 10 paid holidays plus 2 floating holidays each year. This position is currently represented by SEIU Local 1021. Responsible for providing remote and on-site end user support and software, hardware, and network assistance. Relies on experience and judgment as well as pre-established procedures and instructions to identify, research and resolve technical problems. Documents, tracks, and monitors the problem to ensure a timely resolution. Maintains other peripheral equipment, such as printers, switches, telecommunications (ShoreTel and cell phones) in good order. Installs, modifies, and makes repairs to hardware and software systems. Performs minor system administration functions, project planning, software implementation and end user training.

Requirements

Associate degree (A. A.) or equivalent from two-year college or technical school; or 4 years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, and customers.
Ability to calculate figures and amounts such as discounts, percentages, and area. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written or oral form.
Broad knowledge of Microsoft Office Suite and Office 365.
Experience with Active Directory and Group Policy.
Familiarity with SharePoint, Microsoft Exchange, Symantec Antivirus, Symantec Ghost, VMware, Citrix XenApp / XenDesktop, and Desktop Central
Thorough knowledge of the use of the internet, Intranet, and the use of shared drives.
Ability to use Citrix, Zoom and Track It software, with the ability to coach staff on the use of the various software used at the agency.
Access to PHI while assisting staff in using the EHR/EPM systems.
Skill in problem resolution, establishing work priorities and meeting deadlines.
Strong customer service skills with all user contacts.
Ability to travel to various PPNorCal facilities up to 75% of the time.
Ability to communicate efficiently and effectively with all levels of contact, both verbally and in written formats.
Ability to work with little direction and manage multiple projects simultaneously.
Knowledge of technical terms and computer hardware and software troubleshooting.
Ability to produce detailed technical documentation.
Ability to describe technical issues using non-technical terminology.
Ability to take technical instruction from others to perform various computer operation duties.
Ability to work independently as well as in a team-oriented capacity.
Must have reliable automobile transportation and a valid California Driver's License and insurance.

Nice To Haves

Experience supporting Raiser’s Edge, Great Plains and EPIC software is preferred.
Prior experience in a health care setting is preferred.

Responsibilities

Provides onsite support to staff at designated Health Center/office locations and checks in regularly with health center staff to ensure technology needs are being met.
Creates and manages new user accounts in Active Directory/Exchange, EPIC, Raiser’s Edge, and Great Plains. Assigns account security permissions appropriate as per user role and title.
Orders information technology equipment and supplies through approved vendors. Uses purchase order procedures to track approved purchases and submits appropriate paperwork to supervisor for approval and payment.
Updates the Inventory Database with adds, moves, and changes to the IT inventory for PCs, thin clients, laptops, cell phones, printers, faxes, monitors, software, and telecommunication equipment. Accountable for maintaining an accurate inventory of all equipment for assigned locations.
Troubleshoots and resolves issues with Citrix Xen Desktop, thin client, and related technologies in the health Centers.
Installs computer hardware and peripheral components such as monitors, keyboards, printers, scanners and disk drives at health centers and administrative offices.
Creates system install images and uses the golden image for installation of multiple workstations and laptops.
Maintains and administers devices adds/moves/deletes on wireless networks and ensure device integrity on the wireless networks.
Installs software onto workstations upon user request and funding approval. Loads only licensed and approved software onto company provided equipment.
Responds to helpdesk calls, emails and in-person requests. Remotely troubleshoots hardware and software issues. Refers trouble tickets to Tier-3 support for further research and investigation when appropriate.
Setup and troubleshooting of RFID devices for staff in health centers with single sign-on using Imprivata.
Regularly updates customers on the status of their tickets and service requests. Updates Track-It tickets as per current departmental SLA, with a meaningful update on current status. Documents roadblocks and progress on tickets even though work effort may not yet be completed. Provides updates, status, and completion information to supervisor, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
Provides telecommunication support for voice-over-IP (ShoreTel) system, and iPhone or other smartphone technology.
Install, configures, and troubleshoots network switches, PCs, peripherals, and UPS equipment.
Instructs customers in use of equipment, software, and shared drives. Provides training to staff on the use of the PPNorCal intranet. Leads or assists with the IT Orientation overview for new staff.
Supports the Senior Systems Administrator by performing minor administrative functions related to server management, SharePoint administration, basic VMware, Active Directory and Office 365 maintenance.
Keeps supervisor informed of escalating issues and service interruptions.
Supports video and voice conferencing technologies including Zoom and Teams.
Replaces or removes insecure, defective, or outdated software packages.
Refers warranty hardware problems to service personnel for correction.
Ability to work on weekends and/or evenings.
Active participation in the advancement of PPNorCal’s Diversity, Equity, and Inclusion commitment.