Help Desk Manager jobs in Berkeley, CA

Under the leadership of the Regional IT Support Manager, a Field Services (Helpdesk/Desktop Support ) Technician is responsible for providing technical support to PriMed users by resolving issues with their computer hardware and software. They respond to user inquiries, assess problems and issues around IT equipment, phone, applications, and help resolve these issues for users.

Field Services Technician need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need to work for. Perform basic facilities functions such as conference room configurations, workspace setup, and training room configurations. Support Regional Services offsite and after hours meetings.

Job Responsibilities

• Field incoming requests from end-users via ServiceNow ticketing system, email, telephone or other established support channels.
• Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve end-users’ issues effectively and efficiently.
• Ability to setup, configure and add computer related hardware such as laptops, desktops and VDI.
• Travel between PriMed offices in Stockton, Sacramento, San Ramon, and Oakland to provide support when needed.
• Provide technical support around video conferencing using MS Teams and Cisco Telepresence.
• Proactively engage the required resources to ensure the end-user expectation is exceeded in a timely manner.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Stay current with system information, changes, and updates.

Required Experience

• ~5 years of experience in an IT Helpdesk / Desktop Support role.
• Minimum 2 years supporting voice infrastructure (RingCentral, Cisco Unified Communications, etc.).
• Software support skills for MS Windows operating systems, Email, level 1 support of internal business applications, security endpoint maintenance, cloud storage services, MS Office (365) and MS Teams Video Conferencing, service request routing.
• Experience in troubleshooting and resolving hardware issues for VDI client, peripherals, laptops/mobile devices, voice, phone, printers, fax, VPN, shared storage and basic networking devices
• Strong communication and customer service skills with users to interpret and address their needs in an efficient and professional manner.
• Able to multi-task, work independently with minimal supervision as well as within a team environment.
• Analytical troubleshooting skills, problem-solving skills and ability to troubleshoot technical (Hardware/Software) issues and device solutions before escalating to higher support tiers.
• Communication skills to gather detail information about problems, walk users through resolution steps, timely service request updates.
• Excellent time management to set priorities when handling multiple cases, adhere to SLAs.
• Excellent Team Collaboration with ability to collaborate within team members and coworkers to resolve user issues and identify correct routing of tickets, liaison for IT on/off boarding process of employees/contractors.
• Requires availability to work during normal work hours and scheduled after hours shifts. Flexible to accommodate special project support or emergency outages.

Required Education

• Associate degree in IT field from a college or technical school preferred.
• Certification in Microsoft products is a plus.

Salary Range

$90,000 - $100,000

Please note that this position will have an (up to 7%) annual performance bonus earning potential and offers a full suite of benefits including 6.5% 401k matching.

This position is not remote (or hybrid) and requires working on-site daily in San Ramon, CA

At Hill Physicians Medical Group, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are.

We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities. We do it because it's right!

Additional Information

We’re regularly recognized as one of the “Best Places to Work in the Bay Area” and one of the “Healthiest Places to Work in the Bay Area.” We have an award-winning Wellness Program, and our average tenure is ~8 years. Every person who joins Hill Physicians is coming in as a leader and has the very real potential to grow with the company as we grow. We’re all in it for the long haul and are bought-in to the success and future of our organization.

We’re proud to have been (and continue to be) a pillar of the Northern Californian healthcare community for more than 30 years. Our more than 5,000 primary care physicians and specialists provide high-quality care across the San Francisco Bay, Sacramento, and Central Valley areas.

By adapting to both the demands of the industry and the needs of consumers, we’ve remained stable and profitable, and our service area now ranges from the Pacific Ocean to the Sierra Nevada’s. We’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.

Our culture is guided by core values​ that promote the health and wellness of our employees and communities (health), commitment (accountability), fiscal responsibility (stewardship), teamwork (collaboration), and our dedication to do the right thing (integrity). 97% of employees feel that supervisors and managers “walk the talk”​ and demonstrate our core values. Join us!

Hill Physicians is an Equal Opportunity Employer

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years
• 3 years
• 4 years
• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person