San Ysidro Health · 6 hours ago
IT Support Specialist I (On-Site)
1601 Precision Park Ln, San Diego, CA 92173, USA
Full-time
Onsite
Entry Level
$34.42/hr - $44.30/hr
1+ years expSan Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality healthcare services. The IT Support Specialist I will provide first-level technical support for IT systems and end-users, ensuring minimal downtime and enhancing the end-user experience in a fast-paced healthcare environment.
FitnessHealth Care
Responsibilities
Serve as the first point of contact for IT support, answering incoming calls and promptly responding to issues reported via email, chat, and the self-service portal, ensuring a high level of customer service
Provide remote troubleshooting assistance using remote desktop tools, resolving issues such as software glitches, network connectivity, and hardware malfunctions without requiring onsite visits, when possible
Diagnose and resolve technical issues for end-users, escalating complex problems to higher-level support when necessary
Document all support interactions accurately in the ticketing system to ensure proper tracking and follow-up on unresolved issues
Assist in the setup, installation, and configuration of computers, peripherals, and software applications
Modify user account access and/or permissions in Active Directory and other systems when requested to do so by senior staff or IT Management, always ensuring compliance with healthcare regulations and security protocols; this includes unlocking accounts and resetting passwords after properly conducting ID verification of the requester
Conduct routine checks, technical rounding contacts, and preventive maintenance on IT equipment, including computers, printers, and other peripherals
Respond to and resolve issues related to network connectivity, including Wi-Fi access, VPN connections, and telecommunications services, providing quick resolutions to enhance user productivity
Maintain detailed and accurate records of all support requests, troubleshooting notes/screenshots, and resolutions in the IT ticketing system
Analyze reports on common issues/solutions to help identify trends and escalate findings to senior IT staff in order to improve service delivery
Collaborate with senior staff and IT management to develop and update knowledgebase articles, user manuals, and training materials that empower users to resolve common issues independently
Provide basic remote training to end-users on software applications, security protocols, and best practices for IT usage, fostering a culture of IT literacy within the organization
Facilitate webinars to enhance user skills and address basic and common challenges encountered by staff
Leverage our IT ticketing system to open, track, and resolve tickets, ensuring service level agreements (SLAs) are met, while providing updates to users regarding the status of their requests, and prioritizing issues based on urgency
Ensure Incident, Service Request, and Problem ownership while promoting customer satisfaction
Monitor the IT Service Desk and accurately route/escalate tickets to the Subject Matter Expert (SME) IT group, by using critical thinking and according to the nature of the request/incident, if First Contact Resolution (FCR) is not possible
Ask questions when unsure of how to handle specific issues and take advantage of professional development opportunities, fostering a culture of knowledge sharing
Act as an advocate for IT and our end-users to ensure their technological needs are met and we work towards a common goal
Work closely with other IT team members to escalate issues as needed and ensure cohesive support services
Monitor executive team support channels and quickly escalate incoming incidents/requests to senior staff so they can prioritize their prompt resolution
Work closely with other IT team members to ensure cohesive service delivery and effective resolution of support requests, participating in regular team meetings to discuss ongoing issues and solutions
Communicate technical information clearly and effectively to non-technical users, ensuring they feel supported and informed throughout the troubleshooting process
Act as a communication vehicle to keep our users informed during new software deployments, updates, other IT related projects, and downtimes
Assist in maintaining compliance with healthcare regulations, ensuring that all support activities adhere to data privacy and security protocols
Actively participate in security awareness initiatives, immediately reporting security incidents and assisting in implementing corrective measures, as directed
Performs other related duties as assigned
Qualification
Required
Minimum of 1 year of IT support experience, preferably in a call center within a healthcare environment
High School Diploma or GED Equivalent
Excellent oral and written communication skills, with focus in technical or instruction-oriented writing and in clearly communicating technical concepts over the phone, in person and in writing
Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members
Ability to capture and communicate the context of a situation
Familiarity with Windows operating systems, Apple iOS, and common software applications
Basic knowledge of Microsoft Operating Systems and Office productivity products
Basic understanding of networking concepts and protocols
Attention to detail
Creative thinking and problem solving
Ability to dig into and achieve understanding of a problem or request in order to offer the most appropriate possible solution
Ability to work both independently and as a team member
Ability to work on multiple assignments with minimal supervision
Sitting in an ergonomically appropriate position for periods of time
Significant lifting or adjusting of computer equipment in an average of 50 lbs
Office Environment
Travel required, mainly within San Diego County
Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment
Company
San Ysidro Health
San Ysidro Health is a non-profit organization fully committed to providing the highest quality, most compassionate, easily accessible and affordable health care services for the entire family across San Diego County.
1001-5000 employees
H1B Sponsorship
San Ysidro Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$0.5MKey Investors
The Conrad Prebys FoundationU.S. Department of Health & Human Services
2023-06-26Grant· $0.5M
2021-11-11Grant
Leadership Team
Edward T.
Vice President & Chief Human Resources Officer
Vernita Todd, FACHE
Vice President & Chief Strategy Officer
Recent News
2025-06-27
Company data provided by crunchbase