Helpdesk Support

Green Valley, CA - USA

Monthly Salary: Not Disclosed

Posted on: 25-10-2025

Vacancies: 1 Vacancy

Job Summary

Job Title: Helpdesk Support
Location: Green Valley CA 94534
Duration: 3 Months Contract
Shift Timing: 8:00 AM 5:00 PM

Job Summary:

Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization.
Analyze calls to develop an understanding of the nature importance and urgency of the problem.
Accurately document calls and/or service requests in a problem-tracking database system.
Personally resolve called-in problems or assign those problems to the appropriate in-house staff member or outside vendor.
Assign appropriate due dates and track problem calls using an Incident Management application to ensure timely solutions.
Follow up with users to ensure satisfaction with the quality and timeliness of service provided.
Perform Computer Operations tasks necessary to ensure system availability and data integrity for many business-critical systems and applications.
This position requires technical aptitude experience with a wide range of PC and network-based information systems and excellent problem-solving skills.
Excellent oral and written communication skills are necessary to effectively work with computer users IT staff and vendors.
The Helpdesk Support I incumbent will provide and promote superior customer service at all times.

Job Responsibilities:

Answer all Helpdesk calls and log them completely into the Incident Management application.
Spend approximately 90% of the workday on the phone available to receive customer calls create trouble tickets from the Helpdesk email queue and monitor Self-Service requests.
Ensure customer contact information is current in the Incident Management system.
Provide answers to simple frequently asked questions.
Update and maintain the knowledge base as needed.
Analyze and resolve calls remotely when possible.
Triage calls assign trouble ticket numbers and route tickets to the appropriate support staff if unable to resolve.
Manage problems/requests by escalating according to procedure following up with support staff logging resolutions confirming customer satisfaction and closing calls.
Monitor Helpdesk email and voicemail hourly as defined by departmental policies and procedures.
Recommend and participate in implementing changes to policies procedures and PC standards to improve efficiency and cost-effectiveness.
Manage end-user desktops remotely.
Maintain the asset management database according to department policy for all IT-maintained hardware.
Assist with change practices for desktop software and hardware including evaluation testing and implementation of new or upgraded systems.
Perform occasional fieldwork such as replacing phone cords clearing printer errors or reconnecting equipment.
Perform other duties as required.

Required Skills & Experience:

Minimum of 2 years of experience working on PCs networking Computer Operations or Help Desk support.
Proven customer service skills with demonstrated ability in these areas.
Strong technical analytical and organizational skills.
Ability to organize prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner.
Demonstrates the True North values consisting of:
- Nurture/Care
- Own It
- Respect Relationships
- Build Trust
- Hardwire Excellence
Commitment to service excellence including professionalism customer focus compassion strong listening skills and a warm demeanor.
Consistently exhibits empathy optimism resourcefulness and cultural competency in interactions with others.
Extremely open to learning new technologies and collaborating in a team environment.
Proven track record of professionalism and understanding of healthcare IT complexities.
Strong verbal and written communication skills with employees and vendors while promoting superior customer service.
Must present a professional image at all times.
Demonstrates reliability and punctuality by adhering to attendance and performance standards.
Ability to work under pressure with speed and accuracy.

Required Education:

Associates Degree in Computer Science
OR
Four (4) years of equivalent work experience
OR
Two (2) years of experience at NorthBay in an IT assistant role performing the same job duties as Helpdesk Level I without assistance.

Job Title: Helpdesk Support Location: Green Valley CA 94534 Duration: 3 Months Contract Shift Timing: 8:00 AM 5:00 PM Job Summary: Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization. Analyze calls to develo...

Job Title: Helpdesk Support
Location: Green Valley CA 94534
Duration: 3 Months Contract
Shift Timing: 8:00 AM 5:00 PM

Job Summary:

Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization.
Analyze calls to develop an understanding of the nature importance and urgency of the problem.
Accurately document calls and/or service requests in a problem-tracking database system.
Personally resolve called-in problems or assign those problems to the appropriate in-house staff member or outside vendor.
Assign appropriate due dates and track problem calls using an Incident Management application to ensure timely solutions.
Follow up with users to ensure satisfaction with the quality and timeliness of service provided.
Perform Computer Operations tasks necessary to ensure system availability and data integrity for many business-critical systems and applications.
This position requires technical aptitude experience with a wide range of PC and network-based information systems and excellent problem-solving skills.
Excellent oral and written communication skills are necessary to effectively work with computer users IT staff and vendors.
The Helpdesk Support I incumbent will provide and promote superior customer service at all times.

Job Responsibilities:

Answer all Helpdesk calls and log them completely into the Incident Management application.
Spend approximately 90% of the workday on the phone available to receive customer calls create trouble tickets from the Helpdesk email queue and monitor Self-Service requests.
Ensure customer contact information is current in the Incident Management system.
Provide answers to simple frequently asked questions.
Update and maintain the knowledge base as needed.
Analyze and resolve calls remotely when possible.
Triage calls assign trouble ticket numbers and route tickets to the appropriate support staff if unable to resolve.
Manage problems/requests by escalating according to procedure following up with support staff logging resolutions confirming customer satisfaction and closing calls.
Monitor Helpdesk email and voicemail hourly as defined by departmental policies and procedures.
Recommend and participate in implementing changes to policies procedures and PC standards to improve efficiency and cost-effectiveness.
Manage end-user desktops remotely.
Maintain the asset management database according to department policy for all IT-maintained hardware.
Assist with change practices for desktop software and hardware including evaluation testing and implementation of new or upgraded systems.
Perform occasional fieldwork such as replacing phone cords clearing printer errors or reconnecting equipment.
Perform other duties as required.

Required Skills & Experience:

Minimum of 2 years of experience working on PCs networking Computer Operations or Help Desk support.
Proven customer service skills with demonstrated ability in these areas.
Strong technical analytical and organizational skills.
Ability to organize prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner.
Demonstrates the True North values consisting of:
- Nurture/Care
- Own It
- Respect Relationships
- Build Trust
- Hardwire Excellence
Commitment to service excellence including professionalism customer focus compassion strong listening skills and a warm demeanor.
Consistently exhibits empathy optimism resourcefulness and cultural competency in interactions with others.
Extremely open to learning new technologies and collaborating in a team environment.
Proven track record of professionalism and understanding of healthcare IT complexities.
Strong verbal and written communication skills with employees and vendors while promoting superior customer service.
Must present a professional image at all times.
Demonstrates reliability and punctuality by adhering to attendance and performance standards.
Ability to work under pressure with speed and accuracy.

Required Education:

Associates Degree in Computer Science
OR
Four (4) years of equivalent work experience
OR
Two (2) years of experience at NorthBay in an IT assistant role performing the same job duties as Helpdesk Level I without assistance.