Careers At Legacy Community Health Services

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Help Desk Support II

Department: IT Admin
Location: Houston, TX

Legacy Community Health is a premium, Federally Qualified Health Center (FQHC) that provides comprehensive care to community members regardless of their ability to pay. Our goal is to treat the entire patient while improving their overall wellness and quality of life, in addition to providing free pregnancy tests, HIV/AIDS screening. At Legacy, we empower patients to lead better lives by promoting healthy behaviors and offering resources such as literacy classes, family planning services, and nutrition and weight management information.


Our roots began in 1981 at the Montrose Clinic, with specialization in HIV education, testing, and treatment. Since then, the agency has expanded to 10 clinics in Houston, one in Baytown, two in Beaumont, and one in Deer Park with extensive services that include: Adult primary care, HIV/AIDS care, pediatrics, OB/GYN and maternity, dental, vision and behavioral health. We also service students within KIPP and YES Prep schools. Legacy is committed to driving healthy change in our communities.

Job Description

The Helpdesk Support II will provide IT technical and customer support to all end-users of Legacy Community Health Services in a helpdesk setting. The position will also actively monitor open tickets to ensure Service Level Agreements (SLA’s) are being met. The end goal is to facilitate efficient patient care by enabling the organization with excellent IT Support

Essential Functions

  • Provides helpdesk support and appropriately diagnoses and resolves problems to the end-user(s)’s satisfaction
  • Monitors ServiceNow for tickets assigned to the queue and process tickets first-in, first-out based on priority
  • Acts as a Subject Matter Expert (SME) in Windows desktop applications (Office365, AnyConnect, Adobe, Jabber, Zoom, Teams, etc.), Active Directory (re-setting passwords, enabling/disabling accounts, adding computers to the domain), PC’s and printers
  • Creates knowledge base articles in ServiceNow
  • Continually checks on open tickets to ensure SLA timeframe is being met
  • Provides technical guidance on any given issue that requires level 2 handling
  • Handles technical and customer service related escalations
  • Assumes the role of a ticket manager to triage tickets in a timely manner
  • Provides mentorship and guidance to Helpdesk I staff members
  • Reviews helpdesk tickets for quality check and provides feedback
  • Communicates anomalies or issues that require escalation to the Desktop Support Lead (dotted line of supervision) and the Director – IT Support Services
  • Activates Interactive Voice Response (IVR) phone messaging and assist the Director – IT Support Services with email messaging as per the IT Communication plan guidelines.
  • Other duties as assigned

Education & Training Requirements

  • Minimum High School Diploma or GED required
  • Three (3) years of working experience in a helpdesk/service desk setting, required
  • Two (2) years of Active Directory experience, required

Work Experience required

  • Must be able to communicate effectively with staff, community, and the general public
  • Must be able to perform duties and responsibilities with or without reasonable accommodation
  • Ability to remain calm under stressful conditions
  • Excellent written and verbal communication skills required
  • Ability to manage multiple tasks and deadlines in a fast-paced environment
  • Must pass a criminal background check
  • Associate’s Degree in Information Systems or related field preferred
  • Five (5) years experience preferred
  • Independent, self-starting, team player with a positive attitude

Benefits

  • 9 Holiday + 1 Floating Holiday
  • PTO
  • 403b Retirement Plan
  • Medical / Vision / Dental (if eligible)

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