Help Desk Technician

Apply on line at http://www.alohacare.org/Careers/Default.aspx

The Company:

AlohaCare is a local, non-profit health plan serving the Medicaid and Medicare dual eligible population. We provide comprehensive managed care to qualifying health plan members through well-established partnerships with quality health care providers and community-governed health centers. Our mission is to serve individuals and communities in the true spirit of aloha by ensuring and advocating access to quality health care for all. This is accomplished with emphasis on prevention and primary care through community health centers that founded us and continue to guide us as well as with others that share our commitment. As Hawaii s third-largest health plan, AlohaCare offers comprehensive prevention, primary and specialty care coverage in order to successfully build a healthy Hawaii.

The Culture:

AlohaCare employees share a passion for helping Hawaii s most underserved communities. This passion for helping and caring for others is internalized and applied to our employees through a supportive and positive work environment, healthy work/life balance, continuous communication and a generous benefits package.

AlohaCare s leadership empowers and engages its employees through frequent diversity, recognition, community, and educational events and programs. AlohaCare has a strong commitment to support Hawaii s families and reinforces a healthy work/home balance for its employees. Because AlohaCare values honesty, respect and trust with both our internal and external customers, we encourage open-door, two-way communication through daily interactions, employee events and quarterly all-staff meetings. AlohaCare s comprehensive benefits package includes low-cost medical, dental, drug and vision insurance, PTO program, 401k employer contribution, referral bonus and pretax transportation and parking program.

These employee-focused efforts contribute to a friendly, team-oriented culture which is positively reflected into the communities we serve.

The Opportunity:

Primary Duties and Responsibilities:

• Answers, evaluates, and prioritizes incoming tickets, telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Determines whether problem is caused by hardware or software.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, works with other technical staff to resolve more complex issues.
• Logs and tracks calls using help desk software and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as help desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce help desk incident rate.
• Consults with technical staff to explain software errors or to recommend changes to programs.
• Calls software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Writes software and hardware evaluation and recommendation for management review.
• Assists the System Admin and Sr. System Admin on complex projects such as server builds, network configuration changes, vendor management, phone system issues, and security modifications.
• Develops and maintains training manuals and materials such as exercises and visual displays. Trains users on software and hardware on-site or in classroom or recommends outside contractors to provide training.
• Installs personal computers, software, and peripheral equipment.
• Assists Director of Information Technology with vendor invoicing and payment.
• Other duties as assigned by CIO or IT Management.
• Responsible to maintain AlohaCare s confidential information in accordance with AlohaCare policies, and state and federal laws, rules and regulations regarding confidentiality. Employees have access to AlohaCare data based on the data classification assigned to this job title.

Requirements:

• High school diploma or equivalent
• 1-3 years of related Help Desk experience
• Equivalent combination of education, experience and credentialing
• Excellent verbal and written communication skills required
• Requires operation of general office equipment to include PC, fax/copy machine and ACD Mitel Phones.
• Strong knowledge and experience with PC hardware and software technology as well as file interchange, shared network resources, Internet access, and email.
• Detail oriented, analytic, and good organizational skills and aptitude for enterprise computing concepts.
• Able to effectively communicate technical concepts to non-technical audiences.
• Ability to maintain strict confidentiality.
• Willingness to accept and be on call.
• Flexibility of time for early, late or weekend work as required.
• Customer focused and service oriented.
• Experience installing, configuring, upgrading and troubleshooting PC hardware and software in a Microsoft environment.

Mental, Physical and Environmental Demands:

• Sedentary Work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.
• Inside working conditions
• No environmental hazards
• Requires operation of general office equipment to include PC

Salary Range: $16.50 - $22.00 an hour

AlohaCare is committed to providing equal employment opportunity to all applicants in accordance with sound practices and federal and state laws. Our policy prohibits discrimination and harassment because of race, color, religion, sex (including gender identity or expression), pregnancy, age, national origin, ancestry, marital status, arrest and court record, disability, genetic information, sexual orientation, domestic or sexual violence victim status, credit history, citizenship status, military/veterans status, or other characteristics protected under applicable state and federal laws, regulations, and/or executive orders.