Helpdesk / Desktop Support Level I

Description

Job Title: Technical Support Specialist

Location: Ontario, CA – Hybrid Schedule

Department: IT & Operations

Reports To: IT Manager or Director of Technology

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About Citrus Valley Medical Associates

Citrus Valley Medical Associates, also known as The Mighty Docs, is a healthcare provider group serving the Inland Empire region of Southern California. Here's an overview of what they do:

Core Services

• Primary Care: Comprehensive general health services for patients of all ages.

• Specialty Care: Including Cardiology, Neurology, and Rheumatology.

• Urgent Care: After-hours and same-day care, both in-person and virtual, especially when primary care offices are closed. Care

• They offer a specialized Coordinated Care Clinic (CCC) for patients aged 65 and older. This clinic provides tailored care and helps seniors and their caregivers navigate complex healthcare needs.

Offices are located throughout the Inland Empire, including, Norco, Eastvale, Riverside and new HQ in Ontario.

As we grow, we’re looking for a dedicated and tech-savvy Technical Support Specialist to ensure our team and systems run smoothly.

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Job Summary

As a Technical Support Specialist, you will be the first line of support for internal staff and external users, resolving technical issues, managing hardware and software setups, and ensuring a seamless digital experience. You’ll play a key role in maintaining productivity and supporting our creative and healthcare-focused teams.

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Key Responsibilities

• Provide Tier 1 and Tier 2 technical support via email, chat, phone, and ticketing systems.

• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripherals.

• Support cloud-based applications (e.g., Google Workspace, Slack, Zoom, project management tools).

• Manage user accounts, permissions, and access controls across systems.

• Install, configure, and maintain hardware and software for Mac and Windows environments.

• Document issues, solutions, and best practices in the internal knowledge base.

• Escalate complex issues to IT staff or vendors as needed.

• Assist with onboarding/offboarding processes, including device provisioning and account setup.

• Monitor system performance and assist with patch management and updates.

• Maintain inventory of IT assets and ensure compliance with security policies.

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Required Skills & Qualifications

• 2+ years of experience in IT support, helpdesk, or desktop support roles.

• Strong knowledge of Windows, macOS, and mobile operating systems (iOS/Android).

• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, Jamf, Intune).

• Experience with cloud platforms like Google Workspace or Microsoft 365.

• Basic understanding of networking concepts (DNS, DHCP, VPN, firewalls).

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities and attention to detail.

• Ability to work independently and manage multiple priorities.

• Healthcare experience preferred, but not required

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Preferred Qualifications

• CompTIA A+, Network+, or similar certifications.

• Experience in a healthcare or HIPAA-compliant environment.

• Familiarity with ticketing systems like Zendesk, Freshdesk, or Jira Service Management.

• Knowledge of cybersecurity best practices.

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Skills

Project management, Infrastructure, Implementation, Project plan

Top Skills Details

Project management,Infrastructure,Implementation,Project plan

Additional Skills & Qualifications

Why Join Us?

• Work with a mission-driven team passionate about transforming healthcare.

• Flexible work environment with remote options.

• Opportunities for growth and professional development.

• Competitive salary and benefits.

Experience Level

Expert Level