IT Desktop Support

IT Desktop Support

Evergreen Family Medicine is committed to providing excellent care for your family with clinics in

Roseburg and Myrtle Creek Oregon. Evergreen Family Medicine serves outpatient needs, including

Urgent Care, Family Practice, Women’s Health, Occupational Health, and school-based telehealth.

Evergreen Family Medicine is a Drug Free Workplace. All candidates that are offered employment will

be required to pass a pre-employment drug screen and background check

Responsibilities and Duties:

• Maintains confidentiality according to HIPPA regulations and EFM Policies.
• Adheres strictly to EFM departmental standards and policies, including state and federal regulations.
• Communicates effectively and professionally with coworkers, managers, administrative staff and providers via phone, email or in person.
• Generate and maintain reports on help desk metrics, ticket trends, and system issues to support operational decision-making.
• Serve as the first point of contact for end users seeking technical assistance.
• Provide support via phone, remote, and in-person.
• Provide basic desktop troubleshooting and support for all laptops, desktops, tablets, and peripheral devices at Evergreen.
• Accurately address, document, and complete tier 1 tickets within the ticket system accurately and in a timely manner.
• Elevate tickets to tier 2 as necessary.
• Install and configure computer systems and applications.
• Maintain hardware and software inventory in accordance with IT policies.
• Relocate staff IT equipment as needed with approval from COO.
• Provide education to end users to help alleviate future issues.
• Manage user account passwords in active directory.
• Make daily rounds with end users to assess end user needs.
• Ensures daily to promote an environment filled with teamwork, a positive outlook and constant professionalism.
• All other duties as assigned.

Qualifications and Skills:

• Associate or bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience)
• 3+ years of experience in IT desktop support or help desk environments
• Strong report writing skills required; experience with Snowflake reporting preferred
• Strong troubleshooting and problem-solving abilities for hardware, software, and network issues
• Experience with ticketing systems and remote support tools
• Proficiency in installing, configuring, and maintaining desktops, laptops, printers, and peripheral

Physical requirements:

• Prolonged periods sitting at a desk and working on a computer.
• The employee is frequently required to walk; use hands and fingers, handle, or feel; and reach forward with hands and arms.
• The employee is occasionally required to sit and stoop, kneel, or crouch.
• Must be able to withstand physical and emotional stress.
• Requires long hours of standing and moving.
• Must be able to lift up to 15 - 55 pounds at times.
• This job requires travel between Evergreen locations.

Our culture and values are every employee’s responsibility: The needs of our patient come first S.P.I.R.I.T

• Stewardship
• Patient & Population Focused Health Care
• Integrity
• Respect
• Innovation
• Teamwork

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