Overview
Petaluma Health Center's mission is to provide high quality health care with access for all in Southern Sonoma County & West Marin. We pride ourselves on our Patient-Centered care while maintaining an engaging environment for our staff. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community. Full Time Employee Benefits
21 Days of Paid Time Off 10 Observed Holidays Medical Insurance (Entire deductible paid by us!) 30 Chiropractor and Acupuncture visits per year included with enrollment in our health insurance plans (Kaiser and WHA) Dental Insurance Vision Insurance Gym Membership Discounts at Active Wellness Center and 24-Hour Fitness! 401K Matching after 1 year of employment Flexible Spending Account, Dependent Care FSA Life Insurance (included at no cost to the employee) Long Term Disability (included at no cost to the employee) Employee Assistance Program (included at no cost to the employee) Summary
The IT HelpDesk Agent provides responsive, customer-focused technical support to all Petaluma Health end-users, ensuring timely resolution of desktop, network, and application issues. This role is essential to maintaining high standards of service, supporting organizational goals, and fostering a positive user experience. Areas of Responsibility
Serve as the first point of contact for IT support requests via phone, web, email, and in-person channels. Log, categorize, and prioritize help desk tickets in accordance with company policy and service level agreements (SLAs). Maintain accurate records in the HelpDesk system, ensuring user information and ticket details are up to date. Contribute to and update the IT knowledge base, FAQs, and Standard Operating Procedures (SOPs). Collaborate with IT team members to streamline workflows and improve support processes. Provide remote support for hybrid and off-site employees using approved tools. Participate in regular training to enhance technical and customer service skills. Track and report on customer satisfaction metrics and support KPIs. Promote and support Petaluma Health’s mission, vision, and values. Perform other duties as required. Education/Experience
High School or equivalent or higher education Minimum of one year experience in a customer service role preferred Proficiency with Microsoft Office 365 and help desk/ticketing systems (e.g., ServiceDesk, Jira, Zendesk) a plus. Desired Skills
Must be comfortable using and learning new applications and technology Thoughtful, detail-oriented, and resourceful Operates well under pressure, maintaining composure, professionalism, and a service mindset Excellent verbal and written skills including the ability to explain technical concepts to non-technical employees and the ability to produce accurate and coherent written reports Skill in prioritizing tasks, managing multiple tickets simultaneously, and meeting service level agreements Dedication to providing excellent user experience, maintaining a positive attitude, and ensuring customer satisfaction Ability to remain calm under pressure and understand users' frustrations when dealing with technical issues Proactive and responsible with excellent follow-up and customer service Strong interpersonal skills Strong customer service ethic Excellent customer service skills (courteous, tactful, and professional demeanor) A professional attitude, providing outstanding and friendly client services, is critical Language Skills
Ability to effectively present information and respond to questions and requests from users, co-workers, and others, as necessary. Bilingual in English and Spanish, both written and verbal preferred.
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Petaluma Health Center's mission is to provide high quality health care with access for all in Southern Sonoma County & West Marin. We pride ourselves on our Patient-Centered care while maintaining an engaging environment for our staff. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community. Full Time Employee Benefits
21 Days of Paid Time Off 10 Observed Holidays Medical Insurance (Entire deductible paid by us!) 30 Chiropractor and Acupuncture visits per year included with enrollment in our health insurance plans (Kaiser and WHA) Dental Insurance Vision Insurance Gym Membership Discounts at Active Wellness Center and 24-Hour Fitness! 401K Matching after 1 year of employment Flexible Spending Account, Dependent Care FSA Life Insurance (included at no cost to the employee) Long Term Disability (included at no cost to the employee) Employee Assistance Program (included at no cost to the employee) Summary
The IT HelpDesk Agent provides responsive, customer-focused technical support to all Petaluma Health end-users, ensuring timely resolution of desktop, network, and application issues. This role is essential to maintaining high standards of service, supporting organizational goals, and fostering a positive user experience. Areas of Responsibility
Serve as the first point of contact for IT support requests via phone, web, email, and in-person channels. Log, categorize, and prioritize help desk tickets in accordance with company policy and service level agreements (SLAs). Maintain accurate records in the HelpDesk system, ensuring user information and ticket details are up to date. Contribute to and update the IT knowledge base, FAQs, and Standard Operating Procedures (SOPs). Collaborate with IT team members to streamline workflows and improve support processes. Provide remote support for hybrid and off-site employees using approved tools. Participate in regular training to enhance technical and customer service skills. Track and report on customer satisfaction metrics and support KPIs. Promote and support Petaluma Health’s mission, vision, and values. Perform other duties as required. Education/Experience
High School or equivalent or higher education Minimum of one year experience in a customer service role preferred Proficiency with Microsoft Office 365 and help desk/ticketing systems (e.g., ServiceDesk, Jira, Zendesk) a plus. Desired Skills
Must be comfortable using and learning new applications and technology Thoughtful, detail-oriented, and resourceful Operates well under pressure, maintaining composure, professionalism, and a service mindset Excellent verbal and written skills including the ability to explain technical concepts to non-technical employees and the ability to produce accurate and coherent written reports Skill in prioritizing tasks, managing multiple tickets simultaneously, and meeting service level agreements Dedication to providing excellent user experience, maintaining a positive attitude, and ensuring customer satisfaction Ability to remain calm under pressure and understand users' frustrations when dealing with technical issues Proactive and responsible with excellent follow-up and customer service Strong interpersonal skills Strong customer service ethic Excellent customer service skills (courteous, tactful, and professional demeanor) A professional attitude, providing outstanding and friendly client services, is critical Language Skills
Ability to effectively present information and respond to questions and requests from users, co-workers, and others, as necessary. Bilingual in English and Spanish, both written and verbal preferred.
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