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Position: Help Desk Technician I & II (I.T.)

Responsible To : I.T. Manager

Department: I.T.


The Help Desk Technicians work within the IT Department and under the supervision of the I.T. Manager.  This position provides end-user support for all IT hardware and software applications in person or remotely via RDP, phone, or email.  Ensure all issues reported by the end-users are resolved properly and timely.  Works closely with other IT personnel to resolve end-user problem tickets.

Duties and Responsibilities:

  • Focus on End User Support
    • Identify and analyze HW/SW issues and make proper determination of the problem.
    • Apply basic troubleshooting techniques to check for problems.
    • Perform preventative maintenance and upgrade on HW and SW.
    • Train and assist users on best practices of IT hardware and applications usage.
    • Enforce adherence to IT security and HIPAA security policies.
    • Maintain current knowledge of hardware, operation systems, applications and networking.
    • Maintain current knowledge of IT concepts, practices and procedures.
    • Document problem and change tickets. Update and close tickets timely.
    • Communicate regular status updates to end users and stake holders.
    • Develop a working knowledge of all applications within the Camarena Health organization and provides technical assistance.
  • Teamwork
    • As a team member of Camarena Health, this position will respect and protect information regarding patients and other team members and abide by the rules of the Camarena Health Confidentiality Statement Protocol.
    • This position is responsible for various other work-related duties as assigned by supervisor. These work-related duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.
    • Maintains professional and technical knowledge by attending educational workshops, and establishing professional and personal networks.
    • Contributes to the team effort by accomplishing related results as needed.
    • Ensures help desk tickets are assigned to other IT personnel as needed


Minimum Requirements:


  • 1-3 years of experience in the IT field or in a related area.
  • A+ or other similar certifications

Help Desk II:

  • An associate’s degree or its equivalent or technical school and 3-5 years of experience in the IT field or in a related area.
  • A+ or other similar certifications


Prior Experience:                            

  • Familiarity with IT networking technology and terminology
  • Experience in a healthcare (service delivery) environment desired
  • Familiarity with medical terminology desired
  • Help Desk team member



  • Strong knowledge of:
    • Data processing methods and procedures; computer software systems
    • Equipment and software characteristics of various computer systems and a general understanding of system features and their integration capabilities
    • Ability to maintain and troubleshoot networking and telecommunications equipment, connections, and software
  • Proven skills in:
    • Effective written skills; solid grasp of English grammar and writing techniques
    • Effective oral skills; communicates effectively, listening attentively without interrupting; questions to clarify; conveys technical information in understandable terms
    • Interpersonal relationship building
    • Telephone and personal courtesy
    • Customer-service
  • Demonstrated ability to:
    • Find and implement appropriate solutions to individual and system problems that mesh with current on-site resources
    • Relate to all levels of the user community
    • Be a team player that motivates and educates other team members
    • Ability to be self-sufficient
    • Translate technical language to lay audiences
    • Link and apply complex technologies to business strategies