Petaluma Health Center · 20 hours ago
IT Helpdesk Agent
Petaluma, CA
Full-time
Hybrid
Entry Level
1+ years expPetaluma Health Center is dedicated to providing high quality health care with access for all in Southern Sonoma County & West Marin. The IT HelpDesk Agent is responsible for delivering responsive, customer-focused technical support to all end-users, ensuring timely resolution of various technical issues and fostering a positive user experience.
DentalHealth CareMedical
Responsibilities
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
Qualification
Required
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
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
Ability to effectively present information and respond to questions and requests from users, co-workers, and others, as necessary
Preferred
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
Bilingual in English and Spanish, both written and verbal preferred
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)
Company
Petaluma Health Center
Petaluma Health Center provides patient-centered medical, dental and specialty healthcare services for the communities.
501-1000 employees
H1B Sponsorship
Petaluma Health Center has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
Funding
Current Stage
Late StageTotal Funding
$0.02MKey Investors
Healthy Petaluma
2024-02-13Grant· $0.02M
Leadership Team
Pedro Toledo
Chief Executive Officer
Recent News
The North Bay Business Journal
2024-05-24
The North Bay Business Journal
2024-03-13
Company data provided by crunchbase