IT SPECIALIST II

SEARHC: Who We Are - YouTube

SEARHC is a non-profit health consortium that serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

Working at SEARHC is more than a job: It’s a fulfilling career. We offer generous benefits including retirement, paid time off, paid parental leave, health/dental/vision benefits, life insurance, long-/short-term disability, and more

This position is located in SEARHC's new Southport location in Renton, WA.

Facilitates timely communication and resolution of problems reported to the Information Technology Operations team. Maintains a general level of institutional applications to provide excellent customer service and support. Performs installation/setup of end-user and network connectivity equipment. Troubleshoots and resolves issues related to the performance of end-user and network equipment organization wide. Acts as a second tier of support for user requests for assistance in tandem with Help Desk technicians.

Key Essential Functions and Accountabilities of the Job

• Hardware
• Installs, configures, tests, maintains, monitors, troubleshoots and upgrades end user desktop operating systems, software, hardware and peripheral equipment such as printers, scanners and related hardware connected to the network
• Addresses hardware failures including the replacement of appropriate parts
• Ensures system hardware, operating systems, software systems, and related procedures adhere to vendor specifications
• Installs virus updates, tracking and resolution (including work stations)
• Recommends extension of warranty or replacement of hardware depending on application/usage requirements
• Removes old equipment and arrange for disposal, sale to recyclers, etc.
• UPS Installs
• Provides Mac and Apple support
• Provides phone configuration, deployment troubleshooting and support
• Ticket Management and Documentation
• Receives, responds to and documents incoming Help Desk calls and emails; assists with monitoring and analyzing Help Desk call volumes to detect developing problems; coordinates problem solving with Help Desk technicians for improved customer responsiveness as appropriate; escalates issues as appropriate
• Records problem status and symptom information in a timely manner to communicate with and properly utilize IT staff as necessary
• Documents all work performed, including maintaining detailed network documentation
• Creates and maintains technical documentation
• User Support and Administration
• Adds, removes, or updates user account information, resetting passwords, etc.
• Assists users with application setup, maintenance, troubleshooting and basic training
• Provides training and documentation to end users for new or updated problem resolution procedures, including organizing and leading education sessions
• Audio and Video Support
• Assembles, maintains and repairs equipment used in multimedia production
• Provides support and management for conference hardware and activities
• System and network administration activities
• Pulls cables and rewires or directs the rewiring of cables as required
• Monitors communications network operations, which may include data and/or voice network telecommunications and transmission to remote locations
• Diagnoses problems using network system tools and performs repairs
• Performs preventive maintenance and backup recovery activities as required
• Conducts physical installation of new network hardware, including routers, switches, hubs and wireless devices
• Troubleshoots and resolves network connectivity issues with PC’s, laptops, and printers
• Mobile device management
• Installs mobile device management and encryption software on smartphones, tablets and laptops

Other Functions

• Occasional travel to rural areas required
• Occasional nights, weekends, and overtime required
• Other duties as assigned

Education, Certifications, and Licenses Required

• Associate’s degree in Computer Science or related field
• Bachelor’s degree preferred
• A+, Microsoft, Network+, or other similar technical certification
• Valid, unrestricted Alaska driver’s license

Experience Required

• 3 years’ experience installing, diagnosing, repairing, maintaining and upgrading MS, MacOS and iOS Operating Systems, PC software, hardware and peripheral equipment in a network environment
• Experience with the following: Electronic Medical Record systems; problem management systems, knowledge management systems, LAN-based software and hardware; personal computer-based applications, hardware and operating systems including Windows desktop and Mac platforms.

Knowledge of:

• Broad technical knowledge of PC hardware, software, peripherals and MS Operating Systems
• General knowledge of networking fundamentals and terminology
• Audio/visual systems and equipment
• SEARHC’s Infrastructure environment including; EMR programs, MS Office Products, security systems, data network and voice network
• Health care applications obtained through experience, classroom or web-based training, and/or shadowing appropriate staff

Skills in:

• Excellent written and verbal communication skills
• Excellent customer service skills, particularly via telephone
• Effective interpersonal skills to effectively work with IT staff, clinical staff, customers, & vendors

Ability to:

• Analytically solve complex problems
• Quickly learn new, complex systems and software
• Work problems remotely with non-technical personnel
• Efficiently handle multiple problems/tasks simultaneously
• Work independently and with a team