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SouthEast Alaska Regional Health Consortium (SEARHC) · 3 months ago

IT Specialist I, II, or III

AK - Juneau

Full-time

Onsite

Mid, Senior Level

$26.06/hr - $36.08/hr

4+ years exp

SouthEast Alaska Regional Health Consortium (SEARHC) is a non-profit health consortium serving the health interests of Southeast Alaska residents. They are seeking an IT Specialist to provide technical support, assist with hardware and software installations, and manage Help Desk activities, ensuring a streamlined user experience.

Health CareNon Profit

Responsibilities

Facilitates technical support requests for IT related support as well as performing application and hardware installations, support of workstation hardware and software, resolving desktop/laptop and peripheral computing-related problems

Responsible for assisting with Help Desk activities by receiving, prioritizing, documenting and actively resolving service requests

Assists users with application setup, maintenance, troubleshooting and basic training

Participates in system support structure with other department staff

After-hours work and scheduled on-call periods are required

Acts as a third-tier of support in tandem with IT Help Desk Staff

Works under direct supervision and reports to the IT Technical Specialist Lead or Manager, depending on location

Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department

Occasionally leads in team meetings

Executes project-related tasks

Adheres to inventory control processes to ensure accurate inventory levels which ultimately affect end user support

Assist with ordering, stocking, and asset management of IT equipment

Required to strictly follow all IT standards to ensure a consistent experience for the end user resulting in a more streamlined and expediate ability to troubleshoot

Actively maintains education and cross-training on all departmental areas of expertise

Prepares, leads, and attends training when available and appropriate

Participates in the evaluation and estimation of routine work requests, IT initiatives or all ongoing projects

Creates, follows, and maintains documentation and checklists to ensure efficiency and consistency

Acts as backup for certain departmental supervisor administrative functions

In cases of issues caused by end user error educate the end user to avoid future disruptions to workflow where possible

Excellent communication and interpersonal skills, professional business manner, and ability to interact with people of differing professional levels

Communicates in a professional, positive, and timely manner in person, on the phone, and via electronic means

Highly proficient with current version of Microsoft Windows, knowledge of network mapping of drives/printers, Citrix (Desktop and Published Applications), Microsoft O365/Office 365, Client networking, Wi-Fi, and Anti-virus applications

Participates in the evaluation and estimation of complex work requests

Possess in-depth knowledge of various computing systems and peripheral equipment such as workstations, printers, scanners, hand-held devices, and mobile phones

Presents suggestions to management for improvements to processes, problem resolution

Supports IT Lead and Manager in the training and onboarding of new staff, ensuring they follow IT standards and procedures

Possess knowledge of network topologies and client configuration for network connectivity via VPN, Terminal Services, RDP, DHCP or static network connections

Supports security awareness initiatives

Supports and promotes the mission and values of SEARHC

Qualification

Microsoft WindowsA+ CertificationN+ CertificationCCNA CertificationActive DirectoryMS AzureIncident tracking softwareTechnical supportCustomer service trainingProblem-solving skillsCommunicationTeam collaboration

Required

High school diploma/GED required

Requires one or more A+, Microsoft Certified Technical Specialist, N+, CCNA, or other similar technical certifications or able to obtain certification within six (6) months of employment

Complete 'World Class Customer Service Training Package' through Dale Carnegie within six (6) months of hire/promotion date

Minimum 4 years' experience with configuring and deploying computing devices

Experience with resolving complicated technical issues

Academic study in an Information Systems field may be substituted for years of experience (1 yr Technical Certification program = 1 yr; 2 yr degree program = 2 years' experience; 4 yr degree program = 4 years' experience)

Excellent communication and interpersonal skills, professional business manner, and ability to interact with people of differing professional levels

Possess in-depth knowledge of various computing systems and peripheral equipment such as workstations, printers, scanners, hand-held devices, and mobile phones

Possess knowledge of network topologies and client configuration for network connectivity via VPN, Terminal Services, RDP, DHCP or static network connections

Knowledge of Active Directory, MS Azure

Computer systems and applications including MS Office (365) and email

Expertise in internal hardware, including motherboards and processors chips and memory

Incident tracking or customer support software

Advanced problem-solving skills