Information Systems - Tier I

UNAVAILABLE; Othello (WA); On-site; USD 42,000 - 66,000; Full time

Job summary

UNAVAILABLE onsite IT Support Services Specialist Tier I joins a cross-functional team to support healthcare desktop devices, install applications, and configure Windows OS for end users. You will help clinicians and staff with IT issues and contribute to training materials.

Key skills include Windows OS, Active Directory, DNS/DHCP, and VDI, with travel to CBHA facilities as needed and a focus on patient care delivery."

Qualifications

• Bachelor’s degree in computer science or related field with 1 year of work or internship experience.
• OR an Associate’s degree in computer science with 2 years of related experience.
• OR no degree but 4 years of IT experience with progressive responsibilities.

Responsibilities

• Serve as a Support Service Technician and IT liaison to non-clinical, clinical staff and providers.
• Take initiative to engage customers, team members, vendors, and technical support specialists to resolve IT issues.
• Demonstrate professional acumen to work in a customer care oriented, diverse team environment.
• Take ownership to engage and escalate end-user issues for first-line resolution.
• Occasionally provide cross-coverage for team members.
• Travel to CBHA facilities to assist customers and improve IT environments.
• Work non-production hours as needed to support healthcare delivery.
• Provide remote technical support during on-call hours.
• Develop and deliver end-user training materials for applications.
• Discuss proper use of applications, IT policies, and procedures with end-users.
• Document and maintain internal IS support workflows and policies.
• Participate in Help Desk, Sprints, Engineering Design Meetings, and Dept. Meetings.

Skills

Windows OS

Active Directory

Networking

DNS

DHCP

VDI

Tech Support

Documentation

Customer Service

Security policies

Education

Bachelor's degree in Computer Science

Associate degree in Computer Science

4 years IT experience without degree

Tools

Citrix

VMware

Microsoft Server

MS Office

VPN

Job description

Overview

Primary Accountability

This onsite IT Support Services Specialist Tier I Position is a member of a cross-functional high performance team. This exciting, at times challenging, position provides support for applications, connectivity and workflows commonly found on healthcare desktop computing devices. Moreover, this position requires the technical acumen to install applications and perform some Windows OS and desktop application configuration common to support service tasks. The individual must have a strong ability and desire to effectively assist customers, a willingness to continue to learn and grow while working as a valuable team member.

Description of Primary Responsibilities

• Serve as a Support Service Technician and IT liaison to non-clinical, clinical staff and providers.
• Take the personal initiative to engage customers, team members, vendors, and technical support specialist, and consultants to solve technical IT related issues.
• Demonstrate an effective professional acumen to work successfully in a customer care first diverse team environment.
• Take ownership to effectively engage and interact with team members to escalated end-user issues and provide first-line support to drive end user issue resolution.
• At times, provide assistance to the team as cross-coverage.
• As an IT customer liaison, at times, travel to distant CBHA facilities to effectively assist customers and identify opportunities to improve the customers IT ecosystem.
• At times, work non-production hours to perform duties which otherwise impact healthcare delivery.
• At times, provide remote technical support during on-call hours.
• Develop and deliver end-user basic support materials and training for existing or new applications.
• Develop and discuss with end-users proper use of applications, IT policies, and procedures.
• Document, update, and maintain internal IS support services workflows and policies.
• Actively participate in Support Service Help Desk meetings, Sprints, Engineering Design Meetings, and Departmental Meetings.

Technical Knowledge

A basic working knowledge and experience in:

• MS Windows 7-11 and basic understanding of Microsoft Server functions.
• Learning, researching, installing, updating, and maintaining desktop applications.
• Virtual applications and virtual desktops delivery.
• Active Directory, Group Policy Objects (GPO), and file security.
• Security roles and principles.
• Client-Server-Database application delivery model.
• IP Schemes, Networking TCP/IP, gateways, DNS and DHCP.
• Application workflow mapping.
• Change control management practices.
• The implementation of small to mid-size projects using project management strategies including constructing tasks, timelines while providing reports and updates.

Responsibilities

Professional Development

• Promote a positive work culture and uphold clinic policies and procedures while meeting the organizations behavior standards.
• Successfully work in a team environment and promote an eagerness to assist with larger projects to continue to learn and gain technical expertise.
• Consideration of the way the work affects other employees outside the department or functional area.
• Must uphold confidentiality at all times in regards to activities, reports, financials, patient health information and other proprietary information.
• Job responsibilities require individual development of priorities for effective performance of duties, including re-prioritization of current workload in response to changing circumstances.
• Ability to work well as part of a high performance team and communicate current project developments with team members.
• Devise effective solutions to situations encountered based on general goals and desired end-user outcomes.
• Self-motivated with a personal desire for further development with certifications and training.

Qualifications

Requirements

• Bachelor’s degree in computer science or related field from a recognized center for higher education and 1 year of work (or internship) related experience;
• OR an Associate’s degree in computer science or related field from a recognized center for higher education with 2 years of work related experience;
• OR no professional degree, but 4 years of experience in information technology with progressive advancements in IT.

Licenses & Certification

At least one or in the progress of obtaining one of the following:

Microsoft MCSE, MCSA, MCM, other MS certification; Citrix (any), VMware (any); industry standard professional level certifications like CompTIA A++ or Net +.