IT Support Technician II

Sea Mar Community Health Centers • Puyallup, WA

3d

About The Position

Experienced Support Technician responsible for ensuring proper support of all organizational computer hardware and software operation to maximize uptime so that end users can effectively accomplish business tasks. This position configures, installs, diagnoses, repairs, and maintains all user computer hardware, peripherals, and software in timely manner. Acts independently as first line of support for employees seeking assistance with applications, network connectivity, computer hardware (desktops, laptops, and tablets), and peripherals. Escalates support requests to senior support staff as well as to other specialist IT staff members as needed based on defined criteria. Duties and Responsibilities As a mission-driven organization, the core values of, and the services offered at Sea Mar are based on the belief that everyone deserves to be respectfully treated in a way that preserves dignity and enhances self-worth. Sea Mar is an advocate for its clients and aims to achieve industry leading, client centered, culturally aware services. Sea Mar employees serve as an extension of this mission and demonstrate their commitment to an excellent client experience by: Understanding and empathizing with client needs Surpassing client expectations Demonstrating a high level of integrity Exhibiting compassion and commitment Advocating for social justice Taking pride in individual work as well as that of the team Continually learning to stay current with industry standards, best practices and technology As a Sea Mar employee, the individual in this position commits to adherence to these values to their utmost ability and endeavors to strengthen and embody this mission daily. Essential Duties and Responsibilities Provide first-level contact and problem resolution for all users with hardware, software and applications problems within the scope of existing Service Level Agreements whenever possible. Provide help via the ticketing system, telephone and remote assistance tools when appropriate. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling support cases. Whether on the phone or in person listen to users, be receptive to their issues and suggestions, and courteously obtain and, if necessary, convey concise problem information to internal IT personnel and external vendor support personnel. Use troubleshooting skills to diagnose and resolve user issues. Provide accurate and timely logging and resolution of issues in the issue tracking system. Escalate problems as appropriate following written procedures. Provide support for business applications or escalate them to the appropriate SME. Act as a liaison between customers and other internal support staff to assure accurate problem interpretation. Maintain regular communications with customers during the problem resolution process. Maintain in-depth knowledge of supported products and services. Proactively assist users in preventing future problems by looking for root causes, correcting and documenting procedures, and providing training when appropriate. Using appropriate checklists install and configure new desktops, laptops and tablets, document all checklist actions. Communicate problems and/or patterns of errors with other support staff and other appropriate IT staff. Assist with check out/in and maintenance of software library and maintaining accurate license counts. Assist with desktop hardware inventory enterprise-wide. Assist junior technicians with issues and training. Possible off-hours support on rotating basis with other staff members.

Requirements

• Microsoft Technologies; e.g., Windows, MS Office, Active Directory, Exchange, etc.
• Desktop imaging experience
• Knowledge of LAN/WAN technology, TCP/IP, and thin client systems.
• Printer and basic networking peripheral support experience.
• Demonstrated ability to effectively communicate by phone or in person.
• Demonstrated writing ability.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
• Demonstrated analytical and troubleshooting skills.
• Initiative to act independently to resolve problems.
• Demonstrated ability to manage multiple priorities and follow through on projects to completion.
• A+ certification (or better/equivalent).
• HS diploma or GED required.
• A valid Washington Driver’s License and current automobile insurance.
• Pre-hire annual employee health screening and TB test
• Annual influenza vaccine. Only exception is for employees with a medical or religious exemption approved by Administration. Employees with an approved medical or religious exemption must wear a mask at all time during the flu season.
• TB testing annually.
• Repetitive motions of hands/wrists.
• Sitting for extended periods of time.
• Must be able to lift/move up to 50 pounds.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• Occasional lifting, bending, or carrying.
• 3 to 5 years demonstrated experience as a Support Technician.

Nice To Haves

• Spanish language fluency.
• Experience with Citrix environments.
• Experience with Voice over IP (VoIP) telephone systems.
• ITIL experience.
• Medical systems (EHR, practice management, etc.) support experience.
• Associate or Bachelor Degree.
• Microsoft Certified Professional (MCP).

Responsibilities

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems within the scope of existing Service Level Agreements whenever possible.
• Provide help via the ticketing system, telephone and remote assistance tools when appropriate.
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling support cases.
• Whether on the phone or in person listen to users, be receptive to their issues and suggestions, and courteously obtain and, if necessary, convey concise problem information to internal IT personnel and external vendor support personnel.
• Use troubleshooting skills to diagnose and resolve user issues.
• Provide accurate and timely logging and resolution of issues in the issue tracking system.
• Escalate problems as appropriate following written procedures.
• Provide support for business applications or escalate them to the appropriate SME.
• Act as a liaison between customers and other internal support staff to assure accurate problem interpretation.
• Maintain regular communications with customers during the problem resolution process.
• Maintain in-depth knowledge of supported products and services.
• Proactively assist users in preventing future problems by looking for root causes, correcting and documenting procedures, and providing training when appropriate.
• Using appropriate checklists install and configure new desktops, laptops and tablets, document all checklist actions.
• Communicate problems and/or patterns of errors with other support staff and other appropriate IT staff.
• Assist with check out/in and maintenance of software library and maintaining accurate license counts.
• Assist with desktop hardware inventory enterprise-wide.
• Assist junior technicians with issues and training.
• Possible off-hours support on rotating basis with other staff members.

Benefits

• Medical
• Dental
• Vision
• Prescription coverage
• Life Insurance
• Long Term Disability
• EAP (Employee Assistance Program)
• Paid-time-off starting at 24 days per year + 10 paid Holidays.
• We also offer 401(k)/Retirement options and an exciting opportunity to work in a culturally diverse environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees