Pay Range: Pay Range: $31.83 - $44.56 Assists the Director of Technical Support Services with the operational management and support of Consortium information technology users and endpoint technologies. Supervises the activities of Technical Support Technicians assigned to them in the completion of service-related tasks. Plans, organizes, and schedules the day-to-day support operations of their team, as well as tracking open customer service issues through to closure. Activities include assigning, supporting and providing direction to other Technical Specialists in collaboration with the Director of Technical Support Services and the Chief Information Officer. Manages tier 2 support requests and assists with development, deployment and enforcement of technical policies and procedures. Consults with vendors for support, quote, and licensing issues.
SEARHC is a non-profit health consortium which 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 insurance, dental, and vision benefits, life insurance and long and short-term disability, and more.
Shift Details M-F 8-5
Key Essential Functions and Accountabilities of the Job Assists Director of Technical Support Services with direction and supervision of PC technician staff to ensure quality services and customer satisfaction. Supports staff in the use of IT's support software, documentation, and delegation of work.
Provides timely and effective technical solutions and guidance to internal and external customers via in-person, video, and telephonic support.
Measures, monitors and maintains customer service and satisfaction metrics. Fosters good customer relations and service at all times within the group.
Oversees inventory management processes as related to ordering, stocking, and asset management.
Consults with the Director of Technical Support Services on matters of significance i.e. staff performance, discipline, and hiring.
Coordinates with other departments to identify and ensure issues are resolved and appropriate corrective actions are taken and confirming the customer is satisfied with the outcome through proper follow-up.
Maintains open technical communications to other IT staff.
Proactively manages desktop and support management software to automate installations and updates in a manner that will ensure availability, integrity, and confidentiality of patient information according to HIPAA standards.
Researches and recommends desktop hardware, software, and management systems in support of key business processes and clinical services.
Assists with writing policies and procedures regarding consortium use of technology and best practices.
Assists with vendor relations regarding desktop hardware/software support, licensing, and quote issues
Other duties as assigned
Education, Certifications, and Licenses Required Associate's degree in Computer Science or related field, or equivalent in training and experience. - required Bachelor's degree - preferred Valid Alaska driver's license - required A+, Microsoft, Network+, or other similar technical certification - required
Experience Required 4 years in support of endpoint technologies (PC's, Laptops, peripherals, software) - required 1-year supervisory experience - preferred
Knowledge of PC hardware, software, peripherals and MS Operating Systems 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
Skills in Training/sharing knowledge with others Technical documentation development and maintenance Analyzing and solving complex problems Providing documentation with clear and concise instructions on IT processes Customer service skills
Ability to Analyze and solve complex problems Quickly learn new, complex systems and software Work problems remotely with non-technical personnel Demonstrate technical capability Efficiently handle multiple problems/tasks simultaneously Work independently and with a team
Travel Required Up to 25% travel expected.
Required Certifications A+ COMPTIA Certified - COMPTIA
If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!