TECHNICAL SUPPORT ANALYST II

SIHB Core Competencies

Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop. These competencies define common measures for performance that are applied to every role in the organization.

• Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine. It is our responsibility to maintain cultural integrity in all that we do.
• Accountability: All employees of SIHB effectively manage their own work and the work of their teams. We take ownership of our actions and decisions. We all strive to deliver the highest quality work and care, while respecting our teammates and Patients.
• Collaboration: SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.
• Communication: We practice effective and clear communication with staff, Patients, teams and community. We demonstrate empathy among each other and with those we serve, and transparency in our decision making.
• Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our Patients first by delivering the highest quality, professional, responsive, and innovative care. Our Patients come first and deserve the best.

Position Summary: The Technical Support Analyst Il ensures end user requests are fulfilled in an efficient, effective, and timely manner. This position is the central point of contact for Tier 1/2 IT support services and where needed, will coordinate with other internal/external teams to bring Incidents and Requests to resolution. The Technical Support Analyst II will also work to proactively prevent and reduce problems in the enterprise.

Organizational Structure/Reporting Relationships: This position reports directly to the IT Director.

Organizational Responsibilities:

• Hold Indigenous values and practices with respect and integrity.
• Hold yourself accountable to the highest standard by being resourceful, innovative, creative, and solutions-oriented.
• Actively participate in organizational activities with the understanding that success is achieved through teamwork.
• Recognize that communication is central to the organization's success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others' best intentions in mind.

At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best. Serve the needs of our Relatives first by delivering the highest quality, professional, responsive, and innovative care.

Job Responsibilities

• Incident and Request Management
• Coordinate with IT teams to prioritize and fulfill daily work.
• Fulfill assigned tasks and communicate status with end users.
• Tier 1/2 troubleshooting and field escalations.
• Maintain service level targets.
• Diagnose, document, and resolve onsite/remote issues.
• Initiate Incident Command process when high priority and high impact Incident occurs.
• Consult with end users to provide longer term solutions.
• Document in detail activities in Service Management tool.

Problem Management

• Monitor and maintain well-functioning technical environment.
• Identify patterns in Incidents and Requests to determine root cause(s) and implement solutions to proactively prevent future Incidents and Requests.
• Automate solutions to improve productivity where possible.

Project Management

• Participate in IT related projects as assigned.

Knowledge Management

• Manage life cycle of knowledge documents.
• Coordinate maintenance and update of all pertinent IT documentation to ensure activities are consistent and accurate.
• Generate and analyze reports on IT performance.

Change Control/Management

• Proactively participate/manage Changes into the production environment to prevent and reduce downtime and to learn and improve on Changes that are implemented in the organization.
• Coordinate IT Changes with the enterprise to ensure Changes are as successful.

Security

• Coordinate and monitor Identity and Access Management service to maintain compliance and consistency with policy and to meet end user expectations.
• Monitor health and security of all IT systems. Remediate areas of exposure
• Regularly test and verify enterprise backup and recovery strategy.
• Investigate security related Incidents. Conduct regular audits to ensure compliance.

Asset/Inventory Management

• Coordinate activities to maintain an accurate inventory of IT assets.
• Work to bring current IT physical and electronic assets in control.
• Track and management licenses.

Vendor Management

• Contact and coordinate with vendors to implement/support solutions.
• Participate in meetings with vendors.

Systems Administration

• Administrate and utilize IT systems to support enterprise solutions.

• Maintain knowledge of current trends and technologies.

• Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.

• Other job-related duties as assigned.

• At least two years' experience in a similar role providing direct IT support to end users within a similarly sized organization.

• Passion for providing exceptional customer service; the patience to listen carefully to end users' needs.

• Working knowledge of HIPAA compliance with IT systems and security requirements.

• Excellent end-point hardware and software troubleshooting experience.

• Thorough understanding of (and proven support experience with) standard office productivity applications such as Office365, etc.

• 1 year of increasing responsibilities administrating Office365.

• Ability to read, develop, understand, and follow technical manuals, guides, and procedural documentation.

• Analytical and problem-solving abilities, with keen attention to detail.

• Strong work ethic and commitment to getting the job done right the first time.

• Proven desire to work as a team member in a collaborative environment.

• Ability to conduct research into systems issues and products as required.

• Ability to provide and / or assist with providing end-user training relating to IT software and systems.

• Work well under pressure, to meet multiple and often competing deadlines.

• At all times, demonstrate cooperative behavior with co-workers and community.

• Experience working with the unique healthcare needs and social issues facing American Indians/Alaska Natives (AI/AN) and the desire to promote the delivery of appropriate health services to this population.

Desired:

• Associate degree in Computer Science, or related field.
• Other Requirements:
• Reliable transportation.
• Travel to multiple locations.
• Occasional weekend work.
• Valid Washington driver's license and car Insurance.
• Successful completion of a thorough background check.
• Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components.
• Occasional inspection/work on cables in floors and ceilings.
• Occasional work in server room environment.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals, weighing up to 50 pounds.

Work Environment:

• The Technical Support Analyst Il works in a collaborative work/office environment.
• Work hours are 4x10 hours shifts per week. Clinic hours are 7-6, Monday-Friday. Duties may involve long hours performing sedentary work at a computer terminal.