IT Specialist II

Pay Range:

$28.06 - $36.08

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, dental, and vision benefits, life insurance and long and short-term disability, and more.

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. This includes installing, diagnosing, repairing, maintaining, and upgrading desktop software, hardware, audio-visual (AV), and peripheral equipment. 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 second-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.

Key Essential Functions and Accountabilities of the Job

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

• Executes project-related tasks.

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

• 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 and attends training when available and appropriate.

• Participates in the evaluation and estimation of routine work requests, IT initiatives or minor projects. Creates, follows and maintains documentation

• Acts as backup for certain Senior level 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.

• 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.

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

• Other duties as assigned.

Education, Certifications, and Licenses Required

• High school diploma or GED

• 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.

Experience Required

• 2 years’ experience with configuring and deploying computing devices.

• Troubleshooting and resolving or escalating computing 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)software, hardware and peripheral equipment in a network environment – required

Knowledge of

• Knowledge of PC hardware, software, peripherals and MS Operating Systems.

• Knowledge of networking fundamentals and terminology.

• Knowledge of audio/visual systems and equipment

• Knowledge of SEARHC’s Infrastructure environment including; EMR programs, MS Office Products, security systems, data network and voice network

• Knowledge and understanding of health care applications

Skills in

• Written and verbal communication skills.

• Repair skills for PC’s, peripherals.

• Customer service skills.

Ability to

• Ability to analytically solve complex problems.

• Ability to quickly learn new, complex systems and software.

• Ability to work problems remotely with non-technical personnel

• Ability to demonstrate technical capability

• Ability to efficiently handle multiple problems/tasks simultaneously

• Ability to work independently and with a team

Required Certifications:

A+ COMPTIA Certified - COMPTIA, Cisco Certified Network Administrator (CCNA) - Cisco

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!