IT Specialist III

Pay Range:

$32.18 - $41.60

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 third-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 Essentials Functions and Accountabilities of the Job

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

• Executes project-related tasks.

• Adheres to inventory control processes to ensure accurate inventory levels which ultimately affect end user support.  Assist with ordering, stocking, and asset management of IT equipment.

• 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, leads, and attends training when available and appropriate.

• Participates in the evaluation and estimation of routine work requests, IT initiatives or all ongoing projects. Creates, follows, and maintains documentation and checklists to ensure efficiency and consistency.

• Acts as backup for certain departmental supervisor administrative 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.

• Participates in the evaluation and estimation of complex work requests. 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.

• Supports IT Lead and Manager in the training and onboarding of new staff, ensuring they follow IT standards and procedures.

• 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.

Other Functions

• Supports security awareness initiatives.

• Supports and promotes the mission and values of SEARHC.

• Other duties as assigned.

Supervisory Responsibilities

• Not Applicable, though some project related supervision may be required.

Education, Certifications, and Licenses Required

• High school diploma/GED required.

• Two Year College (associate's degree), Trade or Technical School (Certificate or Diploma) preferred.

• 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.

• Complete "World Class Customer Service Training Package" through Dale Carnegie within six (6) months of hire/promotion date.

Experience Required

• Minimum 4 years’ experience with configuring and deploying computing devices.  Experience with resolving complicated technical 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)

Knowledge, Skills, and Abilities

• Remain Polite, respectful, and work under pressure.

• Think logically.

• Embrace change.

• Knowledge of Active Directory, MS Azure.

• Computer systems and applications including MS Office (365) and email.

• Expertise in internal hardware, including motherboards and processors chips and memory.

• Incident tracking or customer support software.

• Manage personal goals and identify opportunities for improvement.

• Comfortable interacting with departmental leadership on special projects and initiatives.

• Point person on triaging high profile or time sensitive incidents and communications with all IT as needed.

• Excellent listening skills.

• Advanced problem-solving skills.

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!