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IT - Solutions Tech II

3 months ago

Wenatchee, Washington, United States Confluence Health Full time

Salary Range:
$ $39.66

Overview:

Located in the heart of Washington, we enjoy open skies, snow-capped mountains, and the lakes and rivers of the high desert. We are the proud home of orchards, farms, and small communities. Confluence Health actively supports the communities we serve and their quality of life through our community support program and through our individual efforts as involved community members.

Full Time Employees of Confluence Health receive a wide range of benefits in addition to compensation.

  • Medical, Dental & Vision Insurance
  • Flexible Spending Accounts & Health Saving Accounts
  • CH Wellness Program
  • Paid Time Off
  • Generous Retirement Plans
  • Life Insurance
  • Long-Term Disability
  • Gym Membership Discount
  • Tuition Reimbursement
  • Employee Assistance Program
  • Adoption Assistance
  • Shift Differential

For more information on our Benefits & Perks, click here

Summary:

This position sits onsite in Wenatchee, WA.

Under the guidance of the IT Solutions Technician II Supervisor, the Desktop Technician is responsible for second level triage and support following the escalation process as described by Information Technology management. The technician installs, maintains, and upgrades desktop computer hardware, software, and peripheral equipment. The technician provides quality customer service and shares service improvement opportunities.

Position Reports To: IT Supervisor and Manager

Essential Functions:
  1. Provides quality customer service in a pleasant and respectful manner.
  2. Diagnoses and troubleshoots hardware and software problems.
  3. Provides second level support for all IT approved hardware and software.
  4. Under the direction of the IT Services Director and IT Network Services Manager, provides on-call smart hands support for other IT teams, including the IT Network and Systems Engineering Teams.
  5. Maintains annual internal certification of training for Smart Hands signed off by the IT Services Manager.
  6. Configures and upgrades PCs, laptops, printers, Multi-Function copiers, technology peripherals, and tablets and handhelds.
  7. Responsible for making sure that all checkoff lists, used to complete their tasks, are completed accurately.
  8. Acts on all assigned incidents in accordance with IT policy.
  9. Works with Desktop Technician Team Lead and other team members to resolve incidents and follow the escalation process as defined by IT management.
  10. Ensures software compliance on all application installations.
  11. Gathers requirements and other pertinent information and makes recommendations on new purchase requests to the IT Solutions Technician II Supervisor.
  12. Assists in the creation, documentation, and maintenance of hardware and software standards, including baseline images.
  13. Performs preventative maintenance where required or assigned.
  14. Reports improvement opportunities to the IT Solutions Technician II Supervisor.
  15. Assists in the training of IT Solutions Technician I and IT Technician II employees as assigned and as necessary.
  16. Learns new technologies, methods, and processes as required.
  17. Provides Help Desk coverage as needed.
  18. Follows and stays current on all IT procedures.
  19. Maintains required certifications.
  20. Completes other duties as assigned by the IT Solutions Tech II Supervisor, IT Operations Manager, or IT Services Director.
  21. Addresses patients, visitors, families, and co-workers in a pleasant and respectful manner; displaying courtesy at all times.
  22. Responds quickly and appropriately to inquiries and requests.
  23. Assists co-workers without being asked.
  24. Displays an unhurried and caring manner with visitors, families, and co-workers when performing duties.
  25. Maintains confidentiality of all patient-hospital or physician related information. Refrain from gossip and speak in low tones in all appropriate areas.
  26. Demonstrates a pleasing disposition and sensitivity to visitors, families, and co-workers needs.
  27. Performs related assignments as requested in order to promote positive visitor, family and co-worker relations.
    • Communicates, cooperates and performs related duties with other co-workers in your department and in other departments in a courteous and efficient manner to achieve overall hospital goals and objectives.
    • Greets all visitors, families, and co-workers, patients and physicians in a courteous, respectful and professional manner at all times. Responds to all visitors, clients, families, and co-workers with empathy and positive interpersonal skills at all times.
    • Handles all requests with a positive attitude at the time the request is made.
    • Assumes the responsibility for maintaining healthy interpersonal relationships with all those working or being cared for in the hospital, outpatient, or home setting.
    • Demonstrates a commitment to providing the highest and most reliable quality service available on a daily basis.
    • Strives for positive change in your work area. Cooperate with team members in a constructive and supportive manner.
    • Responsible for addressing inappropriate or unacceptable behavior on the part of a co-worker(s) in your department.
    • Demonstrates ethical conduct and practices.

Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.

Position Requirements:

Being fully vaccinated against COVID-19 is an essential requirement of working at Confluence Health. Religious and medical exemptions will be considered upon request.

Qualifications:

Required:

  • Two or more years troubleshooting hardware issues or 1 year with a two-year degree or better.
  • Two or more years troubleshooting software issues or 1 year with a two-year degree or better.
  • High School diploma or equivalent.
  • Professional courtesy and excellent communication skills.
  • A flexible attitude with work assignments, changing schedules and priorities.
  • Must be an extremely efficient troubleshooter, able to learn new things quickly, and solve problems without assistance.
  • Ability to effectively present information, responds to questions, and educate diverse groups of people.
  • Must have extreme patience, especially when supporting end users.
  • Highly motivated and willing to work in a team environment.
  • A+ Certification, MCP certification, or two-year degree or better.
  • Basic Knowledge of TCP/IP protocol and various operating systems.
  • Knowledge and experience configuring MS Office (Word, Excel, PowerPoint, Access and Outlook).
  • Knowledge and experience with Laser Printers, Label Printers, and Multi-Functions Copiers
  • Knowledge and experience with PC peripherals such as Cameras, Headsets, Scanners, Bar Code scanners, etc.
  • Two or more years' experience supporting Windows desktop operating systems in a Windows
  • Active Directory environment or 1 year with
    a two-year degree or better.
  • Communicates with employees, of all levels, in hospital and outside customer contacts as.
  • Must have proven self-directing characteristics. Often independently determining and developing approaches to priorities.
  • Must have a high degree of initiative and sound judgment in relation to complex technical situations. Displays creative ability in formulating and developing solutions to problems and user requests.
  • Must live within 30 minutes of primary work location due to on-call response times.
  • Must have the skills to be able to pass annual Smart Hands certificate provided by IT Services Leadership.

Desired:

  • Bachelor's degree or equivalent experience.
  • Two or more years' experience using IT Service Management software or equivalent.
Physical/Sensory Demands:

O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.
F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.
C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.

Physical/Sensory Demands For This Position:

  • Walking - F
  • Sitting/Standing - F
  • Reaching: Shoulder Height - F
  • Reaching: Above shoulder height - F
  • Reaching: Below shoulder height - F
  • Climbing - O
  • Pulling/Pushing: 25 pounds or less - F
  • Pulling/Pushing: 25 pounds to 50 pounds - F
  • Pulling/Pushing: Over 50 pounds - F
  • Lifting: 25 pounds or less - F
  • Lifting: 25 pounds to 50 pounds - F
  • Lifting: Over 50 pounds - O
  • Carrying: 25 pounds or less - F
  • Carrying: 25 pounds to 50 pounds - F
  • Carrying: Over 50 pounds - F
  • Crawling/Kneeling - F
  • Bending/Stooping/Crouching - F
  • Twisting/Turning - F
  • Repetitive Movement - F

Working Conditions:

  • Not Specified

Job Classification:

FLSA: Non-Exempt
Hourly/Salary: Hourly

Physical Exposures For This Position:

  • Unprotected Heights - No
  • Heat - No
  • Cold - No
  • Mechanical Hazards - Yes
  • Hazardous Substances - No
  • Blood Borne Pathogens Exposure Potential - No
  • Lighting - Not specified
  • Noise - Not specified
  • Ionizing/Non-Ionizing Radiation - Not specified
  • Infectious Diseases - Not specified