IT Lead Specialist - Full-time

p style="text-align:left"Pay Range:/pPay Range:$31.83 - $44.56p style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:left"span class="emphasis-2"SEARHC/span 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./pp style="text-align:inherit"/pp style="text-align:left"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./pp style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:inherit"/pAssists 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.pbKey Essential Functions and Accountabilities of the Job/b/pullipAssists 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./p/lilipProvides timely and effective technical solutions and guidance to internal and external customers via in-person, video, and telephonic support./p/lilipMeasures, monitors and maintains customer service and satisfaction metrics. Fosters good customer relations and service at all times within the group./p/lilipOversees inventory management processes as related to ordering, stocking, and asset management./p/lilipConsults with the Director of Technical Support Services on matters of significance i.e. staff performance, discipline, and hiring./p/lilipCoordinates 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./p/lilipMaintains open technical communications to other IT staff./p/lilipProactively 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./p/lilipResearches and recommends desktop hardware, software, and management systems in support of key business processes and clinical services./p/lilipAssists with writing policies and procedures regarding consortium use of technology and best practices./p/lilipAssists with vendor relations regarding desktop hardware/software support, licensing, and quote issues/p/lilipOther duties as assigned/p/li/ulpbEducation, Certifications, and Licenses Required/b/pullipAssociate’s degree in Computer Science or related field, or equivalent in training and experience. – required/p/lilipBachelor’s degree - preferred/p/lilipValid Alaska driver’s license - required/p/lilipA#43;, Microsoft, Network#43;, or other similar technical certification - required/p/li/ulp/ppbExperience Required/b/pullip4 years in support of endpoint technologies (PC’s, Laptops, peripherals, software) - required/p/lilip1-year supervisory experience - preferred./p/li/ulp/ppbKnowledge of/b/pullipKnowledge of PC hardware, software, peripherals and MS Operating Systems./p/lilipKnowledge of networking fundamentals and terminology./p/lilipKnowledge of audio/visual systems and equipment/p/lilipKnowledge of SEARHC’s Infrastructure environment including; EMR programs, MS Office Products, security systems, data network and voice network/p/lilipKnowledge and understanding of health care applications/p/li/ulp/ppbSkills in/b/pullipTraining/sharing knowledge with others/p/lilipTechnical documentation development and maintenance/p/lilipAnalyzing and solving complex problems/p/lilipProviding documentation with clear and concise instructions on IT processes./p/lilipCustomer service skills./p/li/ulp/ppbAbility to/b/pullipAbility to analytically solve complex problems./p/lilipAbility to quickly learn new, complex systems and software./p/lilipAbility to work problems remotely with non-technical personnel/p/lilipAbility to demonstrate technical capability/p/lilipAbility to efficiently handle multiple problems/tasks simultaneously/p/lilipAbility to work independently and with a team/p/li/ulp/ppbTravel Required/b/pullipUp to 25% travel expected./p/li/ulp style="text-align:inherit"/pp style="text-align:left"bRequired Certifications/b:/pp style="text-align:inherit"/pA+ COMPTIA Certified - COMPTIAp style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:left"iIf you like wild growth and working with happy, enthusiastic over-achievers, you#39;ll enjoy your career with us! /i/p