DESKTOP SUPPORT SPECIALIST I - Seattle Indian Health Board

Job Details

Job Details

Job Location
International District - Seattle, WA

Position Type
Full-Time

Salary Range
$23.80 - $33.17 Hourly

Job Shift
Day

Job Category
Information Technology

Description

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 Relatives (patients) first by delivering the highest quality, professional, responsive, and innovative care. Our Relatives come first and deserve the best.

Position Summary:

SIHB has an outstanding opportunity for a Desktop Support Specialist I. This role is the point of contact within the IT department for end-users to submit requests or receive support and maintenance. This includes installing, diagnosing, repairing, maintaining and upgrading all endpoint hardware and equipment including PCs, laptops, printers, tablets, desktop phones, and mobile devices, as well as software & systems.

Organizational Structure/Reporting Relationships:

This position reports directly to the IT Director and is a member of the IT team. This position has no direct reports.

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 by delivering the highest quality, professional, responsive and innovative care.

Job Responsibilities, Qualifications, Education and Work Environment

Responsibilities:

Perform onsite analysis, diagnosis, and resolution of end-user problems, and recommend and implement corrective solutions, including offsite support for remote users as needed to deliver required service levels and satisfied end-users.
Receive and respond to incoming support requests with a focus on customer service excellence.
Answer to and perform installs, moves, adds and changes (IMAC) requests as needed and / or as directed by the IT Director.
Develop and maintain an inventory of all endpoint equipment and peripheral devices.
Accurately document equipment or component failure, repair, installation, and removal.
Work closely, with third-party support, vendors, contractors, or consultants as needed.
As directed by the IT Director, provide end-user training for all modified or new systems.
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.

Qualifications

Qualifications:

At least two years' experience in a similar role providing direct IT support to end-users within a similarly sized organization.
Working knowledge of IT systems security and HIPAA compliance.
Excellent end-point hardware and software troubleshooting experience.
Broad knowledge of end-point operating systems, including Windows, as well as mobile operating systems.
Thorough understanding of (and proven support experience with) standard desktop productivity applications such as MS 365, Adobe, etc.
Excellent technical knowledge of end-point device hardware and peripherals from manufacturers such as Dell, and HP, as well as various mobile devices.
Able to read and understand technical manuals, guides and procedural documentation.
Passion for providing exceptional customer service.
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, meet multiple and often competing deadlines.

Education:

Associate degree in Computer Science, or related field preferred.

Work Environment:

Hours of operation are based on a 4-10 schedule, Monday through Friday with one day off. Occasional extra hours for events or to meet deadlines may be required.

FOR INFORMATION ABOUT OUR BENEFITS PACKAGE, PLEASE VISIT OUR WEBSITE AT:

Seattle Indian Health Board

06/19/2024

Seattle,WA