Description

Providence is seeking an Associate IS Desktop Technician:

The Desktop Technician I will provide desktop user support to help diagnose user problems; coordinate solutions; Track and report problems. They will also train on use of installed technologies; make recommendations and order hardware & software. Provide on-call support and weekly rotation (once every 5-7 week); conduct business analysis/research; evaluate and recommend options as well as negotiate with vendors and internal partners.

The IS organization is structured to provide IS operations, information technology, application development and support, data administration and data base, testing and quality assurance, help desk and project management services to the Health Plan.

Major Challenges:

Working in a rapidly changing environment.

In this position you will have the following responsibilities:

• Provide high quality end user support and services while providing excellent Customer Service to all Providence employees and partners.
• Triages customer issues and requests through various tools, troubleshooting and resolving end-user technology issues.
• Assign ITSM tickets to all other IS disciplines, and document all activity appropriately, while communicating appropriate status to the end user.
• Repair, replace, and update Personal Computers, Tablets and other computing hardware.
• Repair, replace, and update Phones, Smartphones and other mobile computing devices.
• Repair, replace, and update printers and related hardware.
• Repair, replace, and update computing accessories.
• Installs applications as directed.
• Work directly with PHP Desktop Engineering and other IS organizations to provide feedback and testing results on computer images to ensure stable computing environments.
• Work with all Providence IS organizations to accommodate customer issues and requests, and follow them through to completion.
• Escalate incidents related to software, hardware and interfaces, documenting progress and resolution of incidents.
• Ensure critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.
• Ensure customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience.
• Adheres to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations.
• Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IS organizations (both PH&S and vendors) during ticket handoff in order to minimize customer interruptions and avoid duplicate information requests.
• Other duties as assigned.
• Manages mid-sized facility and/or regional projects on an occasional basis.
• Possesses advanced user level understanding on the use of various IS provided office automation applications, (i.e. word processing, spreadsheet, browser), telecom equipment & features, (i.e. phones/cell phones, pagers, voicemail), or other IS supported equipment and/or systems.
• Develops enhancement and improvements of desk top related procedures and guidelines as needed.
• Assists in researching and evaluating new or improved desktop support tools.
• Mentors other team members to develop an understanding of the roles and responsibilities of the various IS teams.
• Working with vendors, consultants, manufacturer representatives, etc. in order to resolve open issues and/or implement identified systems and technologies.

Job Specific Knowledge, Skills and Abilities:

• Intermediate understanding of assigned systems and technologies as demonstrated by:
• Showing an extensive knowledge of microcomputers, telecommunications, LAN/WAN components & concepts, microcomputer applications, desktop operating systems, network operating systems (NOS), network/system components, Unix, TCP/IP and/or other communication protocols or proprietary systems.
• General technical support knowledge of Internet Explorer, Microsoft OS, IOS, MS Office, basic UNIX, and TCP/IP network, hardware configuration, including PC’s, thin clients, printers, servers and other peripherals.
• General knowledge of monitoring software and call tracking systems.
• General technical support knowledge of Outlook and Outlook Web access.
• General technical support knowledge of virtual computing environments (VMware, Citrix).
• General technical support knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications and remote access, VPN.
• General technical support knowledge of remote control tools to remotely resolve customer issues.
• General technical support knowledge of smart phones, and tablets.
• General technical support knowledge of AD, application interface engines, database structure and logic, report-writing tools.
• Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment.
• Own resolution of an issue through until completed to the satisfaction of the user, regardless of the numbers of handoffs between organizations.
• Remaining calm and professional under pressure, high ticket volume, and major events that impact the customer.

Required qualifications:

• Associate degree in IT or IT related industry or equivalent education/experience:
• 1 year of hands on IS/IT customer support desk, network, microcomputer, or telecommunications support and/or IS/IT project management experience in a business environment.

Preferred qualifications:

• MCP certification in appropriate technologies within 1 year of hire.
• A+ (any COMPTIA) Certification within 1 year of hire.
• 1 year IT customer service related experience in a single or combination of positions.

Salary Range by location:

WA Puget Sound Oregon (Portland) Alaska (Anchorage)

Min: $24.26 , Max: $38.61

Oregon (Hood River, Medford, Seaside)

Min: $22.62 , Max: $35.99

Eastern Washington (Richland, Spokane, Walla Walla)

Min: $21.59 , Max: $34.36

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment.

We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.

Requsition ID: 168664

Company: Providence Jobs

Job Category: Operations & Support

Job Function: Information Technology

Job Schedule: Full time

Job Shift: Day

Career Track: Admin Support

Department: 5018 IT ADMINISTRATION OR REGION

Address: OR Beaverton 3601 SW Murray Blvd

Pay Range: $24.26 - $38.61

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.