Northwest Kidney Centers seeks a IT Technical Support II to join the IT department in a full-time, day shift position with a hybrid work schedule.

Purpose:

The IT Technical Support II is the tier 1 & 2 of support for the ServiceDesk and onsite support. The day-to-day function of this role reports to the IT Service Team Lead, with a direct report to the IT Director. Some of the duties are responding, troubleshooting, resolving incidents, and fulfilling requests in the ServiceDesk while adhering to the relevant Service Level Agreement (SLA). In addition, the role includes hardware provisioning/ support, software provisioning/support, change control, access management, knowledge base articles, documentation, and IT Projects.

Shift: Full-time, Days (0800-1630), Mon-Fri

Duties and Responsibilities:

• Provide tier 1 support to the users at NKC on the phone or at the desk, working with or escalating to other support teams, internal or third party, where applicable.
• Provide tier 2 support for IT Tech Support Specialist I
• Monitor the ServiceDesk phone, queue for tickets, and assign to other teams if applicable.
• Ability to handle a high volume of incidents and requests
• Work to ensure we meet the IT SLAs for continued customer service.
• Assist with troubleshooting issues arising from daily monitoring and operations checks, including (but not limited to) system monitoring, Anti-Virus, e-mail, and hardware.
• Assist with the development and implementation of IT policies, SOPs, and guidelines.
• Contribute to and take responsibility for aspects of IT department systems and infrastructure projects.
• Assist with the selection of IT hardware/software according to approved hospital standards.
• This position will provide on-call support for after-hours service on a rotating basis.
• User and computer setup and hardware experience from start to finish (Windows setup, AD user and email creation, software install, Monitor/peripherals setup)
• Conduct performance evaluations and recommend necessary adjustments to the environments to ensure peak performance.
• Consult with clinic department personnel to explore IT needs and to identify and define areas of user dissatisfaction; relate user needs and concerns to appropriate IT management personnel for further action/resolution.
• Contribute to cost optimization and operational improvements by optimizing installed systems.
• Work independently or under very general direction.
• Work with NKC staff to provide training and support on hardware and software.
• Maintained computers, printers, and software inventory.
• Travel to NKC locations to provide on-site project support and assist NKC users.
• Performs all other duties and responsibilities, including cross-training within the department.

Education and Experience:

• Associate degree in computer science or 3 years equivalent work experience.
• Network+, A+, MCP, or relevant certification
• 3 years of experience with desktop, laptop, tablet, Office 365, Windows operating system, Active Directory (AD), Group Policy, and IT utilities.
• Good understanding of configuration and support of Windows PC, MacBook, Chromebook, and Tablets (Android & Apple).
• Strong understanding of AD Attributes and knowledge of how permissions are granted to users and groups
• Supporting MFA (Multi-Factor Authentication) and Microsoft remote app.
• Supporting admin tools for Microsoft 365, Endpoint manager, and Intune.
• Excellent customer service skills
• Team player
• Day-to-day hardware and software support.
• Communicate effectively with both internal and external clients
• Demonstrated ability to interact with all levels of staff.
• Root cause analysis
• Ability to multi-task and perform in a calm and business-like manner.
• Strong problem-solving skills, attention to detail, and the ability to think outside the box
• Be able to work on your own initiative
• Working knowledge of HIPAA, HITECH, and healthcare business processes is a plus.

Benefit offerings for eligible employees (.6-1.0 FTE):

• Choice of 3 medical insurance plans through Kaiser Permanente (PPO, HMO & HDHP)
• Delta Dental
• Vision Services Plan
• 401 Retirement match and discretionary match
• Disability benefits such as Short-term & Long-term Plans
• Life & AD&D Plans
• Educational Assistance/Tuition Reimbursement of up to $4,000 annually
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Transit Subsidy
• Paid Time Off includes personal time off and 8 Holidays. PTO will accrue bi-weekly and will be pro-rated based on the FTE. The accrual rate will be 7.39 hours each bi-weekly pay period for staff.

About Northwest Kidney Centers:

Founded in 1962 as the world’s first outpatient dialysis provider, Northwest Kidney Centers operates 20 dialysis clinics across the Puget Sound region in addition to hospital-based services and a large home-based dialysis program. We are a not-for-profit, community-based organization and consistently rank among the top dialysis providers in the United States in quality of care, patient outcomes and transplant rates.

At Northwest Kidney Centers, teamwork, integrity, respect, excellence and stewardship guide our approach to how we work. We differentiate ourselves by our patient centered approach and active commitment to advancing kidney research and dialysis innovation. Key to our success is the compassion and expertise of our dedicated team of staff that care for those we serve.
evening shift (1500-2330), Sun-Fri.

Northwest Kidney Centers is an equal opportunity employer. We don’t discriminate on the basis of race, gender, sex, sexual orientation, age, religion, national or ethnic origin, disability, genetics or veteran status.

Learn more about us, NKC on YouTube

Please note: Northwest Kidney Centers is obligated to adhere to Proclamation 24- 14.1 requiring healthcare workers in the State of Washington to be fully vaccinated against Covid-19 in order to work in a healthcare facility. Northwest Kidney Centers fully supports this requirement in order to prevent and reduce the spread of Covid-19 to patients and employees. All new staff will need to provide proof of Covid-19 vaccination to NKC Employee Health prior to their first day. Medical or Religious exemptions may be accommodated depending on the role. For exemption information, please contact Human Resources prior to your start date.