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Information Systems (IS) Technical Support Specialist II

Providence Health & Services

This is a Full-time position in Spokane, WA posted April 2, 2021.

**Description:****Providence is calling an Information Systems (IS) Technical Support Specialist II (Infrastructure Services Phc, Days, 1.0 FTE, 40 hours per week) to Providence Sacred Heart Medical Center in Spokane, Washington.

We are a community of caregivers delivering every day on our Mission to provide compassionate care that is accessible for all
– especially those who are poor and vulnerable.****_Apply Today!

Applicants that meet qualifications will receive a text with some additional questions from our Modern system._****In this position you will:**+ **General Accountabilities for Levels I and II:**+ **Demonstrate Providence Health & Services core values of Compassion, Dignity, Justice, Excellence and Integrity to customers, employees, and visitors; and provides quality service in the performance of work assignments and duties.**+ **Maintain established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.**+ **Technical Duties for Levels I and II:**+ **Provide high quality end user support and services while providing excellent Customer Service to all Providence employees and partners.**+ **Triage 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.**+ **Install applications as directed.**+ **Work directly with CSE/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.**+ **Adhere 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.**+ **Additional Duties for Level II:**+ **Provide training or mentoring to other team members regarding technical and application support.**+ **Make or recommend process, policy or procedure additions and modifications to Service Desk knowledgebase to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support teams.

Assists with resolving these issues with new process improvements.**+ **Demonstrate a leadership role within the Technology Service & Operations team in modeling behaviors consistent with industry practices in garnering excellent customer satisfaction.**+ **Provide a consistent focus on continuous process improvement for the Technology Service & Operations team.**+ **Design automation scripts for use by other team members.**+ **Develop and maintain technical documentation associated with troubleshooting customer hardware and software issues.**+ **Must be able to participate in the assigned “on-call” rotation.

Must be able to own transportation to and from various assigned work locations.**+ **Major Challenges:**+ **Providing a level of technical expertise across multiple skill sets and a complex technical environment to address and resolve the client’s issues in an acceptable time frame.**+ **Working with the many different IS support organizations within Providence IS (as well as vendors) will be challenging.

The expectation is that the Technical Support Specialist will continue to own resolution of an issue through until completed to the satisfaction of the user, regardless of the numbers of handoffs between organizations.**+ **Technical Support Specialist will need to develop and maintain solid working relationships with all impacted users within the areas that they support.**+ **Knowledge and understanding of the technical and application environment across the entire Providence enterprise.**+ **Remaining calm and professional under pressure, high ticket volume, and major events that impact the customer.****Qualifications:****Required qualifications for this position include:**+ Associate’s degree in IT or IT related industry plus (4) years of IT experience.+ At least two (2) current certifications* in technology related fields and a minimum of (1) year of experience in technical support.

– At least one (1) current certification in technology related field plus a minimum of at least two (2) years of experience providing technical support in a high volume, technology focused call center.

– At least three (3) years of experience providing technical support in a high volume, technology focused call center.+ A , Network , CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA.**Preferred qualifications for this position include:**+ Bachelor’s degree in Computer Science, Electrical Engineering, Information Systems or related discipline.+ Significant knowledge of Internet Explorer, Microsoft OS from Windows XP to Windows 8, MS Office, basic UNIX, and TCP/IP network, hardware configuration, including PC’s, printers, servers and other peripherals.+ Basic knowledge of monitoring software and call tracking systems.+ Advanced knowledge of Outlook and Outlook Web access.+ Basic knowledge of virtual computing environments (VMware, Citrix).+ Basic knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications, remote access, and VPN.+ Advanced knowledge of remote control tools to remotely resolve customer issues.+ Advanced knowledge of smart phones, and tablets.+ Basic knowledge of ACD, 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.+ Clearly document ticket progress and ticket closure details using standard PH&S toolset.+ Prior experience using Knowledge management tools.**About the hospital you will serve.**Providence Sacred Heart Medical Center has a commanding presence in Spokane, Washington and is a beacon of hope and healing for patients throughout the region.

We have over 600 beds and are chosen by people from across the state for the da Vinci surgical robotic for heart surgery and parents from all over the Inland Northwest who have children with life-threatening conditions know they’ll find the care and comfort they need at Sacred Heart Children’s Hospital.**For information on our comprehensive range of benefits, visit:****Our Mission**As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.**About Us**Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable.

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.**Schedule:** Full-time**Shift:** Day**Job Category:** IT Operations and Support**Location:** Washington-Spokane**Req ID:** 288511

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