IT Service Desk Field Technician *Tukwila*

GENERAL SUMMARY

The IT Service Desk Field Technician provides frontline Tier 1 technical support to end-users at Sound and its partner agencies.  The Field Technician is customer facing, first step of support in our Department support structure. The Field Technician defines technical problems and works with team members to timely resolve and/or determine solutions with the support of Tier 2 for resolution as needed. The Analyst I performs ongoing activities to maintain and enhance overall Sound technologies utilized by the organization.

ESSENTIAL FUNCTIONS AND DUTIES

  • Provides frontline IT support services to end-users with a focus on helping them achieve positive business results.
  • Troubleshoots Microsoft Windows, Office applications, and basic end-user connectivity issues.
  • Sets up printers, installs and configures end-user laptops and desktops, and provide phone system administration.
  • Applies software image of office workstations; desktops, laptops.
  • Proactively identifies, resolves problems, and research answers and provides resources to other IT team members and users.
  • Provides Access Management services: creates and assigns user IDs; maintains security group permissions, email distribution groups and other accesses as required.
  • Performs desktop maintenance and support for Windows workstations. 
  • Supports VOIP phone system including new phone line installation, adds, moves, and changes
  • Works collaboratively with other Technology Department colleagues and Project Leads to provide content expert assistance as required.
  • Travels to different Sound locations to troubleshoot, deliver, and set-up computer equipment.

SUPPLEMENTAL FUNCTIONS

  • As required, trains users on the use of email, telephones, and other software, as well as on IT policies and procedures.
  • Performs other duties as needed and/or assigned.

KEY WORK RELATIONSHIPS

This Field Technician works closely with the Technology Support Team and requires the team member to demonstrate strong competency and exemplary trustworthiness to Sound supervisory and line team members throughout all departments of the company daily.

EDUCATION AND EXPERIENCE

  • Minimum of two years of advanced technical support.
  • Proven customer or client service experience.
  • Demonstrable Windows operating system and MS Office expertise.
  • Proven experience in Microsoft Active Directory environments.
  • Experience in the following technologies:  Windows for desktop, basic Active Directory maintenance, Network Printing.
  • Experience supporting mobile devices including iPhones.
  • Experience utilizing industry best practices and products to address risks and situations found in modern computing environments.
  • College degree in related field preferred.
  • Experience in a healthcare setting is desirable, but not required.

KNOWLEDGE, SKILLS, AND ABILITIES

  • Strong and diverse knowledge base and proven experience in multiple areas of Information Technology.
  • Outstanding customer service skills.
  • Excellent organizational skills and attention to detail.
  • Must be able to communicate effectively (both orally and in writing).
  • Ability to analyze reports and general documents.
  • Excellent logic and ability to define and creatively problem solve complex situations.
  • Broad awareness of enterprise information systems technologies.
  • Ability to troubleshoot PC hardware - Desktop, Laptops.
  • Ability to manage multiple tasks with varying priorities.
  • Familiarity with ITIL Service Desk best practices and procedures.
  • A Certification Preferred

CERTIFICATES, LICENSES & REGISTRATIONS

  • Washington State driver's license and insurable driving record required.
  • Must pass a criminal background check.

PHYSICAL DEMANDS

To successfully perform the essential duties of this position, an individual must be able to sit at a desk for four or more hours a day, and use office equipment, including phones and computer keyboards, for four or more hours per day. Must be able to lift 50 pounds, bend and move computer equipment. Individuals must be able to engage team member over the phone and in-person by voice. Regular attendance is an essential function of the position. Reasonable accommodations may be made to assist individuals with disabilities to perform essential position functions.

LIMITATIONS AND DISCLAIMER 

The above position description is meant to describe the general nature and level of work performed; it is not intended as an exhaustive list of all duties, responsibilities and required skills for the position. Team members will be required to follow any other position-related instructions and to perform other duties requested by their supervisor in compliance with Federal and State laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities necessary to perform each duty proficiently. Continued employment remains on an "at-will" basis.

ACKNOWLEDGMENT

The above position description has been reviewed by me. I understand my duties and responsibilities. I also understand that duties and responsibilities may change in order to meet the needs of the organization.

Send letter of interest, resume to: Recruitment@Sound.Health