PUYALLUP TRIBAL HEALTH AUTHORITY
JOB ANNOUNCEMENT
JOB TITLE: Technical Support Analyst II OPEN DATE: February 3, 2017
REPORTS TO: Chief Information Officer CLOSE DATE: February 16, 2017
DEPT: MIS
GENERAL FUNCTION: Provide end-user support by analyzing, evaluating and responding to calls regarding NextGen, desktop software and/or hardware including medical devices.
ESSENTIAL JOB FUNCTIONS:
· Answer departmental Help Desk line documenting trouble tickets and referring tickets to appropriate staff within 20 minutes.
· Install and maintain office productivity software and hardware for PTHA within required timeframe.
· Analyze and troubleshoot computer problems, identify appropriate solutions and implement the best solution keeping users informed of the status until the problem has been resolved or escalated within 2 hours.
· Train end users on the use of software applications and hardware.
· Assist in troubleshooting system performance, reliability, and security daily.
· Maintain user accounts in multiple applications, documenting changes in Help Desk within 4 hours.
· Maintain documentation on support procedures and provide a monthly update to CIO (ie: track-it, provisioning, computer deployment).
· Perform quarterly system maintenance, computer and application patching and enhancement tasks.
· Perform computer system imaging and deployments when necessary or as directed.
· Perform research of office automation hardware, software, and processes and make recommendations for enhancement of PTHA systems to CIO.
· Provide administrative support including: filing, typing, composing, proofreading, routing mail, preparing out-going mail, copying, answering phones, screening/referring callers to appropriate staff/department as needed.
· Maintain an up to date report of software and hardware inventory, licenses and warranty information. Provide a monthly report to CIO of this information including upcoming expirations.
· Responsible for troubleshooting system performance, reliability and security daily.
· Assist the System Administrator with deploying and reporting on automation packages sent to assigned desktop computers.
· Assist the System Administrator with monitoring the backup jobs as assigned and escalating all anomalies to the System Administrator I as soon as they are discovered.
· Engage the end user by analyzing calls to determine root cause and document the call in the Help Desk System.
· Initiate contact with vendors as needed or requested. Act as the point person in handling vendor interactions.
· Install, maintain and configure customer hardware and software for PC’s, network printers and other devices used in a medical setting.
· Identify and escalate situations requiring urgent attention or requiring higher level knowledge within established service level agreement or sooner.
MINIMUM REQUIREMENTS (EDUCATION AND EXPERIENCE): A Bachelor’s degree in an IT related field and a minimum of two (2) years’ experience in a computer related field OR six (6) years’ progressively responsible experience in computer related field. Minimum two (2) years’ basic PC troubleshooting and minimum two (2) years’ experience in providing end user support required. A current Microsoft Specialists certification in current Windows OS, or two current CompTia certifications.
Demonstrable knowledge of MS Office Suite troubleshooting, ability to multi task and professional telephone skills required.
BENEFITS FOR THIS POSITION INCLUDE: Medical, Vision, Dental, Life and AD&D insurance, 401(k), Vacation and Sick leave, paid Holidays, Employee Assistance Plan plus much more!
TO APPLY:
A PTHA employment application is required (resume optional). Applications are available in the Human Resource Department or on the PTHA website. Completed applications must be submitted to the Human Resource Department by 5:00 pm on the closing date. We are an Equal Opportunity Employer while practicing Native preference according to law.
PTHA - Human Resource Department
Kwawachee Counseling Center, Bldg. #4, 1st Floor
2209 East 32nd Street
Tacoma, WA 98404
Phone: (253) 593-0232 ext. 353
Fax: (253) 593-3479
Email:
Website: www.eptha.com
Because of the large number of applications that may be received, not everyone who applies for a vacant position will be interviewed. Only those interviewed will receive notification when the position is filled or closed.
PTHA IS AN ALCOHOL/DRUG FREE WORKPLACE and SMOKE-FREE ENVIRONMENT