IT Help Desk Technician II

Pay Range:

$28.06 - $36.08

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health, dental, and vision benefits, life insurance and long and short-term disability, and more.

General Description: This is a challenging, fast-paced and rewarding job which entails extensive work with new technology, computer systems and the staff that use them. Immediate, careful attention and multi-tasking is required. Projects and service requests must be completed in a timely manner. This position will provide support for printers, phones, video, audio, and network equipment.

Provide staff and external clients with technical support and quality customer service. Responsible for assisting users with computer application questions, training, managing work requests, and managing internal manuals and databases with the assistance of IT staff. Assists more senior help desk staff in supporting as needed. Completes assigned tasks of routine to moderate complexity related to projects and technical requests. Provides more advanced support in all areas of the department tasks and initiatives. Largely self-directed once assigned work and functions with considerable independence.

Shift Details

• M-F, 8-5

Key Essentials Functions and Accountabilities of the Job:

• Manage departmental work requests by answering initial inquiries and logging them into the customer support software/online ticketing system. Delegate tickets appropriately.

• Answer end-user questions with the assistance of IT staff, technical manuals, external technical help, and internal databases.

• Administration of new users, grant access to the SEARHC network and applications as needed.

• Develop and maintain internal documentation to improve departmental efficiency.

• Assist with system Administration activities.

• Provide user education on how to use MS applications, email and calendars.

Other Functions

• Supports security awareness initiatives.

• Supports and promotes the mission and values of SEARHC.

• Other duties as assigned

Education, Certifications, and Licenses Required

• High school diploma/GED

• Complete "HDI Support Center Analyst" course or the equivalent.

Experience Required

• Minimum four (4) years’ experience working with computer applications, basic internal hardware and providing customer support.

Knowledge, Skills, and Abilities

• Offer guidance to help desk staff on company standards and procedures.

• Remain Polite, respectful, and work under pressure.

• Think logically.

• Handle change.

• Knowledge of Active Directory, MS Azure IAM.

• Computer systems and applications including MS Office (365) and email.

• Basic internal hardware, including motherboards and processors chips.

• Incident tracking or customer support software.

• Manage personal goals and identify opportunities for improvement.

• Triage high profile or time sensitive incidents.

• Excellent listening skills.

• Excellent customer service skills, at lot of work is done over the telephone.

• Problem solving skills.

Required Certifications:

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!