SYSTEMS TECHNICIAN II

POSITION SUMMARY:

Provides advanced user and systems support for IT services and applications in a dynamic healthcare business environment. The Systems Technician II's responsibilities include (but are not limited to): secondary help desk support for users and applications, desktop OS standardization and automated software distribution, server and major application troubleshooting, vendor coordination for repairs and contracted services, regular server administration, and active participation in disaster recovery and system security.

IT FUNCTIONAL RESPONSIBILITY

SUPPORT

MANAGE

DESIGN

Desktop OS, Apps, Peripherals

Required

Required

Required

Server OS, Major Apps, VoIP

Required

Required

Optional

Virtualization and Storage

Required

Optional

Optional

IP Network, Information Security

Required

Optional

N/A

Technical and Business Strategy

Required

N/A

N/A

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Acts as secondary applications support for users across company-wide applications and technologies (e.g. Windows, Office, email, network scanning, printing, faxing, etc.).
• Accepts and documents technology support incidents and maintains good incident and problem resolution documentation using provided tracking software.
• Diagnoses and resolves end user incidents and problems; escalates incidents and problems to other IT staff as needed.
• Acts as primary phone system administrator and troubleshoots mixed phone / server / network / carrier issues affecting system functions and performance.
• Designs and develops standard desktop and laptop PC builds and devises standard image deployment methods that require minimal per-device configuration.
• Manages scripted software deployment and patch management systems to automate PC maintenance activities, including rapid-update anti-malware platforms.
• Optionally designs and maintains Remote Desktop Services (RDS) terminal server platforms for use with thin clients and/or remote access.
• Actively participates in data backup operations and disaster recovery plans.
• Acts as a strong organization advocate when working with vendors; monitors vendor compliance with established service level agreements.
• Manages server OS and major applications for optimal performance and up-time; ideally assists with overall server environment planning for capacity and integrated management.
• Optionally provides design and management for core server virtualization and centralized storage technologies in concert with Systems Administrator and Chief Information Officer.
• Sets standards and develops documented procedures for managing desktop and server software patching, anti-virus, anti-malware, and anti-spam service configs, user and group account creation and termination, etc.
• Participates in an on-call rotation for emergency and priority support after normal business hours as needed.
• Monitors and maintains service level targets established in collaboration with the Chief Information Officer.
• Maintains a high level of customer service by accepting and documenting service requests, managing customer follow-up and contacts, and providing proactive updates to end users.

SUPPORTING DUTIES AND RESPONSIBILITIES:

• Assists with corporate compliance efforts, including conforming to internal policies, federal program goals, and HIPAA / HITECH regulations.
• Provides input on project and strategy development and prioritization.
• Assists with IP network and information security management at the direction of the Chief Information Officer
• Provides input on department project prioritization and budgets as requested.

KNOWLEDGE, SKILLS AND ABILITIES:

ANHC's Mission, Vision and Values: Actively supports ANHC's mission, vision and values. Includes using individual skills to add value to the mission: To be a trusted partner in every person's wellness by providing integrated, compassionate, and high-quality health care, regardless of ability to pay; and vision: Accessible care for a healthy Anchorage. Aligns actions around organizational values of RESPECT, COMPASSION, PERSONAL INTEGRITY, EXCELLENCE and COLLABORATIVE SPIRIT and gives priority to organizational mission, vision and values when making decisions.

Accountability: Takes ownership for delivering on commitments; owns mistakes and uses them as opportunities for learning and development; openly discusses his/her actions and their consequences both good and bad; has an ability to identify strengths and developmental opportunities and leverages insight to make adjustments to improve their effectiveness; courage to have difficult conversations.

Adapting to Change: Accepts and adapts to change in a professionally appropriate and thoughtful manner. Is willing to offer a different perspective or approach and yet knows when and how to stand down graciously and accept a well-thought-out decision. Embraces change.

Confidentiality: Maintains the highest level of confidentiality regarding ANHC records and information relating to ANHC, its customers and employees. Appropriately uses internal confidential information for business purposes only. Responsible for knowledge and compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Communicating Effectively: Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.

Decision Making/Judgment: Approaches problems and decisions methodically and objectively; involves others as needed; uses sound judgment in making decisions and understanding the impact to themselves, customers, their team, and the organization; conducts the appropriate analysis to identify the symptoms and root cause of issues; makes timely decisions.

Delivering High Quality Work: Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.

Demonstrating Initiative: Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.

Results Orientation: Is focused on outcomes and accomplishments; follows through on commitments; can be counted upon to successfully execute on goals; motivated by achievement and a need for closure; has an attention to detail and is both efficient and effective in achieving a high level of measurable outcomes; persists in achieving goals despite obstacles.

Service Excellence: Has a desire to consistently provide a genuinely exceptional experience to every person, every time. Provides timely and professional service to both internal and external customers; is responsive to customer needs and requests; is always courteous to the customer and considers the needs of the customer when making decisions.

Teamwork: Meets all team deadlines and responsibilities, listens to others and values opinions, helps team and leader to meet goals, welcomes newcomers and promotes a team atmosphere.

PHYSICAL, SENSORY, ENVIRONMENTAL QUALIFICATIONS:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to lift up to 50 pounds. Must be able to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects. Must be able to hear, see, feel, touch, talk, and use deductive reasoning.

Work is performed in a healthcare clinic and office setting. ANHC is a tobacco-free campus.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

Anchorage Neighborhood Health Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Anchorage Neighborhood Health Center complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Persons alleging unequal treatment should contact the Chief Human Resources Officer.

The undersigned have read this job description and agree that it defines the position as it currently exists. The undersigned also understands that the above is intended to describe the general content of and requirements for this job. It is not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Minimum position qualification:

Work Experience: At least 3 years of progressively responsible experience in IT support and services in a business environment. Strong technical knowledge of current Microsoft Windows desktop and server operating systems, Microsoft Office, and other common business applications.

Education, Certification and Licensure: Associates degree. Some formal IT education or formal IT certification.

Additional Skills & Knowledge: Demonstrated successful performance in end user support role(s). Awareness of current server and storage virtualization technology platforms and benefits.

Preferred position qualifications:

Work Experience: 4+ years of progressively responsible experience in IT support and services in a healthcare environment.

Education, Certification and Licensure: Bachelor's degree. Current or recent IT industry certifications (e.g. A+, MCSA, MCSE, MCITP, CCNA, Network+).

Additional Skills & Knowledge: Demonstrated successful performance in end user support role(s). Additional experience with classroom-style end user training. Hands-on experience managing virtualization platforms from VMware and/or Microsoft.

Technologies

• Extensive Windows 7 technical and user support experience required.
• Experience with Windows PC standardization, imaging, and mass deployment.
• Substantial desktop PC, laptop, mobile device, printer, scanner, and other peripheral device troubleshooting and repair skills required, similar to A+ certification.
• Proven successful Windows Server (2008 R2 or higher) administration tasks and tools experience -- basic troubleshooting with Active Directory, DNS, DHCP, WINS, file sharing, permissions, and print services -- is required.
• Thin Client and/or Windows Remote Desktop Services (RDS) support experience required.
• Advanced experience creating and troubleshooting command line scripts and Active Directory Group Policies for managing user environments.
• Local IP network troubleshooting experience required; VLAN and basic IP routing experience preferred; some firewall and network security management experience required.
• Phone system (PBX) administration experience required, especially with modern SIP-based VoIP systems.
• Experience with supporting cloud-hosted applications and services (e.g. Google Apps) required.
• System management and user support experience with remote access platforms, VPN, and SSL VPN required.
• Strong Microsoft Office skills with Word, Excel, and PowerPoint required; Visio technical documentation experience required.
• Experience with simple videoconferencing services (e.g. Skype) required; experience managing professional videoconferencing hardware (e.g. LifeTime, Polycom) preferred.

Work Behaviors and Abilities

• Strong interpersonal and communication skills; capable of training users in applications and operating system fundamentals and writing basic user documentation.
• Exceptional ability to clearly document hardware and software configurations for IT professionals of similar experience.
• Ability to proactively communicate system changes to technical coworkers and non-technical staff.
• Exceptional troubleshooting/problem-solving approach to situations that lack detailed information, yet need to be figured out and resolved.
• Innate ability to prioritize work out of a collection of support tasks, scheduled maintenance, and technology projects, keeping them in balance and coordinated with the IT team.
• Proven ability to analyze business and technical problems and develop creative solutions.
• Insatiable desire to learn new technologies on the job through research, formal and informal training, and experimentation.
• Awareness of technology requirements and trends in evolving healthcare organizations.
• Ability to read and interpret technical materials and be attentive to detail.
• Ongoing attentiveness to IT security principles and practices; ability to maintain up-to-date knowledge of regulatory requirements around information security and patient privacy (e.g. HIPAA, PCI).
• Ability to participate in an on-call rotation schedule for emergency and priority support as needed.
• Ability and willingness to work unusual schedules to perform system maintenance, installs, upgrades outside regular business hours.