Systems Technician Ii

Systems Technician II

Anchorage, AK 99503

Position Type Full Time Job Shift Day Travel Percentage None

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…