Providence Health & Services Technical Support Specialist II in Richland, Washington
Kadlec has an exciting opportunity for a Technical Support Specialist II to join our growing team!
In this position you will:
Demonstrate Providence Health & Services core values of respect, justice, compassion, stewardship, and excellence to customers, employees, and visitors; and provide quality service in the performance of work assignments and duties.
Maintain established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.
Provide high quality end user support and services while providing excellent Customer Service to all Providence employees and partners.
Triage customer issues and requests through various tools, troubleshooting and resolving end-user technology issues.
Assign ITSM tickets to all other IS disciplines, and document all activity appropriately, while communicating appropriate status to the end user.
Provide training or mentoring to other team members regarding technical and application support.
Make or recommend process, policy or procedure additions and modifications to Service Desk knowledgebase to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support teams. Assist with resolving these issues with new process improvements.
Demonstrate a leadership role within the Technology Service & Operations team in modeling behaviors consistent with industry practices in garnering excellent customer satisfaction.
Provide a consistent focus on continuous process improvement for the Technology Service & Operations team.
Design automation scripts for use by other team members.
Required qualification for this position include:
At least two (2) current certifications* in technology related fields and a minimum of (1) year of experience in technical support. -or- At least one (1) current certification in technology related field plus a minimum of at least two (2) years of experience providing technical support in a high volume, technology focused call center. -or- At least three (3) years of experience providing technical support in a high volume, technology focused call center.
A , Network , CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA
Significant knowledge of Internet Explorer, Microsoft OS from Windows XP to Windows 8, MS Office, basic UNIX, and TCP/IP network, hardware configuration, including PC’s, printers, servers and other peripherals.
Basic knowledge of monitoring software and call tracking systems.
Advanced knowledge of Outlook and Outlook Web access.
Basic knowledge of virtual computing environments (VMware, Citrix).
Basic knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications, remote access, and VPN.
Preferred qualifications for this position include:
- Undergraduate degree in Computer Science, Electrical Engineering, Information Systems or related discipline; or Associate’s degree in IT or IT related industry plus (4) years of IT experience.
About the department you will serve:
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
We offer a full comprehensive range of benefits - see our website for details
As people of Providence, we reveal God's love for all, especially the poor and vulnerable, through our compassionate service.
Providence Health & Services is the third largest not-for-profit health system in the United States. Providence employs more than 76,000 caregivers (employees) across a five-state area; AK, WA, MT, OR, and CA. Our facilities include 34 hospitals, 475 physician clinics, senior services, supportive housing and other health and educational services. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Information Technology
Req ID: 141162