Information Technology Services Technician I, II, III

Southcentral Foundation is seeking to hire an experienced INFORMATION TECHNOLOGY SERVICES TECHNICIAN I, II, III in our fast-growing Resource and Development Division!

Southcentral Foundation (SCF) is seeking to hire an experienced Information Technology Services Technician to join our dynamic Resource and Development Division and be part of our Network & User Support Team in the Information Technology Services Department! SCF is an Alaska Native-owned, nonprofit health care organization located on the Alaska Native Health Campus serving nearly 65,000 Alaska Native and American Indian people (customer-owners) living in Anchorage, Matanuska-Susitna Valley and 55 rural villages. Our newly furnished, state-of-the-art office space includes height–adjustable desks and dual widescreen monitors designed for your success. If you are a quick learner – one who seeks out new technologies and loves cutting edge of technology – then SCF is the perfect place for you!

Information Technology Services Technician:

The right candidate will be passionate about delivering high-quality friendly customer service to a workforce of over 2,000 SCF Employee’s. Information Technology Services Technicians document all user contacts according to specified guidelines following procedures for managing Incident and Service Request ticket life cycles; providing telephony, application, and hardware support to users; and providing phone-based and remote-control support to users.

Daily Duties and Expectations:

• Receives service requests by phone and e-mail. Evaluates, prioritizes, classifies, and answers basic incoming requests (telephone, voicemail, email, web-based, and in-person) for assistance and information from users experiencing problems with hardware, software, network access, or other computer or telecommunications-related system components.

• Manages basic service requests independently. Seeks assistance or refers more difficult service requests working in partnership with senior IT Services Technicians.

• Applies intermediate level of IT knowledge in responding to service requests.

• Demonstrates strong desire and interest to learn more in the Information Technology field leading into more senior roles in the department.

• Demonstrates knowledge of remote control system management tools.

• Demonstrates working knowledge of Microsoft Windows™ operating systems and software.

• Applies knowledge of the Privacy Act of 1974 to maintain and safeguard confidentially of customer-owners medical and personal records.

• Researches topics as requested and organizes and reports relevant information.

• Makes appropriate decisions in performing duties independently to meet the needs and goals of the department.

• Demonstrates knowledge of LAN/WAN environment and peripheral capabilities.

• Independently initiates solutions to problems.

• Comprehends complex dependencies of software and hardware components, fundamentals of networking, and necessary PC services.

Additional Responsibilities for ITS Technician III: Meets all requirements of ITS Technician I and II in addition to the following:

• Applies advanced knowledge of IT in responding to service requests.

• Participates in Incident Management processes.

• Participates in Problem Management processes.

• Creates, updates, and documents changes to images needing latest drivers, software and configuration changes.

• Assists as needed in Ticket Management process:

o Ticket review and scoring.

o Ticket work prioritization.

o Provide immediate feedback to anyone who uses ticket management system.

• Participates in or leads special projects as required and available.

• Installs, configures and repairs hardware as appropriate.

• Demonstrates strong knowledge of PC hardware and software troubleshooting.

• Demonstrates proficiency and competency required to interface with Network and Server support teams as needed.

• Follows complex instructions and documented procedures.

Qualifications for ITS Technician I:

• High school diploma or GED.

• Two (2) years of Administrative Support experience OR demonstrated competency as an Administrative Support III at SCF OR technical IT knowledge of software and hardware gained through work or personal experience.

Qualifications for ITS Technician II:

• High school diploma or GED.

• Two (2) years of Administrative Support experience OR demonstrated competency as an Administrative Support III at SCF OR technical IT knowledge of software and hardware gained through work or personal experience.

• One (1) year of IT experience OR demonstrated proficiency as an IT Services Technician I at SCF.

• Microsoft Technology Associate (MTA); Windows 8 or Microsoft Certified Professional (MCP); Windows 7 certified.

Qualifications for ITS Technician III:

• High school diploma or GED.

• Two (2) years of Administrative Support experience OR demonstrated competency as an Administrative Support III at SCF OR technical IT knowledge of software and hardware gained through work or personal experience.

• One (1) year of IT experience OR demonstrated proficiency as an IT Services Technician I at SCF.

• Microsoft Technology Associate (MTA); Windows 8 or Microsoft Certified Professional (MCP); Windows 7 certified.

• Associates degree in an Information Technology (IT) or related field OR a combination of education and experience OR two (2) years full-time IT experience in a role with duties similar to the ITS Technician II position.

• Microsoft Certified Solutions Associate (MCSA); Windows 7 or MCSA: Windows 8 certified.

Imagine working for an entire people, instead of a business. SCF can give you that job satisfaction. Come join our innovative, cutting edge, award-winning health care organization expanding the frontier of health care!

Salary DOE with outstanding Benefits package including an employer matched 401(k) plan and participation in the Federal Employee Health Benefits (FEHB) Program. For additional information, please visit our website at: https://www.southcentralfoundation.com/employment/benefits/

To express interest in the Information Technology Services Technician I, II, III opportunity, please apply online at: https://www.southcentralfoundation.com/employment/job-openings/ OR contact the Southcentral Foundation Recruiting Team at (907) 729-4977.