What are the responsibilities and job description for the Technology Analyst position at Iowa Primary Care Association?
About Us
The Iowa Primary Care Association (Iowa PCA) has supported Iowa’s community health centers for over 36 years to expand access to affordable, high quality, integrated care. The Iowa PCA, along with our sister companies INConcertCare (INCC) and IowaHealth (IH ), provides training, technical assistance, and shared services opportunities in quality improvement, value-based care, health information technology, and other areas. We are now expanding our services through a new partnership with Iowa Health and Human Services to serve as the new statewide Behavioral Health Administrative Service Organization (BH-ASO). It’s an exciting opportunity to expand our efforts and connection to the broader behavioral health safety net.
Position Overview
The Technology Analyst will be responsible for overseeing day-to-day Iowa PCA technology systems and end user support. In this capacity, this role will provide end user technical support and thought leadership for technology systems with the highest level of customer service and identify and implement new technologies as appropriate and approved.
Key Responsibilities
- Serves as Tier II/Tier III support for M365 products including SharePoint, Teams, and One Drive
- Serves as Tier III support for Help Desk tickets and incoming help desk phone calls.
- Serves as Tier II/III support for organization wide technology issues and needs.
- Leads technology projects as identified and approved, working with partners and vendors as appropriate.
- Provides exceptional customer service as a member of the support team focused on technology systems meeting or exceeding service level agreement goals.
- Works with staff over the phone, in person and virtually to support and solve problems specific to office technology development, implementation and maintenance.
- Utilizes and manages the Company’s up-to-date ticket tracking and asset management system to maintain thorough documentation.
- Supports internal IT budget preparation and tracking.
- Develops productive relationships with the Company’s third-party hardware and software vendors.
- Scopes and procures, technology hardware and software assets
- Assists with supporting organizational audio visual equipment and Zoom room integration
- Designs and supports processes to build/image technology hardware and software assets
- Assists with troubleshooting basic networking issues
- Develops procedures and supportive office technology system documentation in compliance with policy and regulatory requirements.
- Works closely with internal teams on IT related projects and communicate vital information as needed.
Qualifications/Experience
- Bachelor’s Degree in Management of Information Systems, Computer Science, or Associate Degree with equivalent experienced required.
- Minimum 5 years equivalent work experience.
- Experience with help desk software, phone support, and customer service.
- Knowledgeable and experience procuring, implementing and supporting computer hardware, software systems, printers and basic networking
- Proficiency with Microsoft M365 administration and support.
- Demonstrated work experience supporting / maintaining office technology systems.
- High analytical skills, language and reasoning ability. Excellent business acumen.
- Demonstrated experience providing strong customer service.
- Excellent verbal and written communication skills
- Excellent problem solving and critical thinking skills
Why join us?
- The opportunity to make an impact on the healthcare of Iowans
- Hybrid work environment (2 days in office)
- Great benefits including affordable healthcare plans, dental, vision, 401K with employer match, generous PTO package, paid parental leave, life insurance, and education discounts
Iowa Primary Care Association Core Values
Accountable, Collaborative, Deliberate, Proactive, Respectful, Transformative
Learn more about the Iowa PCA at www.iowapca.org
