What are the responsibilities and job description for the Technical Support Analyst I/II position at Puyallup Tribal Health Authority?
Description
The PUYALLUP TRIBAL HEALTH AUTHORITY, located in Tacoma, Washington is seeking a full-time experienced Technical Support Analyst I/II.
“It is the mission of the Puyallup Tribal Health Authority to provide quality healthcare and promote wellness in a culturally appropriate manner.”
Position Close Date: Friday, 1/24/25
We offer an outstanding workplace, competitive market based salary, and benefits packages including:
- Monday – Friday schedule
- Medical/Dental/Vision benefits – monthly premiums paid 100% for employees
- 18 annual paid holidays
- Generous paid sick and vacation accruals
- 401(k) with annual profit sharing
- Life & AD&D insurance coverage
- PTHA is an approved loan repayment site for various programs
- Employee Assistance Program
- Excellent work/home life balance
GENERAL FUNCTION: Provide end-user support by analyzing, evaluating and responding to calls regarding NextGen, desktop software and/or hardware including medical devices.
ESSENTIAL JOB FUNCTIONS:
- Answer departmental Help Desk line documenting trouble tickets and referring tickets to appropriate staff within 20 minutes.
- Install and maintain office productivity software and hardware for PTHA within required timeframe.
- Engage the end user by analyzing calls to determine root cause and document the call in the Help Desk System within 2 hours.
- Train end users on the use of software applications and hardware.
- Assist in troubleshooting system performance, and reliability daily.
- Maintain user accounts in multiple applications, documenting changes in Help Desk within 4 hours.
- Maintain documentation on support procedures and provide a monthly update to Technology Manager (ie: service desk tickets, provisioning, computer deployment).
- Perform monthly system maintenance, computer and application patching and enhancement tasks.
- Regularly perform computer system imaging and deployments to keep up with the desktop computer refresh schedule or as directed.
- Perform research of office automation hardware, software, and processes and make recommendations for enhancement of PTHA systems to Technology Manager.
- Provide administrative support including: filing, typing, composing, proofreading, routing mail, preparing out-going mail, copying, answering phones, screening/referring callers to appropriate staff/department as needed.
- Maintain an up to date report of software and hardware inventory, licenses and warranty information. Provide a monthly report to Technology Manager of this information including upcoming expirations.
Requirements
Technical Support Analyst I:
- Associates Degree in an IT related field and minimum of two (2) years’ experience in a computer related field OR four (4) years’ experience in computer related field.
- Minimum two (2) years’ basic PC troubleshooting.
- Minimum two (2) years’ experience in providing end user support required.
- Demonstrable knowledge of MS Office Suite, Active Directory user administration, network stack troubleshooting, remote desktop support tools and methods, ability to multi task and professional telephone skills required.
- Related network certification required.
Technical Support Analyst II:
- Bachelor’s degree in an IT related field and a minimum of two (2) years’ experience in a computer related field OR six (6) years’ progressively responsible experience in computer related field.
- Minimum two (2) years’ basic PC troubleshooting.
- Minimum two (2) years’ experience in providing end user support required.
- Current Microsoft Specialists certification in current Windows OS, or two current CompTia certifications required.
- Demonstrable knowledge of MS Office Suite, Active Directory user administration, SCCM and PXE boot tools, network stack troubleshooting, remote desktop support tools and methods, troubleshooting, ability to multi task and professional telephone skills required.
