Pay Range:
Pay Range:$31.83 - $44.56 Assists the Director of Technical Support Services with the operational management and support of Consortium information technology users and endpoint technologies. Supervises the activities of Technical Support Technicians assigned to them in the completion of service-related tasks. Plans, organizes, and schedules the day-to-day support operations of their team, as well as tracking open customer service issues through to closure. Activities include assigning, supporting and providing direction to other Technical Specialists in collaboration with the Director of Technical Support Services and the Chief Information Officer. Manages tier 2 support requests and assists with development, deployment and enforcement of technical policies and procedures. Consults with vendors for support, quote, and licensing issues.SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.
Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health insurance, dental, and vision benefits, life insurance and long and short-term disability, and more.
Shift Details
M-F 8-5
Key Essential Functions and Accountabilities of the Job
Assists Director of Technical Support Services with direction and supervision of PC technician staff to ensure quality services and customer satisfaction. Supports staff in the use of IT’s support software, documentation, and delegation of work.
Provides timely and effective technical solutions and guidance to internal and external customers via in-person, video, and telephonic support.
Measures, monitors and maintains customer service and satisfaction metrics. Fosters good customer relations and service at all times within the group.
Oversees inventory management processes as related to ordering, stocking, and asset management.
Consults with the Director of Technical Support Services on matters of significance i.e. staff performance, discipline, and hiring.
Coordinates with other departments to identify and ensure issues are resolved and appropriate corrective actions are taken and confirming the customer is satisfied with the outcome through proper follow-up.
Maintains open technical communications to other IT staff.
Proactively manages desktop and support management software to automate installations and updates in a manner that will ensure availability, integrity, and confidentiality of patient information according to HIPAA standards.
Researches and recommends desktop hardware, software, and management systems in support of key business processes and clinical services.
Assists with writing policies and procedures regarding consortium use of technology and best practices.
Assists with vendor relations regarding desktop hardware/software support, licensing, and quote issues
Other duties as assigned
Education, Certifications, and Licenses Required
Associate’s degree in Computer Science or related field, or equivalent in training and experience. – required
Bachelor’s degree - preferred
Valid Alaska driver’s license - required
A+, Microsoft, Network+, or other similar technical certification - required
Experience Required
4 years in support of endpoint technologies (PC’s, Laptops, peripherals, software) - required
1-year supervisory experience - preferred.
Knowledge of
Knowledge of PC hardware, software, peripherals and MS Operating Systems.
Knowledge of networking fundamentals and terminology.
Knowledge of audio/visual systems and equipment
Knowledge of SEARHC’s Infrastructure environment including; EMR programs, MS Office Products, security systems, data network and voice network
Knowledge and understanding of health care applications
Skills in
Training/sharing knowledge with others
Technical documentation development and maintenance
Analyzing and solving complex problems
Providing documentation with clear and concise instructions on IT processes.
Customer service skills.
Ability to
Ability to analytically solve complex problems.
Ability to quickly learn new, complex systems and software.
Ability to work problems remotely with non-technical personnel
Ability to demonstrate technical capability
Ability to efficiently handle multiple problems/tasks simultaneously
Ability to work independently and with a team
Travel Required
Up to 25% travel expected.
Required Certifications:
A+ COMPTIA Certified - COMPTIAIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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What We Do
For nearly 50 years, SEARHC has provided high-quality healthcare services to the residents of Southeast Alaska. Operating as an independent and nonprofit health Consortium, SEARHC provides a comprehensive range of health-related services, including primary, urgent and specialty medical care, dental services, behavioral health support, wellness programs, optometry services and more. We are dedicated to improving the health, well-being and quality of life for all people in these communities. SEARHC is committed to keeping care closer to home and making advanced medical technologies accessible to all. One of the many ways SEARHC does this is by offering specialty clinics or sending medical specialists to remote communities and facilities to care for patients who cannot travel. Established in 1975, SEARHC is one of the largest Native-run health organizations in the United States. In 1976, SEARHC contracted with the Indian Health Service under the Indian Self-Determination and Education Assistance Act to assume management of the Community Health Aide Program. Today, SEARHC has more than 1,700 employees and operates in 27 communities throughout Southeast Alaska, including two Critical Access Hospitals.
