IT Support Technician - Woodland Square Loop SE Suite Lacey, Washington, United States

Description · Our organization is in need of temporary IT support The temporary IT Support Technician II provides first level, on-site, phone and remote support for all TMBH-ASO/OHRS technology customers and coordinates day to day IT operations. · The ideal candidate for our IT S ...

Job description

Description

Our organization is in need of temporary IT support The temporary IT Support Technician II provides first level, on-site, phone and remote support for all TMBH-ASO/OHRS technology customers and coordinates day to day IT operations.

The ideal candidate for our IT Support Technician II is not only proficient in technical support but also has experience providing training, working with data and preparing reports. The candidate will thrive is a varied and fast paced environment that requires timely response, excellent problem solving abilities and written and oral communication skills.

Who are we? Thurston Mason Behavioral Health Administrative Organization (TMBH-ASO) and Olympic Health and Recovery Services (OHRS) is a quasi-governmental organization that is responsible for the network of behavioral health crisis services in Thurston and Mason counties, and is a licensed behavioral health agency with multiple programs assisting the most vulnerable population in our community through crisis services, jail services, hospital diversion, and housing.

TMBH-ASO/OHRS provides comprehensive benefits for full-time permanent employees including medical/dental/vision plan options (many with no employee paid monthly premium depending on plan choice, and dependent coverage options), and life insurance and disability insurance options.  Eligible employees participate in WA State PERS retirement plans and employees may elect additional pre and post tax deferred compensation retirement options. Employees receive a PTO package earning a minimum of 140 hours annually and 12 paid holidays.  Other tax deferred options include Flexible Spending Accounts (FSA), and Health Savings Accounts (HSA). Find more information at  

Salary Range: $ $43.43 hourly based on education, experience, and parity within the organization.

Schedule: Monday-Friday 8am-5pm

This is a temporary position of 90 days with the potential to extend based on business needs.

Major Responsibilities

• Manage inventory and service records for all organization owned and assets;
• Oversee preparation of new equipment for deployment to organization users;
• Evaluate and make written recommendation for new IT hardware as assigned;
• Evaluate and make written recommendations for new IT software as assigned;
• Coordinate maintenance, updates and support for all network equipment;
• Manage, review and update IT and Security policies and procedures;
• Coordinate the services of vendors and subcontractors;
• Manage ordering of supplies and equipment;
• Manage all required system and user audits as scheduled or requested 
• Troubleshoot user hardware and software support issues;
• Troubleshoot cloud computing support issues;
• Prepare logical, clear and concise documentation, correspondence, procedures and user requirements;
• Generate reports as requested;
• Train and support users in the implementation of new or updated software and hardware;
• Train staff on HIPAA Privacy and Security policies and procedures;
• Work with HIPAA Security Officer to implement new or updated security procedures;
• Train and support users in function and operation of current, new or enhanced equipment and business applications, including explaining technical concepts to non-technical users;
• Perform new user training for SharePoint, OneDrive, phones and all other agency applications and IT functions;
• Primary liaison with outside hardware and support vendors;
• Communicate effectively, both orally and in writing, with a variety of individuals in person and over the telephone in resolving issues and providing support;
• Work without close supervision in standard work situations; organizing own work; 
• Contribute effectively to the accomplishment of organization and team goals, objectives, and activities;
• Establish and maintain effective working relationships with those contacted in the course of work;
• Create and maintain user accounts for all relevant applications and provide ongoing support, setup and maintenance;
• Respond to helpdesk requests and inquires by completing or forwarding requests to appropriate Information Services staff;
• Develop working relationship with MSP staff for necessary support issues;
• Maintain, support and deploy VOIP phone system across all locations;
• Manage cell phones and devices in an MDM environment;
• Maintain and support security and building access technology;
• Develop testing procedures to assure the integrity of equipment systems;
• Provide support and backup coverage to IS Director and Business Data and Applications Analyst as assigned;
• Prepare equipment for disposal or recycling as necessary;
• Maintain agency cell phone inventory;
• Perform other duties as assigned. 

Qualifications

Education and Experience

• Associates Degree and two years of relevant experience.
• 2 years experience working in a Microsoft 365 cloud services, including Exchange Online, SharePoint Online, OneDrive for business, Teams and managing endpoints via MS Intune;
• Proficiency in managing /configuring MS 365 environments, ensuring optimal performance, security, and compliance;
• Demonstrated knowledge and experience of current hardware and software specification.
• Basic understanding of networking principles;
• Clear knowledge and experience related to specific organization and customer needs and objectives.
• Satisfactory motor vehicle record.
• Satisfactory Washington State Patrol background check. 

Desired Skills and Abilities

• Experience required with Windows desktop operating systems
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with Citrix Services
• Experience with Microsoft Office 365 cloud services, and the Microsoft Office Suite
• Experience supporting electronic health records
• Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
• Understanding of anti-virus and anti-malware software, technologies and current security topics and trends
• Working knowledge of wireless technologies
• Ability to determine and resolve hardware and software issues in a timely manner
• Ability to interpret policies and procedures
• Excellent problem solving skills
• Excellent critical thinking skills
• Ability to prioritize work and meet deadlines
• Excellent organizational, time and project management skills
• Experience with SFTP
• Excellent written and verbal communication skills
• Knowledge of pertinent local, state and federal laws
• Understanding of applicable HIPAA and 42CFR requirements and regulations
• Technical certification such as A+, CompTIA Network +, CompTIA Security +, Server+ or MCP/MCITP

Working Conditions

• Primarily works in an office environment with travel to remote locations when on-site support is required. May be required to attend early morning, evening or weekend meetings.
• Regular, in person, predictable attendance is required.
• Use of fleet vehicle or personal vehicle required to travel to satellite locations as needed.
• Moderate physical exertion is required. May be required to sit, stand, squat, lift or move boxes/equipment weighing up to 50 lbs.