IT Technical Analyst
Seattle, WA

Job Description

The IT Technical Analyst provides helpdesk technical support to Neighborcare Health's staff and volunteers, which includes installing, maintaining, and troubleshooting hardware and software for all Neighborcare Health's clinic sites, including medical, dental and school-based health center users.

Primary Responsibilities

* Respond to customer service requests and assigned call tickets according to specified priority levels. Track service requests by entering information into a ticket management system, and closing the requests upon completion.
* Troubleshoot and resolve hardware, software, and network issues to support end users either through remote

mechanisms or on-site at the clinic.
* Troubleshoot and provide technical support to ensure that all thin client terminals, PCs, printers, networking hardware,

computer cabling, and peripheral equipment are fully functional.
* Arrange for repair and on-site maintenance as needed, including configuration of new equipment or re-configuration of existing equipment.
* Coordinate and install software and hardware for clinics. Equipment may also include printers, telecom equipment, and

similar devices.
* Configure advanced system settings and application software at multiple workstations.
* Conduct advanced one-on-one training with individual users or groups (i.e. new employees, email, Microsoft Office, and operating system software).
* Update and maintain technical documentation.
* Partner with other IT team members to ensure current and future IT processes are successful .
* Provide applications support, maintenance, and updated documentation as required.
* Create network user accounts, user environments, directory structures, rights and security for accounts, and other

applications requiring login credentials, as appropriate.
* Manage workstation configurations by standardizing base image and update packages.
* Maintain confidentiality of information processes.
* In collaboration with Neighborcare's medical and dental application vendor, OCHIN, provide end-user support for the

applications.
* Assist in the management of desktop lifecycle management process, including maintaining accurate and up-to-date

equipment inventory and configuration details by location. Perform on-site inventory inspections as directed.
* Assist with the development and testing of business continuity and disaster recovery plans.
* Participate in testing, evaluating and implementing new technology.
* Actively participate in process improvement, including developing more transparent and visible IT reporting.
* Develop/create and distribute periodic and ad hoc reports as needed.
* Complete related administrative paperwork and reports as necessary.
* Maintain an up-to-date technical and practical knowledge and understanding of hardware and software support and

analysis.
* Participate in on-call after hours support.
* Perform other duties as required/assigned



Key Skills, Knowledge and Abilities

* Ability to organize, prepare, analyze, and interpret testing data to find and solve problems as they relate to computer

systems.
* Thorough knowledge of computers and the ability to apply necessary testing practices and procedures.
* Strong customer service orientation.
* Strong understanding of workstation/server hardware architecture.
* Strong interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the

organization.
* Healthcare experience preferred.
* Familiarity with electronic health records and electronic practice management systems.
* Excellent analytical and problem solving skills.
* Knowledge of networking, cloud services, SharePoint, and SQL preferred
* Knowledge of medical software (EPM, EHR and EDR) preferred.
* Advanced IT subject matter expertise with hardware, VPN client-deployment, Citrix, etc. required.
* Ability to comprehend the consequences of various problems and take appropriate actions or refer problems for decision making.
* Ability to demonstrate creative thinking to seek out resolution to new problems.
* Display initiative and ownership of problems.
* Ability to work with other IT team members, coordinating work as required.
* Ability to follow written and verbal directions and to complete assigned tasks as scheduled.
* Ability to remain calm and professional when faced with difficult situations and emergencies.
* Ability to interact well with ethnically diverse populations.
* Ability to read, write, and communicate in English.
* Ability to travel the Puget Sound area.

Education/Experience Requirements

* Required: Associate's degree in computer science, engineering, or other related field required.
* Required: Valid Washington State Driver's license and own transportation required.
* Required: 2 years of experience providing end-user support.
* Preferred: Bachelor's degree.