Job Description

Description Providence is seeking an Associate IS Technician who will:

• Be the initial point of contact responsible for accurately gathering details of reported IS incidents or requests from various intake methods.
• Be responsible for resolving issues or escalating unresolved problems/issues/requests to the proper tier 2 and 3 support teams.
• Have excellent customer service skills as well as technical troubleshooting abilities.
• Operate in a fast paced, high volume environment and requires the ability to multi-task between various applications and systems.

Customer Service

• Takes personal responsibility for customer satisfaction.
• Professionally represents the \'Face and voice of IS\' in difficult situations.
• Consistently strives to listen, understand, and support the needs of others in a sensitive manner.

Quality

• Performs challenging tasks efficiently and effectively.
• Anticipates problems and takes corrective action prior to completing the task.
• Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.

Problem Solving

• Strong attention to detail and outstanding analytical skills.

Collaboration

• Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.

Flexibility and response to change

• Proven ability to organize multiple efforts and to respond to shifting priorities.
• Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
• Communications
• Listens with sensitivity and openness.
• Actively seeks constructive feedback and remains open and receptive to it.
• Anticipates the information needs of others.
• Proven skills in communicating with clinical and technical customers.

In this position you will:

• Follow defined processes when handling incidents and service requests in a professional manner using approved tools.
• Troubleshoot caregiver issues and resolve upon first contact when able and escalates problems that can\'t be resolved to the appropriate group in a timely manner.
• Able to perform Administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.
• Identify and communicate trending issues as needed to peers, leaders, and other IS groups.
• Keeps Supervisor or Manager apprised of workflow problems, project status and suggestions for process improvements.
• Awareness and understanding of IS Support groups.
• Understands and adheres to Quality Assurance KPI\'s.
• Accurately record and document relevant details of the issue or service request.

Job Specific Knowledge, Skills and Abilities:

• Ability to analyze information, evaluate results to choose the best solution and solve problems.
• Strong verbal communication and listening skills.
• Ability to exercise sound judgment and make decisions based on accurate and timely analysis.
• Ability to work in a fast paced, dynamic environment.
• Working knowledge of desktop software applications (e.g., MS Outlook, Word, Excel, Access, Internet, Email).
• Proactively identifies areas of improvement within own area of work and discusses them with individual\xe2\x80\x99s supervisor and/or team; applies learning from the past to plan improvements in existing processes and systems.
• Applies various learning experiences (e.g., training, cross-departmental assignments) to identify underlying causes of problems and potential solutions; accepts challenges of unfamiliar assignments and actively seeks/constructively uses feedback.
• Adapts the way in which a job is performed to respond to the circumstances and needs of the team; shares information with others; willingly participates towards the achievement of group goals.
• Organizes plans well in advance, setting realistic targets, reviewing and monitoring progress; thinks through activities, allowing time for completion; demonstrates forward thinking about tomorrow\xe2\x80\x99s issues.
• Applies technical knowledge in basic to somewhat difficult situations to support project delivery; requires frequent guidance; demonstrates familiarity with concepts, processes and requirements.

Required Qualifications:

• Associate\'s Degree in Healthcare, Information Technology, General Studies -or- equivalent educ/experience

Preferred Qualifications:

• ITIL Foundations within 2 years of hire
• HDI Customer Service Representative within 2 years of hire
• 2 years Call center experience, customer service, IT

Salary Range by location: NorCal (Napa, Sonoma) Min: $26.77 , Max: $42.59 Southern California, NorCal (Humboldt) Alaska (Kodiak, Seward, Valdez) Min: $23.86 , Max: $37.96 WA Puget Sound Oregon (Portland) Alaska (Anchorage) Min: $22.89 , Max: $36.41 Oregon (Hood River, Medford, Seaside) Min: $21.34 , Max: $33.95 Eastern Washington (Richland, Spokane, Walla Walla) Min: $20.37 , Max: $32.40 Montana Min: $18.43 , Max: $29.32 Texas Min: $17.46 , Max: $27.77 Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities. About the department you will serve. Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise. About Providence At Providence, our strength lies in Our Promise of \xe2\x80\x9cKnow me, care for me, ease my way.\xe2\x80\x9d Working at our family of organizations means that regardless of your role, we\xe2\x80\x99ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable. The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities. Check out our benefits page for more information about our Benefits and Rewards. About the Team Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment. We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business. We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment. Requsition ID: 178541 Company: Providence Jobs Job Category: Operations & Support Job Function: Information Technology Job Schedule: Full time Job Shift: Career Track: Department: 4011 SS IS STE SRVC DESK Address: TX Lubbock 3615 19th St Pay Range: $See Posting - $See Posting The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities. Check out our benefits page for more information about our Benefits and Rewards. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.