Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research.
At Donor Network West, we’re looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service.
POSITION SUMMARY
The Information Technology (IT) Specialist II ensures proper computer, software, and network operation so that DNWest end users can accomplish appropriate business tasks for all business units across DNWest. This position takes service desk calls on a shift basis and will provide support, training and access management for DNWest staff as needed. Will take afterhours calls, approximately one week per month, for afterhours support. The IT Specialist II is responsible for the build, deployment, effective maintenance, and tracking of all DNWest IT equipment.
The IT Specialist II participates in organizational quality improvement projects, continuous process improvement projects, and exhibits quality work practice to others by example.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
- Must participate on the Service Desk for resolving support requests for the end users.
- Serves as Information Technology Infrastructure Library (ITIL) Tier 1 support
- Will provide after-hours call support including password resets and on-call emergency support as needed.
- Be available to travel to alternate business sites as needed.
- Performs system administration for various enterprise tools and platforms such as Microsoft Active Directory and Exchange management console.
- Performs hardware and software system configuration, maintenance, upgrades and troubleshooting of workstations, laptops, mobile devices, and printers.
- Supports Microsoft products such as Windows, Office, Office365, and other cloud based applications.
- Provides direct support of DNWest cyber security practices maintaining anti-malware, threat management, vulnerability management and anti-phishing technologies.
- Actively responds to Service Desk tickets, incoming calls and/or emails, escalated end user help requests within established Service Level Agreements.
- Provides in-person, hands-on assistance at desktop level during regular business hours in main office. Remote support to non-office workers during business hours.
- Configures iPhone and iPad devices utilizing Mobile Device Management system.
- On-boards new employees, create accounts, and configure hardware and software for those employees, assist in the training and orientation of new staff in the use of hardware and software.
- Maintains an accurate inventory of all PCs, mobile devices, printers, software, licenses and related equipment.
- Supports telephony adds, moves and changes as required.
- Assists internal customers by providing Audio/Video Conference support for presentations and meetings.
- Performs image builds for use on Windows using a variety of tools.
- Interacts with vendors to facilitate repairs of hardware, i.e. printers, laptops, and desktops.
- Accurately documents instances of hardware failure, repair, installation, and removal by recording service desk problem-solving responses.
- Supports development and implementation of new computer projects and new hardware installations as well as software roll-outs.
- Assists in writing technical specifications for PC configurations and maintain standards documentation.
- Aids in maintenance of business continuity and emergency response plans, maintain current knowledge of plan executables, and responds to crises in accordance with crisis response plans.
- Identifies problem areas in a timely and accurate manner, and provide end user training and assistance where required. Creates educational instruction for end users as needed.
- Provides preventative maintenance, including checking and cleaning of printers, projectors and other technical peripherals.
- Tests resolutions and follows up with end users to ensure problem resolutions have adequately resolved issues.
- Develops help sheets and frequently asked questions (FAQ) lists for end users.
- Keeps up-to-date with organ procurement organizations (OPOs) industry direction, guidance and requirements. Health Insurance Portability and Accountability Act (HIPAA), Centers for Medicare and Medicaid Services (CMS), Federal Drugs Administration (FDA), United Network of Organ Sharing) UNOS, Association of Organ Procurement Organizations (AOPO), American Association of Tissue Banks (AATB), and Eye Bank Association of America (EBAA).
- Participates in audit events as needed.
QUALIFICATIONS
- Experience with request tracking systems.
- Generalist knowledge in various IT areas, such as networking, desktop support, and security, and methods used in those areas.
- Strong documentation skills.
- Working knowledge of a range of diagnostic utilities.
- In depth experience with Microsoft Active Directory.
- Understanding of best practices for endpoint security.
- Systems administration background.
- Project based background.
- Ability to be external vendor point of contact.
- Application support experience with Microsoft products and Cloud based applications.
- Demonstrated ability for online learning.
- Expertise of a best practice put in place by DNWest.
- May serve in any one or several of the following functional areas: Disaster Recovery Admin, Network Engineer, Security Engineer, Telecom Engineer, Virtual Systems Engineer, Advanced ADFS Admin.
EDUCATION AND EXPERIENCE
- A degree in IT technology or administration preferred.
- Minimum 4 years of hands on IT experience in a Microsoft Windows environment, preferably in the healthcare industry.
- MCSA, A+, Network+, Security+ certifications a plus.
- ITIL Service Management knowledge a must.
- Vendor or Industry Certification in a specific system or practice used by DNWest.
SOFT SKILLS
- Strong problem solving skills and ability to identify and implement appropriate solutions.
- Strong customer service skills, including written, oral, listening, and presentation.
- Outstanding attention to detail and strong organization skills.
- Ability to prioritize and manage multiple tasks concurrently to meet deadlines.
- Proactive and collaborative team player who can multitask with ease and uphold organizational core values.
$28.34 – $31.49 an hour
Provided compensation data is subject to change based on location and work status. Salary data provided by third party sites do not accurately reflect our pay structure.