This role is a temporary contract, full time hours, 4-6 months

About Sound:

Sound Physicians is a leading physician partner to hospitals, health plans, physician groups, and post-acute providers seeking to transform outcomes for acute episodes of care. For 20 years our high-performing and affordable care models have combined physician leadership, clinical process, technology, and analytics to consistently improve clinical and financial performance. We are pioneers in value, working together with our partners and community providers to bridge gaps in care, from hospital to home.

Sound Physicians offers a competitive benefits package inclusive of the items below, and more:

• Medical insurance, Dental insurance, and Vision insurance
• Health care and dependent care flexible spending account
• 401(k) retirement savings plan with a company match
• Self-managed PTO Plan
• Ten company-paid holidays per year

About Sound:

Headquartered in Tacoma, WA, Sound Physicians is a physician-founded and led, national, multi-specialty medical group made up of more than 1,000 business colleagues and 4,000 physicians, APPs, CRNAs, and nurses practicing in 400-plus hospitals across 45 states. Founded in 2001, and with specialties in emergency and hospital medicine, critical care, anesthesia, and telemedicine, Sound has a reputation for innovating and leading through an ever-changing healthcare landscape — with patients at the center of the universe.

About the Role:

The Help Desk Analyst will support approximately 1,300 users in local and remote locations. The Help Desk Analyst is responsible for resolving help desk issues of moderate level complexity and escalates to other team members as appropriate.
As a member of the Help Desk team, the Help Desk Analyst is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution - regardless of the cause, systems affected, or internal escalation functions. Because Help Desk support spans a broad range of issues from software applications, reporting, document management, web applications to data and telecom networking and server and database issues, the Help Desk Analyst must demonstrate an aptitude for staying abreast all technologies in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with practices and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.

The Details:

In this role, you will be responsible for:

• Providing first line response for users requiring IT help desk assistance
• Escalating more complex issues to appropriate team members
• Tracking issues from open ticket to resolution using help desk management system
• Setting up and managing various user accounts
• Imaging, deploying and supporting various user workstations
• Assisting remote users
• Providing support with handheld devices including Blackberry, iPhone, Android, etc.
• Providing support with Printers, Faxes and Scanners
• Telecommunications, both VOIP and Cellular
• Setting up and installing new hardware and software
• Updating technical documentation
• Rotating On-call and pager duties
• Performing other related duties and special projects as assigned by manager

What we are looking for:

A successful candidate will have a demonstrated track record of a combination of these values, knowledge, and experience:

Values :

• Work Ethic – Dedication to getting the job done well and on time, regardless of circumstances, a can-do attitude

• Communication: The ability to speak, write, and listen clearly and consistently
• Relationship Building and Maintenance: The ability to create and nourish healthy, strong relationships, as the face of Sound
• Teamwork: Demonstrates the ability to pull people together into highly effective teams along with ability to work in a highly matrixed organization
• Critical Thinking: Demonstrates the ability to be proactive, anticipate needs; ability to make good decisions with incomplete, ambiguous information

• Adaptability – Demonstrates flexibility and a willingness to change as circumstances evolve and be coachable
• Resourceful – Proactive willingness to utilize available information and tools to figure things out, not afraid to ask questions when necessary
• Commitment – Demonstrates a dedication to the job, project, organization, customer/clients, and co-workers

• Strategic Thinker : Demonstrates the ability to look at the big picture and proactively develop a plan of action
• Self-Motivated : Proactively jumps in to start a task or project with limited direction; asks to take on more responsibility and what is next
• Collaborative: Demonstrates the ability to work well with others to accomplish a goal and get the work done; takes opinions of others into consideration; includes others in the decision-making process

Knowledge :

• MCP Certification or 3 years’ experience in an IT help desk environment
• A Certification or 3 years’ experience supporting HP desktops and laptops
• Excellent communication and interpersonal skills
• Positive customer service and customer-friendly attitude
• Strong problem solving, troubleshooting and analytical skills
• Understanding of web based concepts and technologies
• Knowledge and experience with network communications
• Strong knowledge of Windows XP/ 7 / 8 / 8.1

Experience:

• Experience supporting Macintosh Desktops on a Microsoft Network
• Hands on experience with a phone system
• Experience with Active Directory, Hosted Microsoft Exchange, DNS/DHCP

Sound Physicians is an Equal Employment Opportunity (EEO) employer and is committed to diversity, equity, and inclusion at the bedside and in our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.