This posiiton is based out of our administration office in NE Portland. The schedule is Monday through Friday, typically 8:30 a.m. to 5:00 p.m.
Job Overview

IT Support Analysts assist Cascadia in achieving its mission by ensuring the technology used by staff members is working properly and effectively. IT Support Analysts are responsible for troubleshooting and resolving a wide range of hardware and software issues as well as deploying new technologies used throughout the organization. This position serves as the primary point of contact for the IT department and is responsible for providing outstanding customer service, and ensuring all issues and service requests are fully resolved. IT Support Analysts provide services both remotely and onsite at all Cascadia locations.

Essential Duties

This position description is not intended to be an all-inclusive list of responsibilities, skills, or working conditions associated with the position. Management reserves the right to modify, add or remove duties as necessary.

• Troubleshoot and resolve common computer hardware and software issues, including basic printing and network connectivity issues
• Troubleshoot and resolve common issues with Cascadias mobile devices (smartphones and tablets).
• Setup computer workstations, including common peripheral devices.
• Install and configure common software applications.
• Assist and train staff in the proper use of computer hardware and software.
• Create knowledge base articles and training documentation.
• Manage network and system user accounts including group membership and permissions.
• Update and maintain the IT asset database
• Answer calls, emails and chat messages and log IT support tickets while providing outstanding customer service.
• Participate in all scheduled staff meetings, supervision sessions, and other agency or dept. meetings
• Adhere to compliance, required laws, regulations and trainings, for the safety of property, staff, and clients
• Complete all annual employee training requirements

Commitment to Equity, Diversity and Inclusion

• This position must understand, appreciate and respect the diversity and cultural differences within our Cascadia community. As such, it is expected that this position promotes integrated care, our vision of trauma-informed and person-first approaches and helps create a work environment of inclusion, safety and acceptance.

Education:

• Associates or bachelors degree in Information Technology, Computer Science, or other related field preferred.
• CompTIA A , Network and Security or similar certifications are preferred

Experience:

• 5 years professional experience providing IT support required without formal education or certifications, or a combination of work experience, education, and/or certification that demonstrates an ability to perform the essential duties of the position.
• Experience using ITIL based support processes is desirable.
• Experience providing IT support in a healthcare organization is desirable.

Specialized Knowledge, Skills and Abilities:

• Knowledge of Microsoft Office suite, Intermediate Excel
• Operate computer programs and systems at a level needed to perform the essential duties
• Prepare advanced reports
• Excellent customer service skills
• Excellent problem solving skills
• Excellent written and verbal communication skills
• Ability to explain complex technical information to non-technical audiences

Other:

• Must be able to travel between multiple Cascadia locations to provide on-site support as needed at all sites.
• Possess a valid drivers license, three year driving history; clean driving record, ability to pass Driver Motor Vehicle (DMV) check and complete the Cascadia online Defensive Driving course.

Core Competencies

Leadership and Decision Making

Ability to exercise independent judgement when appropriate

Demonstrate interpersonal, decision-making, and time management skills

Ability to analyze and solve complex technology problems using appropriate methodologies and strong technical knowledge.

Interpersonal

Ability to work independently as well as part of a team.

Work accurately, efficiently, and effectively

Demonstrate a work history of dependability

Effectively engage with internal providers, external providers, and stakeholders

Ability to build trust and respect among shareholders and co-workers

Understand, appreciate, and respect diversity and cultural differences

Working collaboratively to solve problems and complete service requests. Escalating issues as needed.

Providing service and support to all Cascadia employees

Ability to resolve issues, place orders for equipment learning about new features and functionality

Maintains the confidentiality, integrity and availability of sensitive data.

Working Conditions

Work is performed in an ordinary office environment at Cascadias Administrative building during typical business hours, Monday through Friday. The position will require occasional travel during business hours among Cascadia work sites in performance of duties and to train and meet with staff. Work may include working under desks, in tight spaces, network closets etc. Must be available to periodically work outside of normal business hours, including reporting for on-call duty.

Mental Demands

The IT Support Analyst may have a varied routine that involves a degree of unpredictability and disruption of planned tasks requiring a flexible time management approach.

Maintain awareness of common electrical and fire safety situations. Requires working with computer hardware and other electronic equipment.

Physical Demands

A typical workday consists of sitting at a desk while utilizing computers and other office equipment. This position requires the employee performs lifting and transporting of moderately heavy objects, such as computers and peripherals.
Cascadia is an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact us at 503.963.7654 or at peopleandculture@cascadiabhc.org