Job Information
Providence St. Joseph Health Associate IS Technician in Renton, Washington
Description Providence caregivers are not simply valued - they're invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them. 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's supervisor and/or team; applies learning from the past to plan improvements in existing processes and systems.<