IT Helpdesk Lead

Committed to bringing healthcare into communities and communities into healthcare since 1978, NEW Health is rural northeast Washington’s leading non-profit primary care provider. We treat all patients with the respect they deserve while providing high-quality, integrated medical, dental, behavioral health, and pharmacy services. 

NEW Health has been named one of the best places to work in the Inland Northwest! We set the standard to advance employees within our organization and hold ourselves accountable by tracking employee advancement as one of our key performance indicators. Our workforce development program, NEW Health University, is nationally recognized for developing local career pathway training. We provide all of our staff with paid, on-the-job training to ensure you are confident and successful in your position. 

 Your Career Pathway with NEW Health 

We create pathways for career growth within NEW Health. To support this, we provide all employees with monthly paid training and additionally offer tuition reimbursement and one-on-one career planning. There are many paths to grow your career within NEW Health; here are some examples: 

Front Desk -> Medical Assistant Apprentice -> Certified Medical Assistant -> Assistant Operations Manager -> Clinic Operations Manager 

Dental Assistant Trainee -> Dental Assistant -> Assistant Operations Manager ->  

Care Coordination Manager 

Pharmacy Assistant -> Pharmacy Technician Apprentice -> Pharmacy Technician -> 340B Specialist 

Benefits with You and Your Family in Mind 

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  Up to three weeks of paid time off your first year plus nine paid holidays 

  
  


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  Free Life Flight membership for your family 

  
  


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  No-cost medical, dental, and vision insurance for employees 

  
  


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  Health Savings Account and Flexible Spending Account options 

  
  


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  401(k) plan with matching contribution 

  
  

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  Continuing education, license, and tuition reimbursement opportunities 

  
  

The above list is not inclusive of all full-time employee benefits and is dependent upon eligibility criteria. 

Purpose of Job:

Improve the overall health of the communities we serve by providing by utilizing and supporting advanced technologies with high standards of efficiency, competence, and collaboration.

Essential Duties and Responsibilities:

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  Utilizes ticket system to accurately document all supported incidents and change requests.

  
  


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  Creates and maintains detailed and complete Helpdesk documentation.

  
  


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  Serves as an escalation resource for staff seeking technical assistance via phone or email.

  
  


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  Perform troubleshooting utilizing IT support tools (in person or remote).

  
  


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  Research and resolve computer hardware and software problems. Replaces defective components.

  
  


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  Escalates unresolved issues to next level of support after ensuring all necessary triage steps have been completed and documented.

  
  


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  Identify opportunities for automation and assist with development of automation workflows and solutions.

  
  


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  Oversees installation, modifications, and repairs for computer hardware, software, and peripherals.

  
  


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  Creates and maintains user domain accounts. Performs user account password resets.

  
  


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  Trains helpdesk and staff as necessary.

  
  


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  Provide tier 1 and tier 2 IT support.

  
  


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  Enforces IT standards and educates employees about compliance issues.

  
  


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  Maintains high level of communication with Helpdesk team to ensure staffing coverage and break schedules, meet department goals SLA’s and track performance goals.

  
  


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  Performs other duties as assigned.

  
  


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  Travel may be required.

  
  

Education/Experience: Associate degree or higher in a technical field preferred with 3-4 years’ experience within IT. Certification in one of the following preferred: IEEE, CompTIA A+, Network+. Any experience in a healthcare setting highly preferred.

Additional Experience:

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  Microsoft Active Directory User and Computer management

  
  


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  Office 365 applications and user managemnt

  
  


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  Basic network experience including troubleshooting basic LAN and wireless connectivity.

  
  


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  Strong triage and root cause analysis.

  
  

Skills: Technical and problem-solving skills, verbal and written communication skills required. Ability to work in a team environment, maintain a positive attitude, and a commitment to quality required. Ability to handle protected health information in a manner consistent the Health Insurance Portability and Accountability Act of 1996 (HIPAA) required.

Physical Demands:

Sitting at a workstation over 2/3rds of the day. Required to read from text and computer screen over 2/3rds of the day. Communicating occurs constantly throughout the day. Able to move around to different facilities if desired. Lifting could be as much as 35lbs infrequently throughout the day.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.