TECHNICAL SUPPORT ANALYST II

## Description **SIHB Core Competencies** **** Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop. These competencies define common measures for performance that are applied to every role in the organization. - Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine. It is our responsibility to maintain cultural integrity in all that we do. - Accountability: All employees of SIHB effectively manage their own work and the work of their teams. We take ownership of our actions and decisions. We all strive to deliver the highest quality work and care, while respecting our teammates and Patients. - Collaboration: SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change. - Communication: We practice effective and clear communication with staff, Patients, teams and community. We demonstrate empathy among each other and with those we serve, and transparency in our decision making. - Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our Patients first by delivering the highest quality, professional, responsive, and innovative care. Our Patients come first and deserve the best. **Position Summary:** The Technical Support Analyst Il ensures end user requests are fulfilled in an efficient, effective, and timely manner. This position is the central point of contact for Tier 1/2 IT support services and where needed, will coordinate with other internal/external teams to bring Incidents and Requests to resolution. The Technical Support Analyst II will also work to proactively prevent and reduce problems in the enterprise. **Organizational Structure/Reporting Relationships:** This position reports directly to the IT Director. **Organizational Responsibilities:** - Hold Indigenous values and practices with respect and integrity. - Hold yourself accountable to the highest standard by being resourceful, innovative, creative, and solutions-oriented. - Actively participate in organizational activities with the understanding that success is achieved through teamwork. - Recognize that communication is central to the organization’s success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others’ best intentions in mind. At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best. Serve the needs of our Relatives first by delivering the highest quality, professional, responsive, and innovative care. **Job Responsibilities** - - Incident and Request Management - Coordinate with IT teams to prioritize and fulfill daily work. - Fulfill assigned tasks and communicate status with end users. - Tier 1/2 troubleshooting and field escalations. - Maintain service level targets. - Diagnose, document, and resolve onsite/remote issues. - Initiate Incident Command process when high priority and high impact Incident occurs. - Consult with end users to provide longer term solutions. - Document in detail activities in Service Management tool. **Problem Management** - - Monitor and maintain well-functioning technical environment. - Identify patterns in Incidents and Requests to determine root cause(s) and implement solutions to proactively prevent future Incidents and Requests. - Automate solutions to improve productivity where possible. **Project Management** - - Participate in IT related projects as assigned. **Knowledge Management** - - Manage life cycle of knowledge documents. - Coordinate maintenance and update of all pertinent IT documentation to ensur…