About Company
Southeast Alaska Regional Health Consortium (SEARHC) is a non-profit health consortium established in 1975 to provide healthcare to Alaska Natives, with services open to all residents of Southeast Alaska. With a network of medical, dental, and behavioral health clinics, hospitals, and specialty services across the region, SEARHC is dedicated to improving the health and well-being of the communities it serves. We are proud to deliver high-quality, patient-centered care, embracing cultural values, and leveraging technology to enhance our reach and impact. Joining SEARHC means becoming part of a passionate team committed to making a tangible difference in the lives of individuals and families throughout Southeast Alaska. Our commitment extends beyond direct patient care to ensuring our operational infrastructure, including our IT systems, functions seamlessly to support our vital mission.
Job Description
Are you a skilled Technical Support Engineer looking for a rewarding remote contract opportunity? SEARHC is seeking a dedicated and experienced Technical Support Engineer to join our dynamic IT team on a remote, contract basis, based out of Wrangell, Alaska. In this critical role, you will be the first line of defense for our diverse user base, providing essential technical assistance and support related to computer systems, hardware, and software. Your expertise will directly contribute to the smooth operation of our healthcare facilities and administrative functions across Southeast Alaska, ensuring that our clinicians and staff have the tools they need to deliver uninterrupted patient care. This position requires a proactive problem-solver with excellent communication skills, capable of diagnosing and resolving technical issues efficiently and effectively in a remote environment. You will manage incoming support requests, troubleshoot complex problems, and escalate issues when necessary, all while maintaining clear and concise documentation. This is an exceptional opportunity for an individual who thrives in a fast-paced, mission-driven organization and is passionate about leveraging technology to support healthcare services. Join us in making a difference from the comfort of your remote workspace.
Key Responsibilities
- Provide remote technical support and troubleshooting for hardware, software, network connectivity, and other IT-related issues.
- Respond to incoming support requests via phone, email, and ticketing system in a timely and professional manner.
- Diagnose and resolve technical issues, including operating system problems (Windows, macOS), application errors, peripheral device malfunctions, and basic network connectivity problems.
- Administer user accounts, permissions, and access rights in various systems (e.g., Active Directory, Office 365).
- Document all support interactions, resolutions, and configurations meticulously within the IT service management platform.
- Assist with the deployment, configuration, and maintenance of remote user workstations and mobile devices.
- Collaborate with other IT team members, including system administrators and network engineers, to resolve complex or escalated issues.
- Provide basic user training and guidance on IT best practices and system usage.
- Contribute to the creation and maintenance of IT knowledge base articles and support documentation.
- Ensure compliance with organizational security policies and procedures and healthcare data privacy regulations.
Required Skills
- Proven experience (minimum 3 years) as a Technical Support Engineer, Help Desk Technician, or similar IT support role.
- Strong proficiency in troubleshooting Windows operating systems (Windows 10/11) and Microsoft Office 365 suite.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk).
- Solid understanding of basic networking concepts (TCP/IP, DNS, VPN).
- Ability to perform remote diagnostics and troubleshooting effectively.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Exceptional problem-solving and analytical abilities.
- Self-motivated, able to work independently with minimal supervision in a remote setting.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- IT industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional).
- Experience supporting macOS and Apple devices.
- Familiarity with healthcare IT environments and related applications (e.g., Electronic Health Records systems).
- Experience with remote monitoring and management (RMM) tools.
Perks & Benefits
- Competitive hourly compensation for contract work.
- Flexible remote work environment, offering work-life balance.
- Opportunity to make a significant impact by supporting vital healthcare services.
- Engagement with a collaborative and supportive IT team.
- Professional growth and development opportunities in a dynamic healthcare setting.
How to Apply
If you are a talented Technical Support Engineer passionate about providing exceptional remote IT support and contributing to a meaningful mission, we encourage you to apply. Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications.