Job Details
SYSTEMS TECHNICIAN II
2025-08-05 Anchorage Neighborhood Health Center Anchorage,AK
Description:
ANHC's Mission, Vision and Values: Actively supports ANHC's mission, vision and values. Includes using individual skills to add value to the mission: To be a trusted partner in every person's wellness by providing integrated, compassionate, and high-quality health care, regardless of ability to pay; and vision: Accessible care for a healthy Anchorage. Aligns actions around organizational values of RESPECT, COMPASSION, PERSONAL INTEGRITY, EXCELLENCE and COLLABORATIVE SPIRIT and gives priority to organizational mission, vision and values when making decisions.
Accountability: Takes ownership for delivering on commitments; owns mistakes and uses them as opportunities for learning and development; openly discusses his/her actions and their consequences both good and bad; has an ability to identify strengths and developmental opportunities and leverages insight to make adjustments to improve their effectiveness; courage to have difficult conversations.
Adapting to Change: Accepts and adapts to change in a professionally appropriate and thoughtful manner. Is willing to offer a different perspective or approach and yet knows when and how to stand down graciously and accept a well-thought-out decision. Embraces change.
Confidentiality: Maintains the highest level of confidentiality regarding ANHC records and information relating to ANHC, its customers and employees. Appropriately uses internal confidential information for business purposes only. Responsible for knowledge and compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
Communicating Effectively: Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.
Decision Making/Judgment: Approaches problems and decisions methodically and objectively; involves others as needed; uses sound judgment in making decisions and understanding the impact to themselves, customers, their team, and the organization; conducts the appropriate analysis to identify the symptoms and root cause of issues; makes timely decisions.
Delivering High Quality Work: Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
Demonstrating Initiative: Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.
Results Orientation: Is focused on outcomes and accomplishments; follows through on commitments; can be counted upon to successfully execute on goals; motivated by achievement and a need for closure; has an attention to detail and is both efficient and effective in achieving a high level of measurable outcomes; persists in achieving goals despite obstacles.
Service Excellence: Has a desire to consistently provide a genuinely exceptional experience to every person, every time. Provides timely and professional service to both internal and external customers; is responsive to customer needs and requests; is always courteous to the customer and considers the needs of the customer when making decisions.
Teamwork: Meets all team deadlines and responsibilities, listens to others and values opinions, helps team and leader to meet goals, welcomes newcomers and promotes a team atmosphere.
PHYSICAL, SENSORY, ENVIRONMENTAL QUALIFICATIONS:
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to lift up to 50 pounds. Must be able to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects. Must be able to hear, see, feel, touch, talk, and use deductive reasoning.
Work is performed in a healthcare clinic and office setting. ANHC is a tobacco-free campus.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
Anchorage Neighborhood Health Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Anchorage Neighborhood Health Center complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Persons alleging unequal treatment should contact the Chief Human Resources Officer.
The undersigned have read this job description and agree that it defines the position as it currently exists. The undersigned also understands that the above is intended to describe the general content of and requirements for this job. It is not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor.
Qualifications
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Minimum position qualification:
Work Experience: 2-3 years of technical support experience, including responsibility for systems and application support in a professional environment.
Education, Certification and Licensure: Associate degree in Information Technology or a related field, or equivalent combination of education and experience.
Work Experience: 3+ years of progressively responsible experience in IT support, preferably in a healthcare or clinical setting.
Additional Skills & Knowledge:
Job Details
Job Location
ANCHORAGE, AK
Description
POSITION SUMMARY:
The Systems Technician II is a mid-level technical support role responsible for providing advanced troubleshooting, system maintenance, and technical assistance to end users at Anchorage Neighborhood Health Center (ANHC). This position builds on foundational skills to support a broader range of systems and applications while contributing to small project implementations, system updates, and end-user training. The Systems Technician II serves as a resource for Tier I technicians and works collaboratively with other IT staff to maintain the organization's technology environment and ensure operational continuity.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Respond to and resolve technical support requests, incidents, and service tickets in a timely, customer-focused manner.
- Troubleshoot and resolve a variety of hardware, software, network, and system access issues for end users, escalating complex problems when necessary.
- Support and administer user accounts, group memberships, permissions, and mailboxes in Active Directory and Microsoft 365.
- Deploy, configure, and maintain endpoint devices, including desktop computers, laptops, mobile devices, printers, telephony equipment, and peripherals.
- Provide intermediate support for clinical, business, and operational applications (e.g., VDI, O365, Epic, Dentrix, PioneerRx), including user configuration and issue resolution.
- Assist with basic network troubleshooting and perform connectivity diagnostics for wired, wireless, and telephony systems.
- Maintain IT asset inventory records, software licensing documentation, and user access logs.
- Serve as a backup to Systems Technician III for system patching, software deployments, and minor system upgrades.
- Provide training, guidance, and mentorship to Systems Technician I staff, supporting their technical and professional development.
- Maintain accurate documentation in the service management/ticketing system for all incidents, service requests, and resolutions.
- Contribute to the development and maintenance of end-user knowledge base articles and quick reference guides.
- Participate in the on-call rotation to support after-hours clinic operations.
- Uphold IT security policies, HIPAA requirements, and organizational confidentiality standards.
- Assist with the administration and support of:
- Active Directory, Microsoft 365, and Azure.
- VMWare virtual environments and Horizon VDI infrastructure.
- Mobile Device Management (MDM) systems (Meraki MDM, Apple Business Manager).
- Mitel phone system and teleconferencing hardware/software.
- Collaborate with IT management and vendors during troubleshooting and project activities.
- Provide technical support for audiovisual systems and conference room equipment.
- Assist with software and hardware upgrades, deployments, and system migrations.
- Other duties as assigned by IT management.
ANHC's Mission, Vision and Values: Actively supports ANHC's mission, vision and values. Includes using individual skills to add value to the mission: To be a trusted partner in every person's wellness by providing integrated, compassionate, and high-quality health care, regardless of ability to pay; and vision: Accessible care for a healthy Anchorage. Aligns actions around organizational values of RESPECT, COMPASSION, PERSONAL INTEGRITY, EXCELLENCE and COLLABORATIVE SPIRIT and gives priority to organizational mission, vision and values when making decisions.
Accountability: Takes ownership for delivering on commitments; owns mistakes and uses them as opportunities for learning and development; openly discusses his/her actions and their consequences both good and bad; has an ability to identify strengths and developmental opportunities and leverages insight to make adjustments to improve their effectiveness; courage to have difficult conversations.
Adapting to Change: Accepts and adapts to change in a professionally appropriate and thoughtful manner. Is willing to offer a different perspective or approach and yet knows when and how to stand down graciously and accept a well-thought-out decision. Embraces change.
Confidentiality: Maintains the highest level of confidentiality regarding ANHC records and information relating to ANHC, its customers and employees. Appropriately uses internal confidential information for business purposes only. Responsible for knowledge and compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
Communicating Effectively: Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.
Decision Making/Judgment: Approaches problems and decisions methodically and objectively; involves others as needed; uses sound judgment in making decisions and understanding the impact to themselves, customers, their team, and the organization; conducts the appropriate analysis to identify the symptoms and root cause of issues; makes timely decisions.
Delivering High Quality Work: Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
Demonstrating Initiative: Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.
Results Orientation: Is focused on outcomes and accomplishments; follows through on commitments; can be counted upon to successfully execute on goals; motivated by achievement and a need for closure; has an attention to detail and is both efficient and effective in achieving a high level of measurable outcomes; persists in achieving goals despite obstacles.
Service Excellence: Has a desire to consistently provide a genuinely exceptional experience to every person, every time. Provides timely and professional service to both internal and external customers; is responsive to customer needs and requests; is always courteous to the customer and considers the needs of the customer when making decisions.
Teamwork: Meets all team deadlines and responsibilities, listens to others and values opinions, helps team and leader to meet goals, welcomes newcomers and promotes a team atmosphere.
PHYSICAL, SENSORY, ENVIRONMENTAL QUALIFICATIONS:
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to lift up to 50 pounds. Must be able to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects. Must be able to hear, see, feel, touch, talk, and use deductive reasoning.
Work is performed in a healthcare clinic and office setting. ANHC is a tobacco-free campus.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
Anchorage Neighborhood Health Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Anchorage Neighborhood Health Center complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Persons alleging unequal treatment should contact the Chief Human Resources Officer.
The undersigned have read this job description and agree that it defines the position as it currently exists. The undersigned also understands that the above is intended to describe the general content of and requirements for this job. It is not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor.
Qualifications
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Minimum position qualification:
Work Experience: 2-3 years of technical support experience, including responsibility for systems and application support in a professional environment.
Education, Certification and Licensure: Associate degree in Information Technology or a related field, or equivalent combination of education and experience.
- Formal IT training and industry certifications (e.g., CompTIA A+, Network+, Microsoft MCP) preferred.
Work Experience: 3+ years of progressively responsible experience in IT support, preferably in a healthcare or clinical setting.
Additional Skills & Knowledge:
- Intermediate knowledge of Windows desktop operating systems, Microsoft 365, Active Directory, and basic networking concepts.
- Experience supporting business and clinical applications.
- Familiarity with virtual desktop infrastructure, mobile device management, and healthcare information systems preferred.