Lead IT Support Specialist

POSITION TITLE: Lead IT Support Specialist
DEPARTMENT: IT
LOCATION: Longview WA
REPORTS TO: IT Operations Manager
FLSA STATUS: Nonexempt fulltime
WAGE RANGE: $38.45 - $46.10 per hour DOE

Closing Date: June 4 2025

***If you are an American Indian/Alaska Native and/or a Veteran and would like this to be considered preference in hiring please upload documentation with your resume and cover letter. Acceptable documentation includes Tribal Enrollment card a letter from your Tribe stating your enrollment or BIA 4432 and/or DD214.***

Position Summary:

Leads and supports end users through first-line technical troubleshooting and support of satellite offices. Serves as an escalation point for complicated issues and solving technical problems. Ensures that user support aligns with IT department standards with end-user support asset management technical project work and relevant documentation. Collaborates with other leaders on the IT team all under the leadership of the IT Operations Manager.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Leads the Help Desk team and manages related projects.
• Handles service request escalations from IT Support Specialists.
• Acts as a primary resource for problem management and resolution.
• Responds to requests for assistance through e-mail Teams chats phone calls or in person.
• Guides customers step-by-step through the problem-solving process.
• Installs tests and troubleshoots computer hardware software telephones and peripheral equipment.
• Implements and advocates for information security best practices and identifies threats to security.
• Serves as a first responder for security incidents regarding end-user devices; investigates and determines the scope of the intrusion and remediate threats; And secures endpoints through proper configuration antivirus and malware protection.
• Manages computer objects user account permissions and group policy within Active Directory.
• Mentors and trains team members to help develop and improve knowledge skills and performance.
• Reviews work product of IT Support Specialists to ensure adherence to policies department procedures and best operational and security practices.
• Researches evaluates tests and recommends new technologies beneficial for county employees.
• Maintains an accurate inventory database of county computers printers and network assets.
• Follows up with customers to ensure satisfactory service.
• Provides weekly written reports to IT Operations Manager.
• Oversees directs and leads the Help Desk team.
• Assigns service requests and/or projects to team members independently or as directed by the IT Operations Manager.
• Follows organizational policies and best practices related to information security; exercises good judgment to protect the confidentiality integrity and availability of Tribal computer systems and electronic records; supports compliance with CJIS HIPAA and other information security regulations.
• Reads analyzes and interprets technical and general business periodicals professional journals technical procedures and regulations.
• Keeps abreast of new technologies and principles attending seminars educational workshops classes and conferences to maintain certifications.
• Displays and reflects the culture mission vision values and direction of the department and organization.
• Contributes to a team effort and accomplishes related results as required.
• Performs other related duties as required.

Knowledge Skills and Abilities:

• Knowledge of traditional form of government and tribal customs and traditions.
• Knowledge of MIS and IT concepts principles and practices; computer operations and user environments; and enterprise applications in a clinical environment.
• Knowledge of federal copyright laws as they pertain to the use of computer software.
• Knowledge of and experience with Windows 10 Professional operating systems enterprise systems Microsoft Domain networking various programming languages or Windows scripting.
• Knowledge of current technological developments/trends in area of expertise.
• Skill in critical and analytical thinking.
• Skill in analyzing problems projecting consequences identifying solutions and implementing recommendations.
• Ability to lead the work of a team train and coach team members and assist team members with professional development efforts.
• Ability to plan implement test and troubleshoot system applications.
• Ability to design develop and implement integrated software systems solutions to organizational requirements.
• Ability to develop and write systems and applications documentation and guides for users.
• Ability to provide a range of systems training and support activities for users.
• Ability to perform preventive maintenance on systems and devices.
• Ability to communicate effectively both verbally and in writing.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds employees and officials.
• Ability to work independently and meet strict timelines.
• Ability to maintain privileged confidential information.

Minimum Qualifications:

• Associates degree in IT MIS or related field.
• Three years experience providing hardware software and user support in a clinical environment.
• One year experience supporting major EHR/EMR software and associated systems 1. H.S. RPMS/EHR preferred.
• Experience within a Windows Server environment using Server 2012 or higher preferred.
• A combination of relevant education and related work experience may be considered.
• Valid drivers license is required when driving vehicles for work-related purposes.
• Must be able to successfully pass a background screening / investigation according to the established requirements below.

Tribal preference in accordance with Cowlitz Indian Tribe Code and CIT Employee Policies and Procedures Handbook shall apply to all positions. All positions are required to adhere to CITs established safety policies regarding vaccine requirements and personal protective equipment (PPE).

Background Investigation Requirements:

• Pre-employment drug screen.
• Reference checks education and employment verification.
• Federal state and/or tribal criminal history and sanction checks.

Physical Demands:

While performing the duties of this job the employee regularly is required to sit; use hands to finger handle or feel; and talk or hear. The employee occasionally is required to stand; walk; and reach with hands and arms. The employee is occasionally required to lift up to 50lbs. Specific vision abilities required by this job include close vision.

Work Environment:

Work is generally performed in an office setting with a moderate noise level. Exposure to hazardous materials potentially dangerous situations dust allergens and infectious disease may occur. Situations occur where PPE (personal protective equipment) is needed. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common.