Job Description

Northwest Kidney Centers seeks a IT Support Analyst 1 to support the Information Technology team in a full-time, hybrid position based at Burien, WA.

Shift: Full-time, Monday-Friday, Hybrid.

Purpose

The IT Support Analyst 1 provides Tier 1 Service Desk and onsite technical support for Northwest Kidney Centers users, locations, and technology services. The position responds to incidents and service requests, performs troubleshooting, resolves or escalates issues, provisions hardware and software, supports user access activities, maintains accurate documentation and knowledge base content, and contributes to IT projects. The role works with IT teams, internal customers, vendors, and third-party support partners to deliver reliable, secure, and customer-focused technology support in alignment with service expectations and organizational policies.

Duties

• Service Desk and End-User Support
• Provide Tier 1 assistance by phone, email, ticket queue, approved remote support tools, and in-person support at NKC locations.
• Triage, troubleshoot, document, resolve, and close incidents and service requests in accordance with Service Desk procedures and service level expectations.
• Escalate issues to internal IT teams, vendors, or support partners with clear technical notes, troubleshooting results, priority, and business impact.
• Provide timely and professional customer communication regarding status, next steps, resolution, and follow-up.
• Endpoint, Hardware, Software, and Peripheral Support
• Provision, install, configure, troubleshoot, maintain, and support desktops, laptops, mobile devices, printers, peripherals, and approved software.
• Perform diagnostic testing, validate hardware and software functionality, and support onboarding, offboarding, moves, and equipment replacements.
• Maintain accurate asset, software, assignment, inventory, and lifecycle records.
• Travel to NKC locations for onsite support, equipment deployment, refresh activities, and assigned projects.

• Access Management and Security Support
• Assist with account, group, mailbox, application, MFA, and access requests using established procedures and approval requirements.
• Support basic endpoint health and security activities, including device compliance follow-up and escalation of suspected security incidents.
• Follow access management, change control, privacy, information security, HIPAA, and HITECH requirements as applicable.
• Protect confidential information and report risks, recurring issues, or potential security concerns to the appropriate IT team.
• Monitoring, Incident Response, and Operations
• Monitor Service Desk channels, assigned ticket queues, and operational checks to support timely response and service availability.
• Assist with issues identified through daily checks involving endpoints, email, connectivity, endpoint protection, and related technology services.
• Collect information, perform assigned troubleshooting, document findings, and escalate during incident response activities.
• Participate in rotating after-hours or on-call support in accordance with department procedures.
• Documentation, Training, and Continuous Improvement
• Create, update, and follow knowledge articles, troubleshooting guides, support procedures, and user-facing documentation.
• Provide user guidance and basic training for standard hardware, software, account access, and technology processes.
• Identify recurring issues and recommend improvements to documentation, support workflows, ticket routing, asset records, and customer experience.
• Cross-train with IT team members to strengthen service continuity and shared technical knowledge.
• Project Support and Collaboration
• Contribute to technology deployments, hardware refreshes, software rollouts, office moves, clinic support initiatives, and other IT projects.
• Collaborate with IT peers, internal departments, vendors, and support partners to resolve issues and complete assigned work.
• Adhere to legal requirements, company policies, IT standards, and department procedures.
• Perform other duties and responsibilities as assigned by the IT Service Manager.

Requirements

• Associates degree in Computer Science, Information Technology, or a related field preferred; equivalent work experience may be considered.
• 1 to 2 years of experience providing desktop, laptop, mobile device, printer, software, and end-user technical support in a Service Desk or field support environment.
• Experience supporting Microsoft Windows, Microsoft 365 applications, common endpoint hardware, basic networking concepts, and standard IT support utilities.
• Working knowledge of Active Directory or similar identity tools; experience with Microsoft Entra ID, Intune, or endpoint management tools preferred.
• A+, Network+, Microsoft, or another relevant technical certification preferred.
• Strong customer service, troubleshooting, problem-solving, documentation, prioritization, and follow-through skills.
• Healthcare experience and working knowledge of HIPAA, HITECH, and healthcare business processes are preferred.

Learn more about us, NKC on YouTube

Benefit offerings for eligible employees (.6-1.0 FTE):

• Choice of 3 medical insurance plans: Premera Blue Cross (HDHP, Low Option PPO, High Option PPO)
• Delta Dental & Vision Services Plan
• 401 Retirement Plan, Employer Match dollar for dollar up to 4% of your wages and an additional 1% Discretionary Match
• Disability benefits: Short-term & Long-term Plans
• Life & AD&D Plans
• Tuition Reimbursement of up to $4,000 annually
• Employee Assistance Program
• Employee Scholarship Program
• Flexible Spending & Health Savings Accounts
• 100% employer subsidized Commute/Transit Benefits available
• Paid Time Off (PTO) includes personal time off and holidays. Employees may earn up to 192 hours of PTO in their first year.
• Paid Sick Time (PST) - Employees will earn 1 hour for every 30 eligible hours of work.

Founded in 1962 as the world’s first outpatient dialysis provider, Northwest Kidney Centers operates 19 dialysis clinics across the Puget Sound region in addition to hospital-based services and a large home-based dialysis program. We are a not-for-profit, community-based organization and consistently rank among the top dialysis providers in the United States in quality of care, patient outcomes and transplant rates.

At Northwest Kidney Centers, teamwork, integrity, respect, excellence and stewardship guide our approach to how we work. We differentiate ourselves by our patient centered approach and active commitment to advancing kidney research and dialysis innovation. Key to our success is the compassion and expertise of our dedicated team of staff that care for those we serve.

Equal Employment Opportunity
Northwest Kidney Center is an equal employment opportunity employer. Every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. NKC will not engage in or tolerate any discrimination in the workplace prohibited by local, state, or federal law. Specifically, no employee will be discriminated against on the basis of their race (including physical characteristics historically associated with race, such as hairstyle or hair type), sex/gender, religion/creed, pregnancy, age, physical or mental disability, marital status, national origin, citizenship, immigration status, genetics/genetic markers, military or veteran status, sexual orientation, including gender expression or identity, actual or perceived victims of domestic violence, sexual assault, or stalking, or any other characteristic protected by applicable federal, state or local law.

Preboarding Requirements: At Northwest Kidney Centers, we are committed to maintaining a safe work environment for all employees and patients. As part of our hiring process, we conduct pre-employment background checks, drug screenings (we do not test for THC), employment verification and references, which are contingent to be hired on with NKC. These checks ensure we are in compliance with regulatory requirements and uphold our standards of safety, excellence, stewardship, and integrity. We value transparency and respect your privacy; any information obtained during these screenings will be handled with the utmost confidentiality. Should you have any questions regarding this process, please feel free to reach out to our People Team.

Please note: To protect our vulnerable patient population and our workforce, NKC strongly encourages all staff to receive the COVID-19 vaccine.