Senior IT Support Specialist

Vitra Health - Braintree, MA

Full-time - Mid Level

Braintree, MA

Ambulatory Health Care Services

About the position

The Senior IT Support Specialist at Vitra Health is responsible for coordinating and delivering IT services to users while leading the organization's technology support efforts. This role emphasizes excellent customer service and a proactive approach to incident resolution, ensuring that both staff and clients receive the highest quality of IT support. The specialist will work closely with leadership and external IT support to enhance the overall technology experience within the company.

Responsibilities

• Facilitate onboarding processes for new employees, including account creation and hardware/software provisioning.
• Assist in the training and orientation of new staff in the use of hardware and software as well as ongoing and yearly staff training.
• Prioritize escalation procedures for advanced or intricate help requests after initial troubleshooting, engaging the managed service provider as warranted.
• Anticipate customer needs and proactively identify solutions.
• Provide effective and timely IT onsite and remote support.
• Record, monitor, update and respond to support requests, owning time to completion, or work collaboratively with IT external support as needed.
• Maintain a safe and secure work environment.
• Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments.
• Image, configure and deploy laptops and desktops in an enterprise environment as needed.
• Plan and anticipate needs for peripherals and handhelds.
• Ensure proper utilization of systems, manage contracts and streamline where possible.
• Report trends and unusual inquiries received to department leadership.
• Monitor, report and document standard operating procedures as well as system and performance issues.
• Responsible for ensuring data integrity during times of system transition.
• Report monthly metrics, maintaining documentation concerning support services and monitor for areas of improvement.
• Conduct oneself ethically and in accordance with all applicable regulations, laws, and medical ethics.
• Foster a culture of customer service and commitment to quality care.
• Serve as a brand ambassador for VITRA reflecting our vision, mission and values.
• Show genuine interest and compassion for the communities we serve.
• Embrace and champion a culture of diversity, equity and inclusion.
• Other responsibilities as assigned.

Requirements

• Bachelor's degree in computer science, information systems, management information systems, or a related field required.
• Minimum 5 years' experience with Microsoft Cloud Solutions, Azure AD / Administration and Architecture deployments, Microsoft 365, and implementations and management of SharePoint sites and Intune or other MDM solutions.
• Ability to work independently and as part of a team.
• Working knowledge of general data security protocols and requirements to maintain a safe and secure technology platform along with strict adherence to data confidentiality.
• Strong technical skills in the configuration, installation, and troubleshooting of Microsoft Windows and macOS, email and web clients, antivirus software, and experience troubleshooting peripheral and handheld devices.
• Demonstrated ability to work well with others, understand process flows and correlating platforms, adhere to deadlines, recommend options, and implement solutions.
• Proficient using remote desktop management tools with knowledge of desktop security and standards (security/networking).
• System and application administration for department-level technologies (e.g., database applications, business processes application, web administration, etc.).
• Strong communication skills with experience preparing and delivering information to multiple audiences with the ability to translate technical concepts to non-technical individuals.
• Planning, organization, and implementation skills with experience managing multiple concurrent initiatives.
• Ability to prioritize and manage multiple tasks and projects concurrently to meet deadlines.
• Strong organizational skills and outstanding attention to detail.
• Ability to stay on task, communicate status updates to stakeholders, and guide others.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to implement change and innovation.
• Must be able to work with users with limited technical knowledge in remote and non-remote capacities.
• Must be self-reflective, open to feedback, and able to alter communication style based on the audience.
• High level of integrity, confidentiality, and transparency.
• Experience in diverse culture preferred.

Nice-to-haves

• Experience in diverse culture preferred.