Shift Lead

HCL Technologies - Waukesha, WI

Full-time - Mid Level

Waukesha, WI

Professional, Scientific, and Technical Services

About the position

The Technology Support Specialist - Intermediate role is focused on providing onsite IT support within healthcare environments, specifically at ProHealth Care facilities. This position is responsible for a variety of IT tasks including hardware and software support, incident management, and collaboration with other IT teams to ensure efficient operations and compliance with healthcare regulations.

Responsibilities

• Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence.
• Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologies.
• Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changes.
• Ensure all work complies with organizational security policies, data protection standards, and healthcare regulations (e.g., HIPAA).
• Monitor and manage IT inventory, ensuring appropriate stock levels of spare hardware and replacement parts.
• Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support services.
• Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures.
• Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordingly.
• Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively.
• Provide customer service support to both internal users, external customers, and vendors on ProHealth Care's Network.
• Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization.
• Maintain detailed and accurate records in workload management, asset management, and administrative applications.
• Provide tier I and II support in all areas of the organizational service portfolio.
• Provide excellent customer service to all levels of employees including customers, peers, and leadership.
• Accurately follow documentation and checklists to ensure efficiency and consistency.
• Participate and engage in team meetings, team building activities, and other opportunities to strengthen the department.
• Communicate in a professional, positive and timely manner in person, on the phone, and via electronic means.
• Use routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.
• Self-direct once assigned work and function with considerable independence.
• Show an interest in learning more advanced aspects of the functional skills.
• Actively maintain a level of self-study related to technology and customer service.
• Able to communicate with the customer in non-technical terms so the users can understand.

Requirements

• Associate degree in relevant field with 4+ years technical support experience or 6+ years of technical support experience in lieu of a degree.
• Experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.
• Experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems.