IT Support Specialist Senior

“Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job Summary

The primary function of the IT Support Specialist Senior is to provide the needed assistance and guidance to the field Technicians. This will include, but is not limited to, identifying, troubleshooting and resolving problems encountered by users of servers, computer systems, networks, Internet and other computer technologies. The IT Support Specialist Senior will also be required to identify training needs, and inspire, and supervise technicians at the direction of the IT support leads. The IT Support Specialist Senior will also provide guidance, trainning new and current team members in providing overall supervisory roles in accomplishing targets as defined in the Technology area.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reviews help desk tickets escalated from Level 0 technicians, returning to Lead if necessary, with helpful notes for future reference.


• Makes judgment as to when the problem must be escalated to the IT Support Lead/Manager.


• Follow-up on calls/tickets to ensure that users are updated, close tickets after resolution.


• Coaches and mentor’s junior members within the team.


• Submits knowledge base articles for review in Knowledge Base (KB) meetings.


• Makes judgment as to when the problem must be escalated to the IT Support Lead/Manager.


• Reviews surveys and submits them to the IT Support Lead.


• Works closely with IT Support Lead and technicians to review, develop, document, modify or execute operational processes, procedures and systems used to support them.


• Backs-up IT Support Lead in some meetings and duties as required.


• Perform installations, upgrades, and decommission of IT equipment used by the workforce.


• Perform other assigned duties as required under the direction of the IT Support Lead/Manager.


• Works closely with IT Support Lead and technicians to review, develop, document, modify or execute operational processes, procedures and systems used to support them.

Supervisory Responsibilities

This position is responsible for covering IT support Lead of IT duties when he/she is not available and supervisory responsibilities.

Required Education and Experience

1. Associate degree or relative experience with at least three years of coursework in Computer Sciences or Computer Engineering.


2. Experience with project management at least one year.


3. Current experience providing technical desktop and network support in a large multi-platform and multi-operating systems environment.


4. Two years of experience and an MCP (Microsoft Certified Professional) certificate OR Comp TIA Certifications.


5. Computer, devices, network and software troubleshooting and problem solving skills required.


6. Knowledge of networking and AD environment.


7. Collaboration and productivity tools (Google and/or Office)


8. Bi-lingual fluency in English and Spanish preferred but not required.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

1. Currently employed with Sanitas or previously an IT Lead or Coordinator in an IT environment.


2. Ability to stay calm in stressful situations especially when dealing with demanding users.


3. Strong leadership and organizational abilities.


4. Excellent communication (written, verbal) and interpersonal skills.


5. Ability to use discretion and maintain confidentiality with access to sensitive data.


6. Computer, devices, network and software trouble-shooting and problem-solving skills required.


7. Knowledge of networking and Active Directory environment.


8. Collaboration and productivity tools (e.g., Google, Teams and/or Office, Endpoint)


9. Must possess a positive attitude, willingness to learn and pro-actively seek continuous quality improvement of services.

Preferred Qualifications

• Microsoft Certified Professional preferred.


• Comp TIA Certifications preferred.

Financial Responsibilities

Budget Responsibilities

Languages

Travel

Physical Demands

The physical demands 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 work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please indicate with an X the frequency for the activities that apply to the essential functions of the job based on the chart below. Please select Not Required for physical demands that aren’t essential to job performance.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive, and equitable culture for our employees and communities.

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the company. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.