IT Support Lead

Description

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 ourpatients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of ourpatients and their families creating a memorableexperiencethrough compassion, respect,and kindness.

Qualifications

Position Summary

The primary function of the IT Support Lead is to provide the needed assistance and guidance to the Field Technicians. This will include but not limited to identifying,troubleshootingand resolving problems encountered by users ofservers, computer systems, network, Internet and other computer technologies. The IT Support Lead will also be required to identify training needs, and inspire, supervise technicians at the direction of the IT Support Manager.

The IT Support Lead will alsoprovide guidance, train new and current team membersin providing overallsupervisory roles inaccomplishing targets as defined and directed by the IT Support Manager.

Essential Job Functions

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

• Coaches and mentors junior members within the team.

• 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 Manager.

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

• Monitors chat, provide helpful answers to technicians including providing resources

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

• Oversees work of supervised employees, reporting to IT Support Manager.

• Evaluates employees and provides feedback to the IT Support Manager.

• Provides onsite and remote support.

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

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

• Reviews surveys and submit them to the IT Support Manager.

• 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 Manager.

• Keeping abreast of industry trends and developments.

Supervisory Responsibilities

The position has supervisory responsibilities.

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. 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.

Required Education and Experience

1. Associate degree with at least two years of coursework in Computer Sciences or Computer Engineering.

2. Current experience providing technical desktop and network support in a large multi-platform and multi-operating systems environment OR one year of experience and an MCP (Microsoft Certified Professional) certificate OR Comp TIA Certifications.

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

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

5. Knowledge of networking and Active Directory environment.

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

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

Knowledge, Skills and Abilities:

1. Excellent technical, diagnostic and troubleshooting skills.

2. Strong problem-solving skills in a fast-paced environment.

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

4. Strong leadership and organizational abilities.

5. Excellent customer service skills.

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

7. Ability to collaborate with team members and willingness to share information.

8. Detail-oriented, well-organized and a critical thinker.

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

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