Senior IT Support Specialist

1 day ago

Braintree, Massachusetts, United States Vitra Health Full time
About Vitra Health

Vitra Health is a leading provider of home health care and adult day health services, dedicated to delivering high-quality care to adults and seniors. Our mission is to improve access to quality home health care services and make a positive impact on the lives of our clients and their families.

Job Purpose

The IT Support Specialist plays a critical role in ensuring the smooth operation of our technology systems and providing exceptional customer service to our users. This role requires a strong technical background, excellent communication skills, and a proactive approach to incident resolution.

Key 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 identifies 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 laptop and desktop 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.
  • Reports 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.
Requirements
  • Bachelor's degree in computer science, information systems, management information systems, or a related field.
  • Minimum 5 years' experience with Microsoft Cloud Solutions, Azure AD / Administration and Architecture deployments, Microsoft 365 as well as 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 deadline, 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 at communications- experience preparing and delivering information to multiple audiences with the ability to translate technical concepts to non-technical individuals.
  • Planning, organization, and implementation skills - 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, able alter communication style based on the audience.
  • High level of integrity, confidentiality, and transparency.
  • Experience in diverse culture preferred.
  • Travel to alternate business sites as needed.
Physical and Environmental Demands

Works in a clean well-lit environment with fluctuating temperatures close to others. Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse. Requires lifting and carrying equipment and supplies weighing up to 35 pounds; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to negotiate stairs; requires visual acuity and manual dexterity to operate equipment.

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