Senior IT Support Specialist

2 weeks ago


Dallas, Texas, United States United Musculoskeletal Partners Full time

OVERVIEW

*** This position is based in the Dallas-Fort Worth area, with potential travel to various locations as required. ***

As a Senior IT Support Specialist at United Musculoskeletal Partners (UMP), you will join a dedicated team focused on delivering an exceptional technological environment for our numerous Care Centers and extensive clinical and administrative personnel. Your primary responsibility will be to assist our end users within a highly cooperative support framework, while also serving as the escalation point for L1 and L2 support engineers. Additionally, you will have the chance to engage in diverse projects, including the establishment of new Care Centers, involvement in mergers and acquisitions, and enhancing our desktop automation capabilities.

KEY RESPONSIBILITIES

ESSENTIAL FUNCTIONS (Other tasks may be assigned)

  • Address and resolve advanced support inquiries across a broad spectrum of issues, including Windows operating systems, Office365, mobile devices (iOS and Android), Intune, Thin and Zero Clients, printing solutions, IP telephony, VMWare Horizon, Meraki networks, and more.
  • Collaborate with Regional Leadership and IT Operations team members on Problem Records and small-scale initiatives to enhance operational stability and integrate new technologies into the organization.
  • Comply with established Service Level Agreements (SLAs) regarding incident resolution and escalation procedures.
  • Contribute to the development of new solutions for the knowledge base.
  • Assist in the training and mentoring of junior support personnel.
  • Identify opportunities for IT service enhancements and work collaboratively with the team to implement improvements.
  • Participate in a 24/7 on-call rotation as an escalation point for critical issues and after-hours support.

ESSENTIAL SKILLS

  • Experience with project work and the independent execution of assigned responsibilities.
  • In-depth knowledge of networking and system administration tools and practices in a support context.
  • Strong attention to detail and a natural inclination to focus on specifics.
  • Willingness to take ownership of various technology platforms and suggest procedural requirements and supporting documentation.
  • Excellent interpersonal, analytical, and problem-solving abilities.
  • Proven collaboration skills, demonstrating urgency and prioritization of tasks.
  • Capability to work autonomously in a fast-paced environment.
  • Willingness to travel to collaborate with practices as necessary.

QUALIFICATIONS

  • An Associate's Degree in information technology or a related field, coupled with a minimum of five years of relevant experience, or an equivalent combination of education and experience.
  • Certifications and experience with ServiceNow are advantageous but not mandatory.
  • Exceptional listening, written, and verbal communication skills.
  • A proactive approach to hands-on work in a collaborative, dynamic environment.


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