Senior IT Support Specialist Job Summary

Reports To: VP, Strategy and Innovation

SUMMARY

Under general supervision, the Senior IT Support Specialist delivers a wide range of technical services and strategic support to a rapidly expanding anesthesia management organization. This role requires a self-driven professional who consistently demonstrates sound judgement, a solutions-focused mindset, and proactive service delivery to meet LifeLinc’s operational technology needs. The Senior IT Support Specialist is expected to uphold service excellence while implementing innovative technology solutions.

CHARACTERISTIC JOB TASKS AND RESPONSIBILITIES
May include any and/or all of the following:

• Monitor the ticketing system to ensure timely resolution, proper documentation and SLA adherence.
• Document procedures, knowledge base articles, and process improvements.
• Participate in and lead vendor engagement, hardware/software evaluations, and procurement recommendations as required.
• Diagnose and resolve technical incidents involving Windows/MacOS endpoints, mobile devices, printers and peripherals.
• Perform routine maintenance tasks such as imaging, patching, and scripting.
• Support enterprise applications, Microsoft 365, Adobe,
• Provide remote and onsite support to corporate and field staff.
• Contribute to system upgrades, infrastructure changes, and IT modernization initiatives.
• Ensure adherence to company security requirements, MFA requirements, and endpoint protection standards.
• Lead vulnerability remediation on endpoints and user systems as required.
• Assist with planning and execution of IT projects and continuous improvement initiatives.
• Maintain accurate asset inventory, lifecycle management, and equipment standards.
• Lead IT and departmental process improvement efforts and/or projects as needed.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to interact, collaborate, and communicate effectively with all levels of the organization.
• Advanced problem-solving and analytical thinking.
• Ability to lead by example.
• Strong ownership and accountability.
• Technical adaptability and willingness to learn new technologies.
• Customer service excellence.
• Effective communication with both technical and non-technical audiences.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced environment.

HIPAA

• Ensures and adheres to strict confidentiality when handling patient information, according to the HIPAA Privacy Act and policy and procedure regarding confidentiality.
• Complies with all information security practices.
• Has knowledge of and adheres to all compliance regulations, policies, and procedures.
• Takes annual HIPAA compliance exam.

REQUIRED EDUCATION AND EXPERIENCE

• High school diploma or equivalent required; Associate degree or technical certifications preferred (CompTIA A+, Network+, Security+, Microsoft Associate or Expert certifications)
• 3-5 years of experience in IT support, desktop support, or technical service desk roles 
• Advanced troubleshooting expertise with Windows 10/11, Mac OS, and common enterprise applications
• Strong proficiency in Microsoft 365, Active Directory
• Experience with VOIP phone systems preferred
• Demonstrated expertise in analytical reasoning and problem resolution
• Experience with scripting preferred (PowerShell)
• Skilled in leveraging remote assistance tools and best-practice support techniques
• Experience working with IT automation tools and workflows is a plus
• Networking troubleshooting experience 
• Familiarity with ticketing systems and related processes 
• Strong customer service and communication skills 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

• Ability to lift, bend, stoop throughout the day as part of daily job requirements.
• Ability to lift up to 25-50 lbs. may be required without advance notification.
• Ability to work prolonged periods of time while sitting and/or looking at a monitor.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit at a desk for prolonged periods of time; use hands to type and use a computer mouse; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.