IT Support Specialist II - Healthcare

As a Tier II IT Support Specialist at Proven IT, you'll play a pivotal role in supporting our valued partners in the healthcare industry, specifically Ambulatory Surgical Centers. You'll be an essential part of a close-knit team, providing crucial IT assistance to end users. Your responsibilities will include handling IT-related requests, assisting with hardware setup and maintenance, participating in projects, conducting user training sessions, and contributing to continuous service improvements. This in-office position offers a dynamic and rewarding opportunity to make a significant impact on healthcare technology support.

SPECIFIC RESPONSIBILITIES: Other duties may be assigned to meet business needs.

Primary Responsibilities:

• Advanced Technical Support: Serve as a primary point of contact for end users requiring advanced technical assistance, and act as an escalation resource, guiding and mentoring Tier I team members to quickly and effectively resolve support issues.
• Customer-Centric Problem Solving: Proactively engage with clients through in-depth discussions, whether remote, via phone, or in-person, to clearly identify IT challenges and deliver precise, effective solutions.
• Efficient Ticket Management: Maintain precise, up-to-date documentation of support tickets, clearly detailing troubleshooting steps, progress updates, resolutions, and ensuring transparency through to completion.
• Team-Based Collaboration: Work closely with other teams, promoting collaborative problem-solving to swiftly address complex system and network issues, while contributing your own specialized expertise.
• Server and Infrastructure Management: Play a pivotal role in server administration, network backups, installations, and impactful IT projects, consistently improving client technology environments.
• VoIP and Network Support: Oversee and support advanced communications solutions such as MS Teams Voice, third-party VoIP systems, and Meraki/Sophos network infrastructures across diverse healthcare locations.
• Technical Leadership and Expertise: Utilize your strong technical skills in Active Directory, MS Exchange, Azure AD Connect, Microsoft 365 Suite (OneDrive, SharePoint, SSO, MFA), Intune, Cisco Meraki, ProofPoint, and specialized healthcare technologies to drive high-quality IT services.
• Relationship Building and Communication: Foster positive and lasting relationships with internal teams, customers, and vendors through clear, professional, and effective communication, contributing to a collaborative, supportive work culture.

Additional Responsibilities:

• Project and assessment support: Assist with approved assessment, onboarding, migration, and project tasks. Provide complete discovery evidence, incident history, and operational observations to the Technical Engineer, Project Engineer, or other assigned technical owner.
• Technical findings and handoff: Identify recurring support needs and provide technical findings or remediation input. Formal Project Summary, Executive Project Summary, roadmap, budget, quote, and SOW ownership remains with the Technical Engineer and Technical Account Manager.
• Workflow Optimization: Employ your computer and network expertise to optimize customer workflows, ensuring seamless operations.
• Issue Elimination: Identify recurring support issues and devise strategies to prevent their recurrence.
• Automation: Implement deployment and management automation for efficiency and scalability.
• Documentation: Contribute to the creation of comprehensive documentation supporting environment management and support.
• Data/Information Security: Uphold strict confidentiality regarding sensitive client information; protect PHI/ePHI; apply least-privilege and minimum-necessary access; validate authorization before access or disclosure; and follow incident-reporting requirements.
• Team Leadership: Provide leadership by cross-training team members and sharing your expertise.
• Travel and emergency hotline rotation: Participate in a rotating, compensated on-call schedule for the 24/7 emergency hotline. Emergency calls may occur during business hours or after hours; participation is not limited to after-hours support. Respond within established procedures, document activity, and engage the appropriate escalation resources when an issue exceeds the role's authority or capability.
• Certification Pursuit: Demonstrate your commitment to excellence by pursuing certifications related to Proven IT products, including software and hardware systems.
• Clinical Operations Awareness: Assess the business and patient-care impact of outages, coordinate with authorized client contacts, and prioritize restoration of critical services without making clinical decisions.
• Controlled Change: Follow maintenance-window, backup, testing, rollback, and approval requirements for changes that could affect clinical or business operations.