Lead IT Support Technician

Atlantic Health System•Morristown, NJ

About The Position

We are seeking a dedicated IT Support Technician Lead to join our team in providing exceptional technical support within our healthcare organization. The ideal candidate will possess a robust blend of technical expertise and soft skills, ensure a secure, efficient IT environment while delivering excellent customer service, mentoring and managing the IT Support Technician team. This may include diagnosis and troubleshooting of all organizational software, hardware and mobile devices. They are an escalation point for level 1, 2 and 3 techs. Position may be assigned to any Atlantic Health facility, and hours may be modified at the discretion of Information Technology Management as necessary to provide 24/7 customer support.

Requirements

5 plus years of experience in desktop support, preferably in a healthcare setting
Applicants must have experience leading projects from start to finish

Nice To Haves

Associates or Bachelor’s Degree (preferred) or equivalent work experience
Microsoft Certification(s), or other IT related certifications preferred
Advanced Networking: Excels in advanced networking concepts to manage the growing network infrastructure within healthcare facilities
Cybersecurity Expertise: Demonstrated skills in cybersecurity to protect patient information and healthcare systems
Cloud Services: Familiarity with cloud services and virtual desktop infrastructures, such as VDI and Citrix, as healthcare moves more services to the cloud
Soft Skills: Excellent communication skills to explain technical issues in layman’s terms and active listening to understand user needs
Continuous Learning: A commitment to continuous learning and adapting to new technologies and software updates

Responsibilities

Uphold our commitment to customer service excellence, acting as an ambassador of the department in a professional manner
Experience leading projects from inception to completion, ensuring timely delivery and adherence to quality standards
Extensive knowledge of end-user computing, network-based PC/workstation systems, and hardware
Collaborating/mentoring with other members of the IT team to develop and implement new technologies
Follow Problem Management workflows to solve complex incidents and be a key stakeholder in problem resolution and knowledge sharing
Respond to requests for technical assistance, providing first level technical support and timely resolution or escalation of hardware and software issues
Ensure data security and compliance with healthcare regulations
Proficiency in understanding application, and end user workflows
Strong consultative and communication skills
Excellent analytical abilities and decisiveness
Responsible for the analysis, design, and implementation of end user technology life cycle management processes including technology procurement, refresh, and disposition
Perform moderate-to-complicated configuration and repair of desktop/notebook computer equipment, peripherals and mobile devices
Responsible for partnering with the business units supported to understand the business impact of support issues
Restoration and migration of user data
Video Conference room equipment support and meeting support
Potential after-hours support requirements
Train end users on technology best practices
Respond to all email, phone calls and service assignments in a timely manner
Responsible for owning and supporting various applications in the CMDB
Responsible for managing assets information, validation and conducting audits in the CMDB
Help backup and support our mobile device tech. (select leads)