IT Support Specialist - Northeast Health Services

The IT Support Specialist is directly responsible for supporting, maintaining, and documenting the core IT systems used across the enterprise. This role works closely with Tier 1 support, IT leadership, Corporate and local market Operations and Facilities resources to ensure smooth technical operations by responding to / resolving issues escalated to our Tier 2/3 technical support queues. The IT Support Specialist serves as a key point of contact with national and local IT vendors when third-party participation is required to resolve an open issue. This person will become an expert on the products/systems we use and identify opportunities for improvement from our vendor partners. Experience in Tier 2 technical support and customer service is required. We work in a fast-paced, quickly growing healthcare company and are looking for an individual that is willing to provide outstanding customer service to our colleagues. 

Key Responsibilities:

• Administer IT systems such as, but not limited to: Office 365, VoIP phone, Internet and security systems
• Support onboarding and offboarding of employees through account creation and termination
• Monday – Friday Tier 2/3 technical support for business systems and infrastructure to include being online and available during all business hours, queue monitoring and response. Will work directly with end-users to trouble shoot, identify root cause of issue and resolve or coordinate resolution with third parties.
• Will be responsible for creating and maintaining Tier 0 (self-serve) customer support tools that include: user guides, instructions, process flows and best practices to resolve common issues
• Serve as key contact and point of escalation for IT partners
• Manage and support IT partners in maintaining servers, networks, systems, and software updates, including antivirus, spam filtering, firewalls, etc.,
• Review and respond to cyber security issues/alerts from SOC/SIEM vendor and/or cyber security software
• Support new acquisition and de novo clinics to ensure smooth transitions or installations of TCN technical infrastructure
• Work alongside key facilities staff to ensure on-the-ground success. Some travel to individual clinics may be required
• Additional duties and responsibilities as assigned by supervisor

Qualifications:

• 2-3 years of organizational IT experience such as: leading and managing enterprise-wide IT projects or working in Tier 2 or Tier 3 technical support where deep knowledge and troubleshooting skills are required
• Excellent technical acumen, problem-solving, customer service and communication (verbal and written) skills are required
• Experience working in ticketing and/or support systems such as Zendesk, ServiceNow, or ConnectWise
• Experience with vendor management and/or working directly with third-parties to coordinate resolution to technical issues
• Experience supporting: Microsoft 365 including Azure and Entra, Windows 10/11, and Office 365 suite
• Organizational skills and ability to handle multiple projects at once
• Operational knowledge of Windows servers, workstations, Active Directory / Exchange administration
• Working knowledge of network devices and configuration including VLANs, switches, firewalls, VPNs, etc.
• A+ certification or equivalent
• Knowledge and experience with healthcare-specific information technology is a plus

Explore the Advantages of Joining Our Team:

• Be a part of a company that makes a real difference by helping individuals on their journey to mental well-being.
• Contribute to a positive change in our community's mental health.
• Collaborative and supportive work environment with a focus on professional development.
• Opportunities for growth and advancement within our expanding organization.

Job Location | Travel Requirements:

• This is a remote position and may require some travel to local facilities. Travel will be less than 10%.
• The ideal candidate will be located in: Massachusetts, Maryland, Virginia, DC or Pennsylvania and within 1-hour of the following major metropolitan areas: Boston, DC, Pittsburgh.