IT Tech Support Engineer Sr

American Addiction Centers • Charlotte, NC

1d • $48 - $71 • Hybrid

About The Position

Senior IT Technical Support Engineers are responsible for leading and executing enterprise infrastructure initiatives, particularly in support of M&A integrations and clinical technology environments. The role combines strategic technical oversight with hands-on engineering, including solution implementation, device and network deployment, troubleshooting, and operational support. These engineers work closely with cross-functional teams to ensure successful integration of systems, support security and compliance requirements, and contribute to governance processes such as budgeting, procurement, and project coordination, while helping drive consistency between architectural design and field execution.

Requirements

• Bachelor's Degree (or equivalent knowledge) in Information Technology or related field.
• Typically requires 5 years of experience in a complex information technology environment that includes experience with system design, installation, and support.
• Understands complex requirements and solutions that integrate multi-platform applications.
• Excellent communication and customer service skills.
• Knowledge of a variety of hardware platforms, architecture, and operating systems.
• Excellent skills in project planning and management.
• Automated software deployment and device management tools.
• Application programming and/or scripting, DevOps best practices, database administration.
• Active Directory experience that includes group policy creation and administration, user and device management.
• Microsoft Office productivity platforms.

Responsibilities

• Enforces, applies architecture standards/governance, provides input to corporate policies.
• Collaborates with multi-disciplinary teams to mitigate risks.
• Consultants to improve work processes, address information system or operational inefficiencies.
• Implements existing device security standards.
• Provides senior-level consulting to end-users for solution requirements.
• Escalates for complex device or application selection.
• Oversees adherence to change control processes, provides guidance/oversight to team members, representative to enterprise change control, documents architecture/design.
• Facilitates proactive communication amongst technical teams.
• Responsible for all end-point devices, including desktop, mobile, and print.
• Monitors/analyzes environment to prevent issues.
• Employs tools, rounding, or observation to find improvement opportunities.
• Analyzes data to identify systemic issues/risks to prevent incidents.
• In collaboration with engineering, develops/executes corrective action plans.
• Provides guidance to technicians as it relates to deployment of software using defined processes and is a resource for technical teams to address technical environment deficiencies.
• Acts as highest-level within support services to escalate troubleshooting for the most technically complex, complicated, challenging issues.
• Ensures fleet management is documented.
• Responsible for all aspects of technical operations.
• Creates/executes coding/scripting to achieve operational imperatives.
• Employs best practice in development operations.
• Provides consultation across enterprise environment.
• Documents coding/scripting and process re-engineering.
• Ensures incidents/service requests are resolved within service level objectives.
• Analyzes performance metrics to improve cost/service efficiency.
• Provides direct feedback for team performance, standards compliance, and technical proficiency.
• Effectively communicates with senior leadership and end users to instill confidence in strategy and execution.
• Serves as technical subject matter expert (SME) for site/regional projects of varying size and complexity.
• Develops/executes project plans and coordinates team member activities.
• Coordinates and provides guidance to project team meetings and communicates project status to all stakeholders.
• Escalates issues as required.
• Serves as the highest technical matrix resource within Support Services for activities/reviews that require support or resources from other teams including technical team, networking, security and vendor.
• Ensures project documentation is completed.
• Manages escalation process of the most technically complex issues.
• Provides subject matter expertise on software deployment, information security management, operations oversight, environment testing, procedure management, standards, and compliance.
• Interacts regularly with site service line and operational leaders to collect and understand new business needs, relevant issues or adoption barriers.
• Locates existing solutions or works with engineering to develop new technology to solve issues.
• Serves as a technical expert across HIT Support Services in the technical review process.
• Defines and oversees management of site-based activities in information security/availability, testing, procedure management, compliance, and fiscal responsibility.
• Site representative on system-wide enterprise technical oversight committees.
• Collaborates with core technology owners to enhance and measure adoption/optimization goals.
• Ensures core application and local site technology training is available and team members maintain competency.
• Maintains a culture that requires staff to continuously discover and learn new technology and advancements.
• Coordinates and guides staff on-boarding process to ensure new team members become immediately productive.

Benefits

• Paid Time Off programs
• medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior