Senior IS Support Specialist (Help Desk)

Pinehurst Medical•Pinehurst, NC

11d•Onsite

About The Position

Under limited supervision within a centralized IS support environment, the Senior IS Support Specialist provides advanced technical support and problem resolution for hardware and software issues across Pinehurst Medical Clinic systems. This position serves as a senior technical resource for the help desk team, assisting with complex troubleshooting, system implementations, and escalated support requests while maintaining high standards of customer service and operational reliability. The role may also assist in mentoring junior staff and contributing to process improvements within the Information Systems department.

Requirements

High School Diploma or GED Required.

Nice To Haves

Associate degree in Computer Science/ Technology or a related field preferred
5+ years of experience in IT support, help desk, or desktop support roles.
Demonstrated experience troubleshooting complex hardware, software, networking, and system integration issues.
Experience supporting enterprise environments preferred.
Healthcare IT experience is a plus.

Responsibilities

Ability to read, analyze, and interpret common technical journals.
Ability to analyze, diagnose and rectify diverse computer hardware and software problems.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to apply advanced mathematical concepts in regard to computer and software systems.
Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to provide technical assistance and comprehensive problem resolution to end users.
Ability to install and configure computer systems, hardware, and peripherals.
Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
Ability to communicate effectively in a help desk environment, both orally and in writing.
Ability to work independently or with indirect supervision.
Advanced troubleshooting and problem-solving skills across Windows systems, applications, and network connectivity.
Ability to handle escalated technical issues and high-impact incidents.
Experience with system deployment and hardware lifecycle management.
Ability to mentor junior support staff and contribute to knowledge base development.
Strong analytical, documentation, and organizational skills.
Provides guidance and mentoring to junior IS support staff.
Assists in developing support procedures, documentation, and knowledge base resources.
Participate in training initiatives and onboarding of new IT staff.