Senior Specialist - Information Technology

Atlas Healthcare Partners•Phoenix, AZ

10d

About The Position

An IT Senior Operations Specialist is a member of Atlas Healthcare Partners’ core IT Operations Team, supporting network infrastructure, desktop services, email, directory services, cloud services management, information security, and application support. The role manages IT training delivery, including developing course content, classes, curricula, session templates, checklists, tasks, completion certificates, and knowledge-retention surveys. It provides training for new IT hires and onboarding support for IT Architecture and Engineering Team members, as well as helpdesk documentation, training, and escalated issue resolution. The position monitors application and network availability and performance and works with the Core IT team to address performance issues. It supports usability while maintaining strong security monitoring and awareness to protect financial, PCI, PHI, and other sensitive data. The role follows ITIL processes and documentation standards and applies Lean IT methods to improve workflows, reduce wasted effort, and enhance the experience of Atlas team members and customers. It collaborates with staff, surgeons, surgery centers, headquarters, the IT Operations Manager, and the IT Architecture and Engineering Team to deliver customer service, improve IT operations, track training progress and retention, and support training-needs, KPI, and staffing-coverage planning. The role has company-wide responsibility for supporting information technology, hardware, and software solutions. It works in a fast-paced, multitasked environment with potentially conflicting priorities or tight deadlines, and supports teams across multiple states. The incumbent applies knowledge of company policies, procedures, and legal and regulatory requirements and performs work according to established policies, procedures, regulatory and accreditation requirements, and professional standards.

Requirements

At least 3 years of prior desktop IT support experience.
At least 2 years of enterprise systems IT support experience.
Strong knowledge of IT desktop and systems administration, typically obtained through an associate degree in Information Technology, networking, or a related field.
Working knowledge of network IP LAN/WAN routing protocols.
Understanding of Microsoft Directory Services and Group Policy troubleshooting.
Understanding of print services troubleshooting and implementation.
Ability to communicate clearly and succinctly, orally and in writing, with staff and partners at all levels.
Ability to work in a fast-paced, multitasked environment with potentially conflicting priorities or tight deadlines.

Nice To Haves

At least 4 years supporting IT in a healthcare organization.
Familiarity supporting Meraki security, switching, and wireless infrastructure.
Microsoft Office 365 management experience.
Microsoft file services structure troubleshooting experience.
Scripting development experience.

Responsibilities

Follow and update documentation, training, and support for the helpdesk, and resolve issues escalated from the helpdesk.
Provide primary training for new IT Helpdesk and IT Operations Team hires and initial onboarding for new IT Architecture and Engineering Team members.
Manage IT training delivery and oversee course content, classes, curricula, session templates, checklists, tasks, completion certificates, and knowledge-retention surveys.
Monitor application and network availability and performance and work with the Core IT team to resolve performance-impacting issues.
Balance usability needs with security monitoring and awareness to protect sensitive financial, PCI, PHI, and other data.
Follow ITIL processes, documentation, and controls, and apply Lean IT methods for continuous process improvement.
Communicate clearly and respectfully with Atlas staff and partners at all levels.
Partner with surgeons, surgery center staff, and headquarters staff to provide customer service and a high-value IT experience.
Use internal processes, procedures, methodologies, and best practices to support training initiatives for Atlas team members.
Identify opportunities to streamline IT operations and partner with the IT Architecture and Engineering Team to implement improvements.
Track IT team training progress and measure knowledge retention.
Support the IT Operations Manager with scoping training needs, KPIs, and staffing coverage planning.
Maintain in-depth knowledge of Atlas architecture, policies, and procedures, and update them as needed.
Perform functions according to established policies, procedures, regulatory and accreditation requirements, and applicable professional standards.
Provide customers with an excellent service experience by demonstrating organizational core and leader behaviors.