Senior Specialist - Information Technology

Atlas Healthcare Partners•Phoenix, AZ

11d•$64,650 - $96,976

About The Position

The IT Senior Operations Specialist is part of Atlas Healthcare Partners’ IT Operations team and supports network infrastructure, desktop services, email, directory services, cloud services management, information security, and application support. The role also manages delivery of IT training, including developing course content, classes, curricula, session templates, checklists, tasks, completion certificates, and knowledge-retention surveys. This position supports the helpdesk and resolves escalated issues, monitors application and network availability and performance, and partners with the Core IT team to address issues affecting performance. It helps balance usability with security monitoring and awareness to protect financial, PCI, PHI, and other sensitive data. The specialist applies ITIL processes and documentation and supports continuous improvement using Lean IT approaches. The role works with IT teams and staff across Atlas, including surgeons, surgery centers, and headquarters, to provide customer service and a high-value IT experience. It identifies opportunities to streamline operations and partners with the IT Architecture and Engineering team to implement improvements. The position tracks training progress and knowledge retention and supports the IT Operations Manager with training needs, KPIs, and staffing coverage planning. It has company-wide responsibility for supporting IT hardware and software solutions and works closely with the IT Operations Manager and IT Architecture and Engineering team in a fast-paced environment with potentially conflicting priorities and tight deadlines.

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 with 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 helpdesk support processes, and resolve issues escalated from the helpdesk.
Train all IT team new hires, including IT Helpdesk and IT Operations Team members, and provide initial onboarding for IT Architecture and Engineering Team members.
Monitor application and network availability and performance, and work with the Core IT team to resolve performance-impacting issues.
Work with staff to balance usability with security monitoring and awareness and protect financial, PCI, PHI, and other sensitive data.
Follow ITIL processes, documentation, and controls, and support continuous process improvement using a Lean IT approach.
Learn new technologies and evaluate approaches to problems to deliver an effective IT experience at the lowest cost for surgery centers.
Communicate clearly and respectfully, orally and in writing, with Atlas staff and partners at all levels.
Partner with surgeons, surgery center staff, and headquarters staff to provide outstanding 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 using Lean management methodologies.
Track training progress and measure knowledge retention for Atlas IT team members.
Support the IT Operations Manager in scoping training needs, KPIs, and staffing coverage planning.
Maintain in-depth knowledge of Atlas architecture, policies, and procedures, and update them as needed.
Perform duties according to established policies, procedures, regulatory and accreditation requirements, and applicable professional standards.
Provide customers with an excellent service experience and demonstrate the organization’s core and leader behaviors.
Support network, server, directory services, desktop, and IT customer service issues in collaboration with the IT Operations Manager and IT Architecture and Engineering Team.
Participate in meetings, presentations, visioning sessions, and implementation activities, and support functions system-wide.