Executive IT Support Specialist
Executive IT Support Specialist
This is an exciting time for Signature Performance, as we continue to aim to be the foremost healthcare administrative services company in the industry. This growth includes expanding upon a robust technology platform and automated processes while attracting the industry's best technical talent. We desire to inspire possibilities in healthcare administration, and potential in our talented staff while embodying our Core Values of Passion, Integrity, Courage and Respect every day.
If you are interested in joining a growing technology team, focused on Healthcare administrative processes, at a company committed to delivering the highest performance to our clients, partners, allies, and colleagues, learn more about us:
The Executive IT Support Specialist will be responsible for providing expert technical product support to Executive and senior level end users. As well as troubleshooting complex software application issues quickly and effectively, both through an in-person hands on trouble shooting and via phone and email. Duties involve responding to Executive level end users promptly and professionally, accurately documenting issues and resolutions, and collaborating with other technical groups as necessary to solve problems ranging from routine user errors to sometimes complex technical problems.
This position reports to the Technical Support Manager
Essential Job Functions include the following.
Provide professional and compassionate customer service to Senior Executives and Executive Administrators, following through with the Executives until satisfactory resolution of the reported issues
Listen, evaluate, and communicate with Senior Executives on technical difficulties they may experience, providing them with the appropriate feedback to express your understanding of the technical problem, relaying and ensuring an understanding of the agreed to plan for remediation.
Collaborate with other Support Center analysts and Senior Technicians to understand workstation and server support needs in direct support of Executive level and senior leaders
Resolve calls that have been escalated in the ticket tracking system; assume primary responsibility for client's workstation support; provide hands-on and remote-controlled workstation support services; provide expertise on support services when requested by end users
Create software images; lead/participate in hardware & software deployments; hardware and software procurement and disposal; management of print server queues and network printers.
Address all urgent technical and support issues while working closely with Operations and Technical departments to ensure issues are addressed in a timely manner.
Generate weekly and monthly reports on customer support issues.
Research, evaluate, and provide feedback on problematic trends and assist in the QA process of new releases of software and systems.
Provide appropriate training frameworks, programs, and end user support procedures for staff to assist them in performing their job and to keeping abreast of new industry practices.
Provide on-call support as required by the position
Be present and available during work hours in professional attire and in a manner and attitude acceptable to Senior Executives.
All other duties as assigned
Knowledge & Experience:
Must have at least 5 years of overall IT experience including direct support with c-suite level leaders.
Bachelor's degree in Information Technology related field is preferred or equivalent years of experience.
Must possess good leadership qualities and self-managing of work
Must possess a high level of professionalism and empathic customer service skills
Must have very strong technical problem-solving skills in various environments and platforms (from web base applications, database errors, network latency, and software versus hardware related incidents).
Experience with all major modalities of virtual meeting support: Zoom, GoTo Meeting, Microsoft Teams, Citrix WebEx, etc.
Experience with Active Directory, Java applet/plug-ins, databases and schemas (SQL/Oracle), and VPN connections.
Proficient with MS Office Professional Suite
Must have excellent verbal and written technical communications skills as well as excellent customer service and telephone skills.
Ability to quickly learn new software and technologies, understand latest Microsoft patches and their direct impact to the end user experience.
Work independently and collaboratively with internal technical and non-technical groups.
Resolve issues without detailed supervision in a fast-paced, dynamic environment yet be able to discern when management needs to be notified of potential concerns/complaints from senior leadership regarding their technical experience.
Manage turnaround on projects with high level of attention to detail, high leadership visibility such as maintaining hardware/software refreshes with executive and end user satisfaction.
Perform a variety of duties while changing from one task to another of a different nature and at different priority levels.
Hands-on experience with software installation, error code debugging and IT diagnostic methodologies.
General Areas of Accountability:
Must conduct business and personal affairs in a manner that is always a credit to the company. Personal responsibility of maintaining a clean workspace. Must maintain a good credit rating while employed with the company.
Machines and Equipment:
The incumbent must be able to expertly operate the current computer system, telephone system, mobile devices, audio/video equipment, and other office machines such as copier and fax machines.
The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. The incumbent for this position must also be able to lift, move and set up desk top computers.
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.
Remote Eligibility: This position is Ad-hoc remote eligible. Eligibility is determined by Management or Human Resources.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
September 17, 2021