Senior Service Desk Technician

Profile

Come join a winning team! Here at Imprivata, you\u2019ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.\u00A0\u00A0While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.\u00A0\u00A0We are seeking a IT Services Senior Technician\u00A0to join our team.\u00A0The IT Services Senior Technician is a senior role which requires advanced technical expertise and operational skills.\u00A0 As a senior position, the Senior Technician will be able assist the Service Desk management team for daily service desk functions and acts as a point of escalation for any significant technical issues.\u00A0 In addition, the Senior Technician may help design and implement projects designed to improve the overall quality and effectiveness of the Service Desk.\u00A0 This position will report into the Manager, IT Services.\u00A0\u00A0 Senior individual contributor with advanced level breadth and depth of technical expertise, who is responsible for operating and maintaining complex technology systems and provides guidance to peers. This individual may also be called upon to assist with localized needs by other IT leadership such as Systems and Networking.\u00A0\u00A0Duties and ResponsibilitiesSupport management in designing and developing plans which support the company's IT vision, direction and strategy as well as assist with annual budget, priority and resource requirements.\u00A0In-depth experience responding to all IT related requests and always provide courteous, timely and effective resolution of end user issues.\u00A0In-depth capabilities surrounding IT functions including Incident and Problem Management.\u00A0Experience assisting in the design of processes to track and improve all operational standard processes.\u00A0Support desktop and printer installations, new user setups, desktop and laptop hardware, meeting room technologies, collaboration tools, mobile phones and devices, and software inventory.\u00A0\u00A0Help assess existing technologies and assist in the evaluation of new hardware & software.\u00A0Practiced negotiation skills allowing the candidate to partner with company and help others how to do the same.\u00A0Supports customer requirements; cares about relationships w/ customers.\u00A0Help lead team capabilities surrounding PCs, Macs, phones, network equipment, and related.\u00A0Prioritize personal queues and requests based on business need.\u00A0Raise awareness on escalated issues; mentor team on solution & implementation.\u00A0Participate with 3rd party providers to resolve/repair issues.\u00A0Maintain, and update IT skills based on current technology.\u00A0Maintain confidentiality.\u00A0Create/maintain and assess documentation and IT standard operating procedures.\u00A0Job requires evening and weekend work.\u00A0\u00A0QualificationsBachelor's degree in Computer Science or related professional experience, and 4-6 years of related technical experience.\u00A0Strong customer service orientation with the ability to explain technical concepts to non-technical users.\u00A0Prior experience as a key member\u00A0 in service operations functions and playing a key role on technical projects teams.\u00A0\u00A0Solid tier 2\u00A0 troubleshooting capabilities.\u00A0Ability to assess & follow incident management processes.\u00A0Experience supporting Knowledge Management processes.\u00A0Experience with Change Management in relation to Incident, Event and Problem Management.\u00A0Well developed interpersonal skills, with a focus on listening and questioning skills.\u00A0Team-oriented, skilled in working within a collaborative environment.\u00A0Very self-motivated and self-directed.\u00A0\u00A0\u00A0Strong attention to detail and practiced organization skills.\u00A0Well versed with Windows 7, 8, & 10 as well as the Office suite and standard business applications is critical.\u00A0 Experience with the following is a plus: Salesforce, Netsuite, Office 365, Jira, Confluence, Sharepoint.\u00A0Solid knowledge of computer hardware including both Windows and Apple desktops and laptops as well as IOS and Android mobile device experience.\u00A0Solid experience with Zoom, DLP, client imaging, and next-generation AV endpoint security solutions.\u00A0Solid experiencing with Microsoft Autopilot, Intune and SCCM\u00A0Passion for providing world-class service.\u00A0Experience supporting WAN and LAN equipment with basic functions such as patching a plus.\u00A0Experience with VMware, and VDI (Virtual Desktop Infrastructure) a plus\u00A0Experience with procurement and fiscal responsibility.\u00A0Some working knowledge of ITIL service management with at least a Foundations certificate required.\u00A0\u00A0Some experience supporting security tools and solid foundational security expertise.\u00A0Working ConditionsWorking conditions are normal for an office environment.\u00A0Assignments require extensive work using a computer.\u00A0\u00A0Responsibilities may require evening and weekend work in response to needs of the systems being supported as well as the ability to be part of an on-call rotation.\u00A0Physical RequirementsThis role is regularly\u202Frequired\u202Fto walk, climb stairs, stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone.\u00A0At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!\u00A0\u00A0Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\u00A0\u00A0

Company info

Imprivata, Inc.
Website : http://www.imprivata.com