We are seeking a dedicated IT Support Technician Lead to join our team in providing exceptional technical support within our healthcare organization. The ideal candidate will possess a robust blend of technical expertise and soft skills, ensure a secure, efficient IT environment while delivering excellent customer service, mentoring and managing the IT Support Technician team. This may include diagnosis and troubleshooting of all organizational software, hardware and mobile devices. They are an escalation point for level 1, 2 and 3 techs. Position may be assigned to any Atlantic Health facility, and hours may be modified at the discretion of Information Technology Management as necessary to provide 24/7 customer support.

Responsibilities

Uphold our commitment to customer service excellence, acting as an ambassador of the department in a professional manner   Experience leading projects from inception to completion, ensuring timely delivery and adherence to quality standards Extensive knowledge of end-user computing, network-based PC/workstation systems, and hardware   Collaborating/mentoring with other members of the IT team to develop and implement new technologies Follow Problem Management workflows to solve complex incidents and be a key stakeholder in problem resolution and knowledge sharing   Respond to requests for technical assistance, providing first level technical support and timely resolution or escalation of hardware and software issues Ensure data security and compliance with healthcare regulations Proficiency in understanding application, and end user workflows   Strong consultative and communication skills Excellent analytical abilities and decisiveness Responsible for the analysis, design, and implementation of end user technology life cycle management processes including technology procurement, refresh, and disposition Perform moderate-to-complicated configuration and repair of desktop/notebook computer equipment, peripherals and mobile devices Responsible for partnering with the business units supported to understand the business impact of support issues Restoration and migration of user data Video Conference room equipment support and meeting support Potential after-hours support requirements Train end users on technology best practices Respond to all email, phone calls and service assignments in a timely manner Responsible for owning and supporting various applications in the CMDB Responsible for managing assets information, validation and conducting audits in the CMDB   Help backup and support our mobile device tech. (select leads)