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Start the day excited to make a difference...end the day knowing you did. Come join our team.
Job Summary:
The Senior IS Tech Specialist serves as a Subject Matter Expert (SME) for level-three support within the team and working unit. As a Senior and SME, the incumbent is expected to use innovative approaches to developing solutions for unique or unprecedented situations. The Senior Analyst has greater decision-making authority and provides continuous process improvements for the sub-specialty assigned. At this level, exceptional interpersonal and communication, both verbally and in writing, is expected.
IS Tech Support Specialists are responsible for addressing and resolving technology incidents, or fulfilling technology project requests, from customers, while ensuring a high level of customer service and maximizing productivity and working within the constraints of a published incident handle time goals or service request commitments. Associates work with internal support groups to escalate complex high priority/high impact issues, and ensure a high degree of customer service and customer focus. Interfaces with team members, technical application staff, and/or vendors to resolve system or application problems. The work includes basic to moderately complex tasks to support user support tasks for end-user computing environments and monitoring ticket and task queues to ensure issues and requests are resolved. Work is performed at a large corporate helpdesk that operates seven days a week. Translates complex, technical concepts into easy-to-understand language to assist non-technically oriented customers. Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN, and VPN access in a Windows and Apple environment, offering a variety of solutions over the phone, chat, and/or in-person as required. Provides rotational 24x7 support as needed. All roles are expected to maintain a current knowledge base of industry standards and best practices. All roles are expected to obtain and/or maintain relevant certifications for the job and career ladder level (e.g. AGILE; EPIC; Microsoft; VMware VCAP; Network Engineering Certificate). Cross-Functional teamwork is expected at all levels.
Essential Functions & Responsibilities:
- Responsible for delivering software support for projects Provides technical support for complex administrative level, server, network or software and hardware issues. Provides analysis, functional support, maintenance, and troubleshooting of all enterprise software applications for multiple users at Mary Washington Healthcare systems.
- Utilizes operational knowledge of supported business processes, workflow design, application configuration, testing, and training to support department goals and operations.
- Interfaces with team members, technical application staff, and/or vendors to resolve system or application problems. Researches and responds to customer issues/monitors queue (e.g. security access, break/fix, reporting).
- Trains users on process improvement, application functionality, and maintenance.
- Creates documentation and develops related training materials. Participates in projects involving system conversion, implementation, system changes, and new release software application functionality.
- Create documentation and reports for multiple audiences including internal department, management, and end-users. Performs systems administration tasks for computing management systems (e.g. managing SCCM, MDM, software and patch management).
- Create process improvements to enable effective and efficient technical support to our customers.
- Performs other duties as assigned.
Technical Competencies (Major Functions) - Approximate Percentage of Time:
- IS Customer Support (IS Issue Diagnosis, Troubleshooting/Solutions, Resolution, Documentation) - 10%
- IS Inventory and Asset Management - 15%
- IS Technical Writing (Training Guides, Workflows, Manuals) - 15%
- IS Technical Training - 10%
- Other - 10%
Qualifications:
- High school diploma or equivalent required.
- Minimum of five years of experience in a related role.
Competency Model: Business Acumen
- Understands the organization's strategic goals and how department goals support the organization.
- Seeks opportunities to extend and deepen learning of organization and area.
- Shares new information and knowledge with others.
- Be curious; question your assumptions when presented with an issue or question.
- Self-motivated to research and learn new information and explore new options.
- Seeks to maximize potential abilities and helps others.
Communication
- Expresses oneself clearly in conversations, business writing and interactions with others.
- Delivers oral and written communications that are impactful and persuasive to their intended audiences.
- Demonstrates a high level of emotional intelligence in the face of conflict.
- Responds to tickets and emails in a timely manner.
Planning and Organizing
- Manages and monitors time and resources effectively to complete assignments.
- Utilizes resources and gets involvement from others where appropriate.
- Shares information, materials, and time readily with others who need them.
Teamwork
- Encourages participation from all team members, regardless of role within organization; supports team members and customers.
- Identifies and works through conflict that may derail the collaborative process.
- Holds self and others accountable to create unifying goals and measure with peers.
- Support team through knowledge sharing and concise documentation.
- Applies the knowledge of fundamental IT concepts.
- Asks questions, diligently seeks and is receptive of guidance.
Drive Change
- Anticipates potential concerns/resistance to change and takes constructive steps to address them.
- Encourages others to adopt new methods or technologies that add value or improve performance.
- Keeps others focused on critical goals and deadlines through periods of change or ambiguity.
- Be flexible and adopt new processes and methods.
- Stay positive in attitude and actions.
As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.
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Mary Washington Healthcare
Apr 03, 2025