IT Services Delivery Technician

Description
Come join a winning team! Here at Imprivata, you'll 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.
While 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.
We are seeking an IT Service Delivery Technician to join our team for this hybrid opportunity out of our Waltham, MA; Austin, TX; or St. Petersburg, FL offices.
Job Summary
As an IT Service Delivery Technician, with a strong foundation in project management and ITIL practices, oversee the daily activities of IT service delivery, ensuring alignment with organizational objectives and adherence to best practices. The role involves coordinating IT service processes, optimizing the efficient flow of operations, and ensuring services meet predefined service levels. Leveraging knowledge of the ITIL framework, design, implement, and manage processes in areas like incident, problem, and change management.
Duties and Responsibilities

• Work across the IT organization to set, measure and improve reasonable and appropriate Service Management targets across Incident and Problem Management.
• Support business needs for Windows, Macs, and Linux systems, mobile phones, network equipment, and related peripherals.
• Receive and log IT support requests communicated by the users and appropriately prioritize requests based on business need.
• Follow up with users, conveying solutions and facilitating their implementation.
• Escalate complex IT issues to the appropriate IT staff to facilitate user resolution.
• Work with third party providers to troubleshoot, diagnose, and resolve/repair issues.
• Maintain the integrity of IT request database through accurate and timely updates.
• Complete assignments using established policies and standard operating procedures.
• Maintain confidentiality regarding the information being processed, stored or accessed.
• Contribute to writing, updating, and distributing end user documentation and IT Services standard operating procedures.
• Work across the Information Technology organization to set, measure and improve reasonable and appropriate Service Management targets across Incident and Problem Management.
• Support system design, support and management for Project, Program, and ITIL Service Management functions.
• Report on key Service Levels, Key Performance Indicators (KPI's) to the business to help identify and implement improvement opportunities.
• Support the Configuration Management Data Base (CMDB) services and operations.
• Support Imprivata IDG provisioning/deprovisioning tool and all related service design requirements and functions.
• Collaborate with Services team on current asset build automation and implement strategies to improve on current program.
• Support Imprivata endpoint assets and related asset management services.

Qualifications

• Bachelor's degree in an applicable technical field or equivalent years of relevant experience.
• Minimum 2 years' experience supporting PCs, Macs, phones (iOS and Android), network equipment, and related peripherals.
• Solid knowledge of end user PC software, host applications and hardware capabilities including but not limited to, Windows, Office, VMWare, Wireless tech, and Cisco VPN.
• Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities.
• Ability to clearly communicate in English with users, co-workers, application developers and IT personnel both verbally and in writing. German language a plus.
• A self-starter and team player, customer service oriented and has the ability to multi-task. Can work independently as well as in a team environment.
• Passion for learning about technology.
• Experience with ITIL Service Management, Service Delivery, and ability to design, document and measure business processes is a plus.
• Atlassian tool administration knowledge for both JIRA and Confluence a plus.
• Solid analytical skills.
• Solid verbal and written communication skills.
• Solid project management skills.

This position offers a salary range of $27.31 to $34.52 per hour (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here . This salary range represents the high and low end of Imprivata's salary range for this position. Actual salaries will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At 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!
Imprivata 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.
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