IT Services Senior 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 a IT Services Senior Technician to join our team.
The IT Services Senior Technician is a senior role which requires advanced technical expertise and operational skills . 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 . In addition, the Senior Technician may help design and implement projects designed to improve the overall quality and effectiveness of the Service Desk . This position will report into the Manager, IT Services . 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.
Duties and Responsibilities

• Support 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.
• In-depth experience responding to all IT related requests and always provide courteous, timely and effective resolution of end user issues.

• In-depth capabilities surrounding IT functions including Incident and Problem Management.
• Experience assisting in the design of processes to track and improve all operational standard processes.
• Support desktop and printer installations, new user setups, desktop and laptop hardware, meeting room technologies, collaboration tools, mobile phones and devices, and software inventory.
• Help assess existing technologies and assist in the evaluation of new hardware & software.
• Practiced negotiation skills allowing the candidate to partner with company and help others how to do the same.

• Supports customer requirements; cares about relationships w/ customers.
• Help lead team capabilities surrounding PCs, Macs, phones, network equipment, and related.
• Prioritize personal queues and requests based on business need.
• Raise awareness on escalated issues; mentor team on solution & implementation.
• Participate with 3rd party providers to resolve/repair issues.

• Maintain, and update IT skills based on current technology.
• Maintain confidentiality.
• Create/maintain and assess documentation and IT standard operating procedures.
• Job requires evening and weekend work.

Qualifications

• Bachelor's degree in Computer Science or related professional experience, and 4-6 years of related technical experience.
• Strong customer service orientation with the ability to explain technical concepts to non-technical users.
• Prior experience as a key member in service operations functions and playing a key role on technical projects teams.

• Solid tier 2 troubleshooting capabilities.
• Ability to assess & follow incident management processes.
• Experience supporting Knowledge Management processes.
• Experience with Change Management in relation to Incident, Event and Problem Management.
• Well developed interpersonal skills, with a focus on listening and questioning skills.

• Team-oriented, skilled in working within a collaborative environment.
• Very self-motivated and self-directed.
• Strong attention to detail and practiced organization skills.
• Well versed with Windows 7, 8, & 10 as well as the Office suite and standard business applications is critical. Experience with the following is a plus: Salesforce, Netsuite , Office 365, Jira, Confluence, Sharepoint .
• Solid knowledge of computer hardware including both Windows and Apple desktops and laptops as well as IOS and Android mobile device experience.

• Solid experience with Zoom, DLP, client imaging, and next-generation AV endpoint security solutions.
• Solid experiencing with Microsoft Autopilot, Intune and SCCM
• Passion for providing world-class service.
• Experience supporting WAN and LAN equipment with basic functions such as patching a plus.
• Experience with VMware, and VDI (Virtual Desktop Infrastructure) a plus

• Experience with procurement and fiscal responsibility.
• Some working knowledge of ITIL service management with at least a Foundations certificate required.
• Some experience supporting security tools and solid foundational security expertise.

Working Conditions

• Working conditions are normal for an office environment.
• Assignments require extensive work using a computer.
• Responsibilities 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.

Physical Requirements
This role is regularly required to walk, climb stairs, stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone.
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.