The posting
POSITION SUMMARY An IT Senior Operations Specialist is a member of the core team of IT Operations Team for Atlas Healthcare Partners, supporting network infrastructure, desktop services, email, directory services, cloud services management, information security, and application support. Manage the delivery of Atlas Healthcare Partner’s IT training. Oversee development of course content, classes, curricula, session templates, checklists, tasks, certificates of completion, and knowledge retention surveys.
ESSENTIAL FUNCTIONS
Follows and updates documentation, training, and support to the helpdesk, and resolves issues escalated up from the helpdesk. Primary responsibility for training of all IT team new hires, including IT Helpdesk and IT Operations Team members. Provide initial onboarding experience for new IT Architecture and Engineering Team members. Monitors application and network availability and performance, working with the Core IT team to resolve performance-impacting issues. Working with staff to balance necessary usability while ensuring the highest level of security monitoring and awareness for the Atlas network, protecting financial, PCI, PHI, and other sensitive data from risk. Adherence to a high level of ITIL process, documentation, and control. Willingness to follow a Lean IT approach to continuous process improvement. Display an evergreen attitude to learn new technologies and evaluate new approaches to problems to ensure that we are delivering the best IT experience at the lowest cost for our surgery centers. Ability to communicate clearly and succinctly orally and in writing with all levels of Atlas staff and partners in a productive and respectful manner. Partnering with our surgeons, surgery center, and headquarters staff to provide outstanding customer service and a high-value IT experience. Leverage internal knowledge of processes and procedures, methodologies, and best practices to support training initiatives for all Atlas team members. Identify opportunities for streamlining IT operations and work with the IT Architecture and Engineering team in partnership to drive the implementation of initiatives related to these opportunities. Lean management methodologies should be implemented to reduce wasted effort, streamline workflows, and other methodologies to enhance the Atlas team member experience Tracking the progress in training and measuring knowledge retention for the training of Atlas IT Team Members Provides support for the IT Operations Manager to scope training needs, Key Performance Indicators (KPI), and staffing coverage planning. An In-depth knowledge of Atlas architecture, Policies, and Procedures as well as maintaining and updating as needed.
Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers with an excellent service experience by consistently demonstrating our core and leader behaviors daily.
NOTE: The essential functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager.
MINIMUM QUALIFICATIONS At least 3 years of prior desktop IT support and at least 2 years of enterprise systems IT support. Must possess a strong knowledge of IT desktop and systems administration as typically obtained through completing an associate degree in Information Technology, networking, or related field. Requires working knowledge of network IP LAN/WAN routing protocols; understanding of Microsoft Directory Services and Group Policy troubleshooting; understanding of print services troubleshooting and implementation.
PREFERRED QUALIFICATIONS At least 4 years supporting IT in a healthcare organization. Familiarity with supporting Meraki security, switching, and wireless infrastructure; Microsoft Office 365 management experience; Microsoft file services structure troubleshooting; ideally scripting development experience.
PHYSICAL DEMANDS/ENVIRONMENT FACTORS OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager)
Requires extensive sitting with periodic standing and walking. May be required to lift up to 45 pounds. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone. May require off-site travel
SUPERVISORY RESPONSIBILITIES DIRECTLY REPORTING None
MATRIX OR INDIRECT REPORTING None
TYPE OF SUPERVISORY RESPONSIBILITIES N/A
Leadership will strive to uphold the mission, vision, and values of the organization. They will serve as role models for staff and act in a people-centered, service excellence-focused, and results-oriented manner.
SCOPE AND COMPLEXITY This position has company-wide responsibility for the support of information technology, hardware and software solutions. Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities or tight deadlines. The IT Senior Operations Specialist will work closely with the IT Operations Manager and IT Architecture and Engineering Team to support network, server, directory services, desktop, and IT customer service issues and works at peer level with management across diverse areas and multiple states. The incumbent participates in meetings, presentations, visioning sessions, implementation activities, and supports functions system wide. Maintains and applies a broad expert knowledge of company policies, procedures, and legal and regulatory requirements.
