Senior IT Support Specialist

Status: Full- time, 40 hours per week, Exempt

Location: Chelsea, MI

Req:

Brio Living Services| Information Technology

• Make an impact on the lives of others

• Fun and supportive team environment

• Growth Opportunities | School Scholarship Program | Tuition Reimbursement

• Medical & Dental Insurance| Retirement Savings Plan| Wellness Program & Reimbursement

Position Summary:

The Senior IT Support Specialist, under the direction of the IT Support Supervisor will support end-user computing across the enterprise by troubleshooting and resolving hardware, software and network issues. Assist lower tier technicians and 3rd party MSP as the need arises. Create, maintain, document and implement standards for end user hardware, software and operating systems. Provide end user and resident training and assistance where required. Support of the day-to-day operations working with IT's technology partners. Be on-call after hours in a rotating schedule.

Essential Responsibilities:

Advanced Technical Support

• Document and resolve incidents and requests per standard procedures in a timely courteous manner maintaining the highest level of customer service.

• Understand and communicate complex technical issues and ideas to people with widely varying skills and interests in a courteous manner without the over use of technical jargon.

• Provide advanced support and complete requests that involve Microsoft Windows operating systems, Microsoft office 365 Enterprise suite, Apple iOS, and Active Directory.

• Diagnose and repair computing devices and peripherals across the enterprise including but not limited to PCs, printers, software installations, tablets, smartphones and other systems as required.

• Participate in on-call rotation.

• Lead troubleshooting and support for advanced technology issues.

• Works directly with residents to troubleshoot resident phone and resident wireless systems.

Mentorship and Training

• Mentor other IT team members with technical tasks including troubleshooting and supporting computing systems.

• Provide technical assistance and training for our team members on the latest changes that effect process.

Project Management

• Work with the Manager on tasks and responsibilities for completing IT projects assigned.

• Communicate with project stakeholders on status of project.

Systems / Technology

• Perform client computing equipment upgrades, changes, and networking as required.

• Maintain knowledge of current trends by reading appropriate literature and attending related conferences, networking, etc.

• Recommend, implement and support technology enhancements.

• Assists in developing long-term strategies and capacity planning for meeting future client computing needs.

• Participate in business continuity and disaster recovery planning.

• Assists in development and planning of Resident Technology Services.

• Assist with 3rd party MSP as required.

• Work with 3rd party vendors as required.

Documentation

• Maintain accurate documentation of the current client computing environment.

Communication and Customer Service

• Collaborate with other IT professionals and departments on projects assigned.

• Communicate effectively with end-users, providing clear instructions and updates on ongoing issues.

Qualifications:

• Associate degree in Information Technology. Will consider a combination of education and IT work experience.

• Position requires a minimum of 4+ years related IT work experience preferably in a health care organization.

• Knowledge of Microsoft products including Windows, Office 365 (Word, Excel, PowerPoint and Outlook), SharePoint, OneDrive, OneNote, Teams

• Experience with computer hardware preferably Dell laptops/desktops, with Apple smartphones and tablets.

• Strong problem-solving and communications skills required

• Must possess the ability to plan and organize effectively, as well as establish, implement, and maintain effective working and public relations with varied employee levels and departments.

• Time management skills with the ability to meet deadlines

• Must possess the ability to make independent decisions when circumstances warrant such action.

• Highly flexible and self-motivated with ability to quickly adapt to changing priorities in a fast-paced environment

• Must possess the ability to deal tactfully with personnel, residents, family members, visitors, government agencies/personnel, and the general public.

ACCESIBILITY SUPPORT

Brio Living Services is committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability, please contact us at loveyourcareer@mybrio.org

BRIO LIVING SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER

Brio Living Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or genetics in accordance with applicable federal, state and local laws