Senior IT Support Specialist - VITRA Health

About Us:

Vitra Health is a Home Health Care and Adult Day Health organization that specializes in care management of adults and seniors. We are a rapidly growing company which was started to improve access to quality home health care services. We rate ourselves solely by the quality of care we provide our clients. We realize that our clients are someone's parent, grandparent, child, friend, or neighbor – we pride ourselves on never taking this fact for granted.

VITRA Health is vital in providing comprehensive assistance to caregivers who care for friends and family in their own homes. We understand that most caregivers face financial and emotional challenges, often without compensation or support for their selfless efforts. By joining us, you can be part of the solution to these challenges. If you have a positive attitude and love helping people, VITRA Health is for you. Our highest priority is our team's health, happiness, and success.

Job Purpose:  

The IT Support Specialist is responsible for coordinating and delivering IT services to users and leading Vitra's technology support. The role interfaces with Leadership and may liaison with external IT support with a focus on excellence customer service and proactive approach to incident resolution.  

Key Responsibilities: 

• Facilitate onboarding processes for new employees, including account creation and hardware/software provisioning. 

• Assist in the training and orientation of new staff in the use of hardware and software as well as ongoing and yearly staff training 

• Prioritize escalation procedures for advanced or intricate help requests after initial troubleshooting, engaging the managed service provider as warranted. 

• Anticipate customer needs and proactively identifies solutions 

• Provide effective and timely IT onsite and remote support  

• Record, monitor, update and respond to support requests owning time to completion, or work collaboratively with IT external support as needed 

• Maintain a safe and secure work environment 

• Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments 

• Image, configure and deploy laptop and desktop in an enterprise environment as needed 

• Plan and anticipates needs for peripherals and handhelds 

• Ensure proper utilization of systems, manage contracts and streamline where possible 

• Reports trends and unusual inquiries received to department leadership  

• Monitor, report and document standard operating procedures as well as system and performance issues 

• Responsible for ensuring data integrity during times of system transition 

• Report monthly metrics, maintaining documentation concerning support services and monitor for areas of improvement  

• Must conduct oneself ethically and in accordance with all applicable regulations, laws, and medical ethics 

• Foster culture of customer service and commitment to quality care.  

• Serve as a brand ambassador for VITRA reflecting our vision, mission and values.  

• Show genuine interest and compassion for the communities we serve.  

• Embrace and champion a culture of diversity, equity and inclusion. 

• Other responsibilities as assigned.  

Education, Experience, and Licensure Requirements: 

• Bachelor's degree in computer science, information systems, management information systems, or a related required  

• Minimum 5 years' experience with Microsoft Cloud Solutions, Azure AD / Administration and Architecture deployments, Microsoft 365 as well as implementations and management of SharePoint sites and Intune or other MDM solutions. 

• Ability to work independently and as part of a team 

• Working knowledge of general data security protocols and requirements to maintain a safe and secure technology platform along with strict adherence to data confidentiality 

• Strong technical skills in the configuration, installation, and troubleshooting of Microsoft Windows and macOS, email and Web clients, Antivirus software and experience troubleshooting peripheral and handheld devices 

• Demonstrated ability to work well with others, understand process flows and correlating platforms, adhere to deadline, recommend options, and implement solutions  

• Proficient using remote desktop management tools with knowledge of desktop security and standards (security/networking) 

• System and application administration for department level technologies (e.g. database applications, business processes application, web administration, etc.) 

• Strong at communications- experience preparing and delivering information to multiple audiences with the ability to translate technical concepts to non-technical individuals 

• Planning, organization, and implementation skills - experience managing multiple concurrent initiatives  

• Ability to prioritize and manage multiple tasks and projects concurrently to meet deadlines. 

• Strong organizational skills and outstanding attention to detail. 

• Ability to stay on task, communicate status updates to stakeholders, and guide others. 

• Ability to read and understand technical manuals, procedural documentation, and OEM guides. 

• Ability to implement change and innovation 

• Must be able to work with users with limited technical knowledge in remote and non-remote capacities. 

• Must be self-reflective, open to feedback, able alter communication style based on the audience. 

• High level of integrity, confidentiality, and transparency. 

• Experience in diverse culture preferred. 

• Travel to alternate business sites as needed 

 
Physical and Environmental Demands 

• Works in a clean well-lit environment with fluctuating temperatures close to others.  

• Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.   

• Requires lifting and carrying equipment and supplies weighing up to 35 pounds; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to negotiate stairs; requires visual acuity and manual dexterity to operate equipment.