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Signature HealthCARE · 3 weeks ago

IT Senior Technology Support Specialist

Brockton, MA

Full-time

Onsite

Senior Level

$25/hr - $40/hr

5+ years exp

Signature Healthcare is seeking an IT Senior Technology Support Specialist to join their Desktop Support team. This role involves providing technical support across various devices and applications, ensuring smooth operations in clinical and business environments to support patient care.

Assisted LivingHealth CareMedicalNursing and Residential CareWellness

H1B Sponsor Likely

Responsibilities

Plays an active role in daily IT operations as part of the Desktop Support team, working closely with the Helpdesk to maintain efficient workflows and ensure accurate reporting of operational and performance metrics

Collaborates with Enterprise Technology and Application teams to review incidents and service requests, identify patterns, and recommend appropriate service-restoration actions

Supports the classification and prioritization of incidents, guiding others in assessing business impact, urgency, and downstream clinical implications

Manages end-user assets (hardware and software), monitors usage and lifecycle trends, and makes recommendations for individual or enterprise-wide optimization

Performs first-level system monitoring to proactively identify issues, abnormalities, or potential outages

Assists users in evaluating hardware and software purchases, ensuring solutions meet organizational standards and align with user workflow needs

Escalates issues to Tier 3 support when appropriate, maintains communication on progress, and participates in audit activities related to the Incident Management process

Provides second-level technical support for workstations, printers, mobile devices, and data center–adjacent end-user technologies

Troubleshoots hospital and EMR application issues as they relate to desktop hardware, printing, and user environment components

Engages with vendors for second-level technical support, coordinating diagnostics, remediation steps, and follow-up activities

Participates in the scheduled on-call rotation, which includes some onsite holiday coverage and occasional second-shift support as needed

Supports Operations Analysts by assisting with first-line issues during high-volume periods or when additional technical expertise is required

Maintains clear, accurate, and comprehensive documentation of incidents, troubleshooting steps, system changes, and resolutions to ensure consistent communication and continuity of support

Performs other duties as assigned

Qualification

Halo ITSMWindows operating systemsEMR applicationsMicrosoft OfficeDocumentation skillsProblem-solvingInterpersonal skillsTeam attitude

Required

Ability to use and configure Halo ITSM (or an equivalent service desk system) for managing incidents, service requests, workflows, and documentation

Strong knowledge of Windows operating systems across desktops, laptops, and tablet devices, including configuration, troubleshooting, and performance optimization

Proficient in core Windows-based applications, including Microsoft Office, PDQ Deploy, and other commonly used administrative tools

Working knowledge of essential hospital and EMR applications, such as Meditech, and an understanding of how these systems interact with desktop hardware, printers, and user workflows

Advanced documentation skills, with the ability to clearly and accurately capture technical issues, troubleshooting steps, root cause details, and resolution notes to ensure consistent communication across IT and vendor partners

Strong judgment and problem-solving abilities, with the ability to assess incident severity, understand operational impact, and prioritize appropriately in a clinical environment

Understanding of daily operational readiness processes, including shift handoffs, system checks, and routine operational reviews

Excellent interpersonal and communication skills, including the ability to translate technical information into clear, non-technical language for users with varying levels of expertise

Positive team attitude, including patience, a sense of humor, and a collaborative approach that supports a healthy and effective team environment

A valid Massachusetts driver's license and reliable transportation

Preferred

Bachelor's Degree is preferred or equivalent work experience

5-10 years in a service (help) desk environment

Meditech (preferred), networking, operations reporting & documentation, Data Center Management

Company

Signature HealthCARE

Glassdoor3.4

Signature Healthcare is a family-based healthcare company that offers skilled nursing, home health, assisted living, and in-home care.

Founded in 2007

Louisville, Kentucky, USA

10001+ employees

http://www.ltcrevolution.com/

H1B Sponsorship

Signature HealthCARE has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)

2020 (1)