Proliance Surgeons is one of the largest surgical practices in the country, with over 450 providers including over 200 board-certified physicians providing treatment at more than 100 care centers in Washington State.
At Proliance, our patients come from all walks of life and so do we. We hire, develop and engage great people from a wide variety of backgrounds and encourage growth and development to make our organization a great place to work. We draw on the differences in who we are, what we’ve experienced, and how we think to create Exceptional Outcomes, Personally Delivered.
We are proud to offer a comprehensive and competitive benefit and pay package including health coverage, 401k with match and profit share, PTO and more! For further details regarding Benefits and Washington State Minimum Wage details please visit our careers page at www.proliancesurgeons.com/careers
Compensation during the offer process will be determined based on factors such as compensation structure, experience, qualifications, and internal equity.
Be Part of Who We Are!
Position Summary
The primary role of the Senior IT Technical Team Lead is to resolve more complex issues which require detailed systems and applications knowledge. This person will also work with the IT Department system administrators as well as assist Tier 1 and Tier 2 personnel. This person will be required to effectively provide resolution for issues relatively complex in nature, including thorough follow-up support and closure to issues. This person will need to be extremely customer service oriented and must be able to clearly and effectively communicate technical solutions in a nontechnical manner with employees at all levels within the company. The Senior IT Technical Team Lead will be expected to take on project-based work including leading projects as assigned and completing by deadline, which includes the ability to make independent decisions based on the circumstance at the time.
Schedule
Monday-Friday (with some after hours as needed)
Key Duties and Responsibilities
The key duties and responsibilities of the Senior IT Technical Team Lead include, but are not limited to:
- Handle Tier 1 escalations and problem resolution for enduser, system and network issues in a fast pace environment.
- Provides technical leadership, knowledge sharing and mentorship to Tier 1 and Tier 2.
- Maintain close contact and open communication with clients until an issue has been resolved.
- Use communication channels to inform team of important issues and information which will help improve team performance.
- Assist Manager with providing outage information and follow up to end users as needed.
- Maintain close contact and open communications with system admins to research root cause analysis.
- Assist with the CRM ticketing system, make all necessary upgrades and changes, create training documentation and assist with training to new hires.
- Provide reports weekly out of CRM system on team stats/time tracking for operational efficiency improvement.
- Assist with training, coaching and mentoring new hires and existing employees as needed
- Monitor ticket queues for quality documentation, responsiveness within SLA, and identify training gaps with Tier 1 team.
- Coordinate weekly team schedule to ensure coverage for users.
- Lead on site projects such as onboarding new care centers or off boarding sites.
- Expert in SCCM imaging and troubleshooting.
- Experience with EPM systems and software deployments.
- Expert in creation, pushing out and updating of group policies.
- Experience in Office365 management.
- On call after hours rotation once per quarter.
- Other duties as assigned.
Education/Experience
- Associate’s Degree or BA in Information Technology or similar discipline.
- Minimum 4 years of experience in escalated IT help desk operations/Team Lead (e.g., providing end-user support for desktop and application software).
- OR 4 years installing, upgrading, troubleshooting, and repairing computers and printers in a network environment.
- CompTIA, Microsoft, CISCO, and ITIL certifications preferred.
- Experienced with Microsoft client and server operating systems.
- Healthcare experience preferred.
- Training in information management, use of troubleshooting and technology knowledge base usage to help clientele in the proper diagnosis of the root cause of technical problems, while able to recommend
Knowledge, Skills and Abilities
- Excellent customer service skills with the ability to think outside the box for positive end results and communicate to end users in non-technical terms.
- Self-motivated and goal driven, with the ability to effectively prioritize and execute tasks in a fast-paced environment.
- Excellent oral and written communication skills, including strong attention to detail.
- Strong interpersonal, analytical, and problem-solving skills.
- Outstanding organizational, time management, and multitasking skills.
- Ability to coordinate multiple tasks, status action items, respond to changing priorities, and react to short deadlines.
- Ability to lead, coordinate projects, and meet expected deadlines.
- Experience working in a team-oriented, collaborative environment (sometimes virtually).
- Proficient with internal ticketing system and monitor unassigned tickets to stay within SLA for response times and closure.
- Strong understanding of printer servers, including ability to troubleshoot and install printers.
- Proficiency with various hardware and software equipment and operating systems.
- Proficient with Windows desktop applications, Windows operating systems, software applications, and deep understanding of PC hardware.
- General understanding of network systems and management.
- Strong understanding of internet technologies and products.
- Ability to apply understanding and knowledge of information systems products and services to assist internal users.
- Expert problem-solving and documentation skills.
- Strong telephone and interpersonal networking skills.
- Excellent customer service skills, with the drive to excel in a prompt and courteous fashion.
- Ability to read, understand, and implement established procedures.
- Knowledgeable with LAN/WAN/WLAN technologies.
Work Environment/Physical Demands
The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions
Linked-in
Google