IT Help Desk Tier 3

Envision Radiology is looking for a Full Time IT Help Desk Tier 3 to join our team!
Position Pay Range: $28.25 - $34.05| Monday - Friday, 8:00am -5:00pm | Located on-site in Colorado Springs, CO

Summary/Objective

IT Help Desk Tier 3 provides top tier technical consultation and solutions to complex business problems under the direction of the Help Desk Manager.

Formulates scope and objectives of technical projects through research and testing of proofs of concept, ensuring a detailed plan is created on each endeavor to ensure understanding and success.  Works with complex systems and ensures collaboration with other IT staff to optimize results. Reviews detailed specifications and recommends modifications. Coordinates the design, writing, and maintenance of technical documentation on all processes. Designs technical solutions for complex business problems. Accountable to communicate effectively on all milestones and phases of each project underway. Possesses knowledge of very complex technical systems, methods of troubleshooting and problem solving. Provides guidance on technical knowledge and process improvement to all IT staff as directed.

Essential Functions

1. Passionately and creatively find long-term (root cause) solutions and implement to resolve technical issues
2. Utilize a best practice approach to problem solving, using approved tools and documented processes to complete projects as approved
3. Serve in a key role in ensuring confidentiality, integrity and availability of IT services
4. Serve as the escalation point for all problem solving related to hardware, applications and system support
5. Lead projects to resolve the most complex technical issues, while maintaining high customer satisfaction
6. Analyze the needs of the organization, providing technical support for the IT department, to improve functionality, stability, transparency and service for all supported systems
7. Participate as an integral member of the team, providing thought leadership in your areas of expertise
8. Coordinate technical components of all Center acquisitions, divestitures and upgrades, creating a detailed plan for execution. Analyze end user data needs and develop solutions which interface with existing applications.
9. Coordinate and execute all migrations and consolidations
10. Plan all work and work all plans, sharing those detailed plans with team members, soliciting input and ideas to ensure team buy-in for successful outcomes. Ensure timely updates to all plans, making all documentation related to projects available and accessible.
11. Ensure quality, supportability, standardization and stability of our platforms
12. Provide support for data center, network, application, proof of concept, and other projects as assigned
13. Support new technology ideas, concepts and direction, ensuring support of departmental strategy
14. Coordinate all aspects of implementation and training to support new programs/system changes
15. Troubleshoot, investigate, document and resolve issues escalated from Tier 2 support
16. Provides technical input on all Tier 3 support requests, document technical solutions and processes, and provide documents to Technical Writer for input in the Knowledge Bank
17. Coordinate projects for the set-up, testing and support of intricate hardware installations
18. Recommend improved operational procedures and process improvements to maximize systems efficiency
19. Provide guidance and technical direction to solving complex operations malfunctions
20. Perform telecommunications coordination and troubleshooting
21. Ensure system integrity, assist in installation of technology upgrades
22. Document all work, tasks, projects, technical troubleshooting and outcomes
23. Present a positive example to peers; and collaborate with and appropriately influence team members as needed to complete objectives
24. Participate with full historical review of systems, methods and processes to improve learning and future outcomes
25. Participate in Change Management to improve outage impacts and enhance discipline around system changes.
26. Conduct “lessons learned” post-implementation or on system outages/issues and work with other team members to prevent future occurrences of incidents
27. Present findings in monthly “lunch and learns” to other team members to provide opportunity for learning, skill enhancement and collaboration
28. Follow and help to enforce technology standards including processes, policies and procedures
29. Provide continuing technical support for on-call Help Desk technicians
30. Monitor vendor roadmaps and industry trends including supported applications, relevant products, current support policies, methods of delivery, etc.
31. Manage application upgrade projects to ensure IT is ready for all system/application upgrades as needed
32. Research and experiment with emerging technologies
33. Proactively find ways to support the IT team goals and recommend new solutions
34. Effectively manage time and resources
35. Continually find opportunities for ongoing professional growth and learning
36. Perform other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

1. Technical Capacity.
2. Communication Proficiency.
3. Learning Orientation.
4. Thoroughness.
5. Customer/Client Focus.

Supervisory Responsibility

This position has no supervision responsibilities.  

Work Environment

While performing the duties of this job, the employee regularly works in an office setting.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to talk and hear.

Travel

No travel is expected for this position.

Job Qualifications

Minimum Qualifications/Experience:

• Ten plus years’ experience in IT Help Desk—healthcare preferred
• Three plus years’ leadership experience in complex technical environment
• Project Management experience and aptitude

Education/Certifications:

• Bachelor Degree in Computer Science, Information Systems or related field; or equivalent education, training & expeirence
• IT Technical certifications

Envision Radiology is an equal opportunity employer (M/F/D/V). We recruit, employ, train,        compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

Additional Eligibility Qualifications

None required for this position.

Compliance

Adheres to Envision’s Code of Conduct and Compliance Policies and attends annual Compliance training as set forth by the Company.

Company Benefits

Below is a list of benefits that are offered to employees, once eligibility is met.

• Health Benefits: Medical/Dental/Vision/Life Insurance
• Company Matched 401k Plan
• Employee Stock Ownership Plan
• Paid Time Off Paid Holidays
• Employee Assistance Program

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Other duties may be assigned as needed by supervision.

OSHA Exposure Rating:  1

It is reasonably anticipated NO employees in this job classification will have occupational exposure to blood and other potentially infectious body fluids. 

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

Salary : $28 - $34