<p>Are you an experienced IT support professional who thrives in a fast-paced environment where your work truly makes a difference? Signature Healthcare is seeking an IT Senior Technology Support Specialist to join our Desktop Support team and play a key role in keeping critical clinical and business operations running smoothly.</p> <p>In this role, you'll work across the full spectrum of technical support needs-from everyday end-user issues to more advanced troubleshooting of workstations, mobile devices, printers, and essential hospital and EMR applications. You'll partner closely with the Helpdesk, Enterprise Technology, and Application teams, stepping in where your expertise is needed most. Your work directly supports patient care by ensuring our technology is reliable and responsive.</p> <p>This position is perfect for someone who loves solving problems of all sizes, enjoys working hands-on with users across the organization, and values being part of a collaborative, supportive IT team. You'll help monitor daily operations, identify trends, document findings, and engage with vendors-bringing both your technical skills and strong communication abilities to every interaction.</p> <p>Because this role supports multiple locations across the organization, a valid Massachusetts driver's license and reliable transportation are required to ensure timely onsite response when needed.</p> <p>If you're energized by meaningful work, passionate about delivering great service, and ready to grow in a dynamic healthcare environment, we'd love to meet you.</p> <p>KEY RESPONSIBILITIES:</p> <ul> <li>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. </li><li>Collaborates with Enterprise Technology and Application teams to review incidents and service requests, identify patterns, and recommend appropriate service-restoration actions. </li><li>Supports the classification and prioritization of incidents, guiding others in assessing business impact, urgency, and downstream clinical implications. </li><li>Manages end-user assets (hardware and software), monitors usage and lifecycle trends, and makes recommendations for individual or enterprise-wide optimization. </li><li>Performs first-level system monitoring to proactively identify issues, abnormalities, or potential outages. </li><li>Assists users in evaluating hardware and software purchases, ensuring solutions meet organizational standards and align with user workflow needs. </li><li>Escalates issues to Tier 3 support when appropriate, maintains communication on progress, and participates in audit activities related to the Incident Management process. </li><li>Provides second-level technical support for workstations, printers, mobile devices, and data center-adjacent end-user technologies. </li><li>Troubleshoots hospital and EMR application issues as they relate to desktop hardware, printing, and user environment components. </li><li>Engages with vendors for second-level technical support, coordinating diagnostics, remediation steps, and follow-up activities. </li><li>Participates in the scheduled on-call rotation, which includes some onsite holiday coverage and occasional second-shift support as needed. </li><li>Supports Operations Analysts by assisting with first-line issues during high-volume periods or when additional technical expertise is required. </li><li>Maintains clear, accurate, and comprehensive documentation of incidents, troubleshooting steps, system changes, and resolutions to ensure consistent communication and continuity of support. </li><li>Performs other duties as assigned </li></ul> <p>REQUIRED KNOWLEDGE & SKILLS:</p> <ul> <li>Ability to use and configure Halo ITSM (or an equivalent service desk system) for managing incidents, service requests, workflows, and documentation. </li><li>Strong knowledge of Windows operating systems across desktops, laptops, and tablet devices, including configuration, troubleshooting, and performance optimization. </li><li>Proficient in core Windows-based applications, including Microsoft Office, PDQ Deploy, and other commonly used administrative tools. </li><li>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. </li><li>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. </li><li>Strong judgment and problem-solving abilities, with the ability to assess incident severity, understand operational impact, and prioritize appropriately in a clinical environment. </li><li>Understanding of daily operational readiness processes, including shift handoffs, system checks, and routine operational reviews. </li><li>Excellent interpersonal and communication skills, including the ability to translate technical information into clear, non-technical language for users with varying levels of expertise. </li><li>Positive team attitude, including patience, a sense of humor, and a collaborative approach that supports a healthy and effective team environment. </li></ul> <p>EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:</p> <ul> <li>Education: Bachelor's Degree is preferred or equivalent work experience. </li><li>Experience (Type & Length): 5-10 years in a service (help) desk environment </li><li>Certification/Licensure: </li><li>Software/Hardware: Windows, Meditech (preferred), networking, operations reporting & documentation, Data Center Management </li><li>Other: </li></ul>