Lakewood
Job Description Position Summary The IT Support role serves on the first line of technical assistance for OHI's employees, ensuring the smooth operation of critical IT systems, networks, and user devices. Reporting to the Vice President of IT, this role requires a proactive and customer-focused approach to troubleshooting, system maintenance, and user support. IT Support professionals are tasked with ensuring timely issue resolution, tracking system events, and collaborating with cross-functional teams to improve IT service delivery. With a focus on process improvement, team readiness, and user satisfaction, this role is vital to the operational success of OHI. The IT Support team is also responsible for seamless onboarding of new employees, playing a key role in supporting organization-wide initiatives for continuous improvement. Key Responsibilities Help Desk & Technical Support • Serve as the first point of contact for IT support requests from employees, responding to calls, emails, and in-person requests., • Prioritize requests and balance them against ongoing projects to ensure timely resolution of issues., • Maintain high customer service standards, ensuring a professional and empathetic approach to all support interactions., • Resolve user issues related to software, hardware, and network access, documenting the root cause and corrective actions in the support ticketing system., • Monitor network, system, and security event logs for anomalies, documenting all unusual activities and escalating issues as needed., • Record and report system downtime (voice and/or data), detailing corrective actions, vendor involvement, and resolution times., • Perform regular audits of organizational hardware, including PCs, laptops, and printers, ensuring assets are functional, up-to-date, and in compliance with documented standards., • Maintain readiness of workstations, ensuring that all equipment is properly configured, regularly updated, and operational for end users., • Collaborate with the IT team to assess and improve the performance of end-user devices, performing maintenance, updates, and replacements as necessary., • Create, maintain, and update IT Standard Operating Procedures (SOPs) to improve departmental efficiency and knowledge sharing., • Identify process improvements and propose solutions to the VP of IT to improve workflow efficiency and reduce manual intervention., • Document changes to system configurations, including network adjustments, system upgrades, and server modifications., • Ensure IT needs are fully met for new hires, including equipment setup, system access, and technical training as part of New Employee Orientation (NEO)., • Serve as the lead IT presenter for NEO as needed or when requested by the VP of IT., • Assist in the development, research, and implementation of IT-related projects, including hardware and software upgrades., • Research new IT products, tools, and solutions to support innovation and increased operational efficiency., • Ensure all activities comply with OHI's Corporate Compliance policies, including system security protocols, HIPAA compliance, and privacy standards., • Collaborate with the VP of IT to implement security measures that safeguard OHI’s data, devices, and network infrastructure., • Respond to and address potential security threats, working with vendors and internal teams to mitigate risks., • Serve as a liaison between OHI and external IT vendors, including hardware suppliers, software providers, and managed service partners., • Maintain effective communication with senior leaders and department managers, ensuring technical support is responsive to business needs., • Maintain accountability for personal productivity and performance as measured by departmental scorecards., • Achieve and maintain a minimum monthly scorecard threshold of 90%., • Meet performance metrics related to "Team Readiness" by ensuring cross-training of technical competencies and knowledge sharing., • Use project management tools (like Monday.com) to ensure visibility and transparency for IT tasks, project status, and support requests., • High School Diploma or equivalent is required., • IT certificationis required., • Actively participates in ongoing education and additional certifications as appropriate., • One to three years of progressive experience troubleshooting and diagnosing Help Desk related queries., • Medical, Dental, Vision and Life Insurance, • Flexible Spending Accounts with Medical and Dependent Care, • Voluntary Life Insurance, • 401(k) Salary Deferral and Match, • Paid Time Off, • Paid Holidays, • Employee Assistance Program, • Employee Discounts, • Employee Referral Program