(Archived) Correctional Medicine IT Support and Application Specialist Team Lead Needed in Nashville, TN

Here at Wellpath, everything that we do is about taking care of people – our patients, our staff and our partners. We are committed to making a difference by providing hope and healing to vulnerable patients in challenging clinical environments. Our talented, compassionate team thrives in an autonomous environment, is empowered and supported by education, training and the resources to practice healthcare the way it is meant to be and strives to “Always Do The Right Thing!”

Our IT Support and Application Specialist Team Lead will provide supervision and leadership to the Support Team while still performing the tasks of a support agent. The team lead will take direction from the Support Manager in completing tasks involving the overall operation of the support staff but will be responsible for the daily operations of the team. This position will lead and direct the work of employees and contract workers on site, delegating work to them that is critical to The Company contract requirements.

Education:

• This position requires a college degree or 4+ years of experience in the systems management or IT customer support

Experience:

• Current knowledge of PCs, Windows Operating Systems, and Microsoft technologies
• Excellent analytical skills and attention to detail allowing them to support remote clients, often without the use of remote access
• Ability to listen and speak with technical and non-technical users, proficiently communicating both verbally and in writing

Licenses/Certifications:

• Certifications in Microsoft products recommended but not required

1. Supervise daily operation of the support team and assisting members with escalation.
2. Participate in an on call rotation acting as an escalation source for issues.
3. Act as a backup administrator of the ACD system.
4. Work with the IT managers in creating reporting metrics to identify trending issues.
5. Act as a backup administrator of the ticketing system and work on continuous improvement of it.
6. Work with other Support leads to resolve issues when necessary.
7. Take an active part in ensuring that Support Team processes and best practices are followed.
8. Assist in the implementation, maintenance and support of desktop IT hardware including but not limited to telephones, desktop computers, printers.
9. Record critical information in the internal tracking application in order to clearly document the problem, action taken, and end solution for a historical record, monitor and update the status of various customer problems at any given time, provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other IT staff.
10. Manage critical issues via Critical Incident Response Tracking (CIRT) process.
11. Assist users with technical issues in patient care systems.
12. Provide assistance and training to users on information technology systems.
13. Work with corporate IT staff in responding to issues and take an active part in resolving them.
14. Occasional work involving installing or trouble shooting network equipment.
15. Maintain functional and technical specifications and operating documentation.
16. Identify troubleshooting patterns and/or persistent issues. Recommend training and creative improvements to reduce support calls.
17. Position may require limited travel from time to time to perform duties of the position.
18. Must be able to obtain and maintain security clearance.
19. Must be able to apply principles of critical thinking to a variety of practical and emergent situations and accurately follow standardized procedures that may call for deviations.
20. Must be able to apply sound judgment beyond a specific set of instructions and apply knowledge to different factual situations.
21. Must be alert at all times; pay close attention to details.
22. Must be able to work under stress on a regular or continuous basis.
23. Post orders, if applicable, per site contract.
24. Perform other duties as assigned.