Senior IT Support Specialist

Now Hiring:
Senior IT Support Specialists for Orthopaedic Associates of Maine in Portland, ME

The Senior IT Support Specialist provides advanced technical support and is a subject matter expert for the organization’s information systems. This role is responsible for complex problem resolution, proactive system maintenance, implementation of new technologies, and mentoring junior IT staff. The Senior IT Support Specialist ensures the optimum utilization of IT resources (hardware, software & configuration) while maintaining data security and compliance standards.

Contributes to the development of processes and procedures. This position requires independent judgment, strong analytical skills, and a commitment to providing exceptional customer service.

Reports to:

VP of Informatics

May provide guidance and mentorship to IT Support Specialists or Technical Support Representatives.

Non-Exempt

Associate’s Degree in a related field or 7+ years of progressive work experience in IT support. Bachelor’s degree preferred.

Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified Professional) are highly desirable.

Essential:

Advanced computer troubleshooting (hardware, software, and network issues)

Active directory administration

EMR/PACS Administration

Helpdesk administration & ticketing systems (experience with specific platforms like Freshdesk, Desk
365, Service Now a plus)

Microsoft Office suite proficiency

Google Workspace suite proficiency

HIPAA compliance regulations and best practices

Inventory management procedures

Preferred:

Network administration fundamentals

EMR/PACS administration (e.g., Next Gen)

Cloud Dictation Software experience (e.g., Nuance Dragon)

SSO software experience (e.g., Entra)

VoIP administration basics

Basic understanding of scripting languages (e.g., Power Shell, Python) for automation tasks

Experience with Cloud technologies (e.g., AWS, Azure, Google Cloud)

Excellent Verbal and Written Communication

Skills:

Ability to clearly explain technical concepts to both technical and non-technical audiences.

Excellent Interpersonal and Customer Service

Skills:

Demonstrated ability to build rapport and professionally provide effective support.

Strong Analytical and Problem-Solving

Skills:

Proven ability to diagnose complex issues, identify root causes, and implement effective solutions independently.

Independent Work Ethic:
Ability to manage workload effectively with minimal supervision.

Excellent Time Management & Prioritization

Skills:

Ability to handle multiple tasks simultaneously and meet deadlines in a fast-paced environment.

Mentorship/Training Abilities:
Capacity to guide and assist junior IT staff, sharing knowledge and best practices.

Proficient with Google Workspace/Microsoft Office Suite or related software.

Project Involvement:
Ability to participate in the planning and execution of small IT projects.

Provides Tier 1 & 2 technical support, resolving complex issues escalated from Technical Support Representatives.

Diagnoses and resolves hardware, software, network, and system problems, documenting solutions for future reference.

Proactively monitors system performance and identifies potential issues before they impact users.

Coordinates and assists with implementing new computer hardware and software upgrades.

Evaluates expanding or enhanced computer operations; makes recommendations for improvement to manage workload and system requirements.

Maintains knowledge of technology innovations and trends, recommending solutions that improve efficiency and security.

Develops and maintains documentation related to IT procedures, configurations, and troubleshooting steps.

May assist with training junior IT staff on new technologies or processes.

Arranges service by software or hardware vendors to repair or replace defective products when necessary.

Participates in IT projects as assigned, contributing technical expertise and ensuring successful implementation.

Performs other related duties as assigned.

Good visual acuity, hand-finger dexterity, ability to speak and hear clearly.

Able to lift and carry up to 30 pounds occasionally, which may require pushing, pulling, and utilizing a full range of body movement.

Ability to stoop, kneel, crouch, reach, grasp, and stand for extended periods of time.

Prolonged periods sitting at a desk and working on a computer.

Understands and follows the standards outlined in the Orthopaedic Associates of Maine (OAM) Employee Manual.

Adheres to the Orthopaedic Associates of Maine (OAM) Practice Responsibility Program and Code of Conduct.

Completes all yearly compliance training and educational programs as required.

If you're looking for a meaningful career working in the IT department of a private orthopedic clinic, we'd love to hear from you!

Apply today and take the next step with Orthopaedic Associates of Maine!