Information Technology Technician III

The Information Technology Technician III (Team Leader), under management of the IT Technical Manager, serves as a senior member of the technical support team and supports and maintains the organization's computer systems, desktops and peripherals. This includes installing, diagnosing, repairing, maintaining and upgrading hardware, equipment, operating systems and software while ensuring optimal performance. A team leader is also expected to resolve complex issues, collaborating with the Engineering and Networking teams when necessary; document processes and procedures; and assist with the training and development of team members. This role is also responsible for researching, evaluating and recommending new technologies.

This position may also require on-call responsibilities and rotational shift coverage (i.e., early and late shifts), depending on required organizational needs and/or requirements.

This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to teamwork and cooperation.

QUALIFICATIONS

• EDUCATION/CERTIFICATION: Associate's degree required with 3 years of relevant experience. In lieu of degree, 5 years of relevant experience required. A+ certification required and Microsoft Certified Solutions Associate Certification or equivalent operating systems certification required.
• LICENSE: Valid driver's license required with insurability through AtlantiCare Fleet Policy and provisions.
• EXPERIENCE: Knowledge of commonly used concepts, practices and procedures within an IT-related field required. Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems, required. Strong interpersonal and communication skills and the ability to work effectively with a diverse population in a wide range of roles and responsibilities required. Ability to provide in-depth individual and/or group instruction and training to corporate leaders, staff and/or peers on new or updated technologies required. Ability to analyze, resolve and document complex computer, system and network problems required. Ability to provide functional direction to other technical support staff and/or temporary employees required. Must be customer service-oriented and perform within AtlantiCare's values, collaboration, adaptability and initiatives required. Experience in the healthcare field preferred. Experience in the review, evaluation and recommendation of new hardware solutions preferred. Change management/process improvement experience preferred. Some supervisory experience required.

PERFORMANCE EXPECTATIONS

• Works under minimal supervision and is expected to frequently work independently.*
• Mentors Information Technology Technicians I and II and demonstrates proficiency of those roles.*
• Assists with high-level projects from conception to completion. Aligns work efforts to meet timelines and proactively remediates any barriers to success, including analysis, testing, documentation, problem resolution and implementation of devices and supported applications.*
• Works with manager to monitor, review and implement necessary process changes (i.e., trouble ticket-trending, change management, workflow, documentation, cross-training, etc.), achieving established service level agreements.
• Proactively monitors and rounds areas to seek out and resolve problems and/or mitigate them before the problem manifests itself to the end-user client.*
• Assists in coordinating and prioritizing the work of the Information Technology Technicians.*
• Responsible for planning, testing and documenting procedures and workflow changes, plus informational sharing to teammates and others as needed.
• Leads in the development of training materials, policies and procedures, working in collaboration with other Information Technology Technicians.*
• Serves as a primary project member on technology projects with large scope and impact; may lead and integrate the work of other staff.
• Acts as first-level escalation point for team members.*
• Works with manager to lead, motivate and promote positive team morale.
• Ensures a smooth and thorough turnover process to technical and operational support.*
• Handles complex application features and technical designs.
  • Investigates and assists in developing a proposed solution to business-sponsored initiatives. Relies on experience and judgment to plan and accomplish.*
  • Continuously seeks to improve and strengthen technical and interpersonal skills and actively and positively participates in all team meetings and activities.
  • Rapidly absorbs new information and applies it effectively.*
  • Assists in the selection and procurement of all hardware, software and other IT-related equipment that meets business needs.
  • Assists in developing long-term strategies and capacity planning for meeting future computer hardware and software needs.*
  • Maintains current and accurate list of hardware assets as required in the IT database application.*
  • Maintains a high level of proficiency with standard infrastructure and departmental applications.*
  • Aids in development of business continuity and disaster recovery plans, maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans.*
  • Researches problems using available resources with minimal supervision using appropriate tools and best practice resolution methods.*
  • Possesses logical structured thinking abilities and develops sound business cases to support planning and critical decision making.*
  • Liaises with third-party support and PC equipment vendors.*
  • Ensures the Information Technology (IT) needs support the goals and objectives of the customer, as well as the business needs of AtlantiCare.*
  • Is proficient in Microsoft Office tools, including Word, Excel, PowerPoint and Visio.*
  • Actively pursues personal and professional growth opportunities and career advancement.
  • Adheres to AtlantiCare and AIT policies and procedures.*
  • Utilizes the ITIL framework in the areas of Incident Management, Problem Management and Change Management services within AtlantiCare.*
• Performs other duties as assigned.*

WORK ENVIRONMENT
This position requires balancing, climbing, fingering, grasping, hearing, kneeling, reaching, reading, seeing, speaking, standing and stooping a majority of the time. The ability to carry, lift, push and pull up to 75 lbs. required. Occasional driving also required.

REPORTING RELATIONSHIP
This position reports to department leadership.

Essential functions for this position are identified by an asterisk.

The above statements reflects the general details considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.