Staff Technical Services Engineer

Summary

Join Imagine Pediatrics as a Staff Technical Services Engineer and support employees by leveraging your deep technical expertise to design and implement corporate-scale technical initiatives. Lead training and development for junior team members, ensuring knowledge sharing and proficiency. This role demands advanced skills in various technologies and strong leadership qualities, including communication and collaboration. You will provide quality support to core business units, striving for high customer satisfaction and leading strategic initiatives. Continuously improve processes, streamline workflows, and provide escalated technical support. Design technical training materials and documentation, working scheduled shifts with occasional after-hours assistance.

Requirements

• A minimum of 8-10 years of experience serving in an Information technology services department with preferred experience in health care IT
• Intermediate level skills and a proven track record of leading continual process improvement initiatives to increase efficiency, optimize services, improve the end user experience, and reduce operational costs
• Advanced understanding of computer hardware, operating systems, and software, including Microsoft Office and Windows
• Advanced knowledge of Windows 11 OS, tablets, and Apple iOS system is essential
• Advanced knowledge and previous experience administering software tools in the following areas: Communications Examples: Microsoft O365 products, TalkDesk, Genesys
• Incident and Request Ticketing Examples: Jira, ServiceNow
• Cellular Services cell phone management system. Examples: Intune, Airwatch
• Hardware Support Examples: Lenovo, Dell, Mac, Windows, iOS
• Video Conferencing Examples: Teams, Zoom, Owl, Polycom
• Process Management Examples: Confluence, ClickUp
• Advanced understanding and practical experience in the application of security controls at the system and end user level
• Advance knowledge of federal healthcare security and risk regulations such as HIPAA, HITRUST, and HITECH with a sound understanding of their applicability across the responsible and accountable service areas
• Ability to visualize and conceptualize user problems from a distance and work with the user remotely to resolve the issues
• Advanced level written and verbal communication skills with a passion to assist team members and customers to resolve issues quickly utilizing empathy and self-awareness
• Ability to manage multiple priorities and demands daily
• Able to work with users at all levels of technical skills and abilities

Responsibilities

• Support Imagine Pediatrics employees and the portfolio of technologies our employees use to perform their job and serve our patients and families
• The Staff Engineer leverages deep technical knowledge and experience to design and implement high value, corporate-scale technical initiatives
• Lead efforts to train and develop the technical skills or junior members of the team, ensuring knowledge is shared broadly and individual proficiency meets or exceeds the job requirements
• This role requires a high degree of skill and proficiency in the identified technology portfolio complimented with well-developed leadership skills in areas such as communication, collaboration, and emotional intelligence
• This role delivers value to the organization by providing quality support to core business units and striving for a high degree of professionalism and customer satisfaction
• Leads and serves as the technical subject matter expert for corporate strategic initiatives utilizing proven methodologies of design, build, test, deploy, while defining measures of success to ensure corporate objectives are met and are successful
• Leads communication and collaboration efforts cross-functionally to garner alignment to corporate initiatives and standards. Effectively articulates the purpose, value, and process to non-technical customers to drive support and adoption
• Instills a culture of continual process improvement across members of the technical services team. Leads initiatives to continually refine and improve system configurations and or processes, and streamline workflows to increase efficiency, reduce cost, and improve the end user experience
• Provides elevated/escalation level technical support to junior members of the technical services team
• Trains and develops the technical skills of junior members of the team, ensuring knowledge is shared broadly and individual proficiency within a role level meets or exceeds the job requirements. Works directly with management to identify any gaps in skills deficiencies or employee role misalignment
• Leads the design of technical training material and documentation to support Imagine Pediatrics employees internally and externally to the technical services team
• Work will be performed during regularly scheduled shifts as directed by the Manager, Technical Services Engineering Team
• Modifications to shifts must be requested and approved by the Manager, Technical Services Engineering Team
• Provide after-hours assistance as needed or via an On-Call after-hours pre-defined schedule
• Other duties as assigned

Benefits

• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer
• The role offers a base salary range of $90,000 - $110,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable)