Senior IT Support Specialist

As a Senior IT Support Specialist at Highlight Health, you'll be responsible for a variety of tasks that ensure the smooth operation of our technology systems. This includes installing and configuring hardware and software applications, ensuring system security through various measures, providing technical support to employees, and maintaining both hardware and software systems. Additionally, you'll monitor and manage networks, conduct system backups, and create documentation on IT practices, all while being the go-to person for the team’s IT support needs.

To qualify for the Senior IT Support Specialist position at Highlight Health, candidates should possess at least three years of experience in IT support or related services. Relevant cybersecurity certifications such as OSCP, CEH, or GPEN are highly preferred. An associate or bachelor’s degree is desired, along with experience analyzing penetration tests and threat intelligence reports, and having knowledge of compliance regulations such as HIPAA, PCI DSS, and GDPR.

Highlight Health is committed to the continuous growth and development of its employees. As a Senior IT Support Specialist, you will receive financial and other support for your formal continuous education. This includes hands-on learning opportunities that help you stay at the forefront of the rapidly evolving IT field. We believe in investing in our team's growth to ensure we are always equipped with the latest knowledge and skills.

At Highlight Health, the work environment is friendly, inclusive, and collaborative. We pride ourselves on creating a culture that values diverse perspectives and welcomes all voices. As a Senior IT Support Specialist, you’ll engage closely with leadership and have direct influence over the company’s growth and successes, all while enjoying a flexible work culture that allows you to balance your personal and professional aspirations.

Highlight Health offers a competitive compensation package for the Senior IT Support Specialist role, starting at $90,000+. Benefits include healthcare cost reimbursement, paid time off, commuting benefits, short-term disability, and an employer 401(k) contribution. We ensure that you are well taken care of so you can focus on your important role within the company and help us in our mission.

When troubleshooting a complex IT issue, I recommend starting with a clear understanding of the problem by gathering all relevant information from the user. Then, I break down the issue into smaller components to systematically isolate the cause, using diagnostic tools and logs to assist in this process. It's important to document each step taken, allowing for easier reference in future incidents.

I have considerable experience implementing network security measures such as firewalls and intrusion detection systems. During my previous role, I conducted regular audits to identify vulnerabilities and implemented various security protocols to mitigate risks. Understanding compliance regulations like HIPAA and PCI DSS has also helped me align our security practices with industry standards.

I typically work with a variety of tools for managing and monitoring IT systems, including endpoint management platforms like Microsoft Intune. I also utilize network management tools for monitoring device performance and SIEM systems for analyzing and responding to security alerts. I believe choosing the right tools based on the system's specific needs is crucial for effective IT management.

Staying current with IT trends and technologies is essential, and I do so by subscribing to industry newsletters, participating in forums, and attending webinars. I also engage in continuous education through online courses and seek relevant certifications that can enhance my skill set and keep me informed of the latest developments in IT and cybersecurity.

I have robust experience in disaster recovery planning, which involves defining recovery objectives and identifying critical systems and data. I have led initiatives to create comprehensive recovery plans, conducting regular drills to ensure efficacy. I believe that having a solid disaster recovery plan significantly minimizes downtime and impacts on business operations.

In high-pressure IT support situations, I focus on remaining calm and collected while prioritizing tasks based on their urgency. I find that clear communication is key; keeping users informed of progress helps alleviate frustration. I also utilize my analytical skills to tackle problems methodically, which often leads to quicker resolutions.

In my previous role, I identified that our ticket resolution time was slower than desired. To improve this, I introduced a new ticketing system with prioritization features and automated responses for frequently asked questions. This led to a significant reduction in response time, improving the overall efficiency of our IT support team.

User satisfaction is a top priority for me. I ensure this by actively listening to user concerns, providing clear instructions, and following up after a resolution to see if users are satisfied with the outcome. My approach is to treat every support request with the same level of importance, which often results in positive user experiences.

When managing vendors, I prioritize understanding the specific needs of our organization. I assess potential vendors based on their track record, expertise, and how well they align with our goals. Once selected, I maintain open lines of communication to ensure expectations are met and can renegotiate terms if necessary. This approach has consistently led to successful partnerships.

I ensure compliance with regulations such as HIPAA and GDPR by integrating compliance checks into every aspect of IT operations. This includes regular security assessments, employee training on data protection, and implementing data encryption protocols. Keeping up with changes in regulation and updating our practices accordingly is crucial to maintaining compliance.