Lead IT Specialist

About the role

Location

On-site in Irving, TX

Job Summary

The Lead IT Specialist provides advanced technical support while serving as a senior resource within the IT department. This role is responsible for resolving complex workstation, server, network, and application issues, supporting IT projects, and ensuring high-quality service delivery in a fast-paced clinical environment.

In addition to day-to-day technical responsibilities, the Lead IT Specialist helps coordinate team activities, provides guidance and mentoring to IT staff, assists with workload prioritization and escalations, and supports departmental initiatives.

This highly client-facing role requires strong technical expertise, leadership skills, and the ability to effectively manage multiple priorities while delivering exceptional customer service through phone, email, remote support, and onsite interactions.

Essential Duties and Responsibilities

Essential and other important responsibilities and duties may include but are not limited to the following:

• Receive, respond, and resolve calls, emails and/or ticket submissions for client's IT issues or needs.
• Install, configure, and maintain software solutions for desktops and laptops.
• Perform or assist with general setup and configuration of new hardware solutions.
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages.
• Follow logical troubleshooting methodologies.
• Maintain active relationship with vendors through consistent communication.
• Use Active Directory to create and perform administrative tasks on user's accounts and security groups.
• Maintain inventory system of all IT assets across all locations.
• Maintain documentation for IT policy and procedures across the organization.
• Enter all notes and time worked on the appropriate service ticket.
• Enter time worked on each ticket daily.
• May require work to be performed after clinic hours or schedules, such as nights, weekends, and/or holidays.
• Other administrative and IT responsibilities as assigned.

Knowledge, Skills and Abilities

Technical Skills

• Healthcare systems support (Electronic Medical Records, imaging Systems, Document management)
• Familiar with health care programs HIPAA, CFR part 11, GDRP, etc.
• Windows workstation repair, maintenance, malware removal, and deployment
• Configuring network settings on workstations
• RDP client support
• Citrix Support.
• Office 365 account and client support
• Server backup monitoring and maintenance
• Wireless connectivity for mobile devices and workstations
• Mobile devices - smartphones, tablets, and laptops
• Exchange mailbox administration
• Active Directory account creation and management
• Network drive and printer mappings.
• Diagnose network connectivity issues for workstations.

Required Education and Experience

• Associate's degree in Information Technology or related field required; Bachelor's degree in Information Technology or related field preferred
• 5 years of Help Desk or similar experience
• IT management experience required
• CompTIA certifications preferred.
• Microsoft Technology Associate (MTA) preferred.
• Microsoft MCSA preferred.
• Citrix certification preferred.