IT Operations Technician

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a IT Operations Technician join our team. This is a hybrid opportunity based out of our Waltham, MA office.
Job Summary
The IT Operations Technician has a passion for learning about technology and provides customer-focused, quality IT services and support. This position is responsible for receiving, prioritizing, diagnosing, addressing and escalating support requests from on-site and remote users' company wide. The support provided may include asset management, onboarding and offboarding assistance, change management, and light project management opportunities. This position will report to the Manager of IT Operations.
Duties and Responsibilities

• Maintain, process, and inventory all assets for the company.
• Work across the IT organization to set, measure and improve Operational Management targets across Incident and Problem Management.
• Aids in business needs for Windows, Macs, and Linux systems, and related peripherals.
• Receive and log IT support requests communicated by the users and prioritize requests based on business need.
• Follows up with users, convey solutions and facilitate their implementation, escalating complex issues to the appropriate IT staff for resolution. May work with third party providers to troubleshoot, diagnose, and resolve issues.
• Maintain the integrity of IT request database through accurate and timely updates.
• Use established policies and standard operating procedures to complete assignments and contribute to maintaining the documentation for standard operation procedures and for end users.
• Maintain confidentiality with regard to the information being processed, stored or accessed
• Prepare routine reports that provide insight into IT incidents, their resolution, emerging patterns, and solutions.
• Other duties as assigned and required.

Qualifications

• Bachelor's degree in an applicable technical field or equivalent years of relevant experience.
• At least 2 years' experience supporting PCs, Macs, mobile (iOS and Android), network equipment, and related peripherals.
• Solid knowledge of end user PC software, host applications and hardware capabilities (i.e. Windows, Office, VMWare, Wireless tech, and Cisco VPN).
• Familiarity with Virtual Desktop Infrastructure (VDI) is a plus.
• Ability to work with an innovative and flexible mindset under tight deadlines and respond to shifting demands and opportunities.
• Ability to communicate in English with users, co-workers, application developers and IT team members both verbal and in writing.
• A self-starter and team player, customer service oriented and has the ability to multi-task. Can work autonomously as well as in a team environment.

This position offers a total compensation range of $69,800.00 - $77,800.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#LI-Hybrid #LI-LI1