Duties and Responsibilities
- Supports collaboration tools end to end, such as Exchange 2016, Exchange Online, Azure AD, AzureAD Connect sync, Active Directory, Teams, SharePoint Online, Microsoft Office Applications, and others.
- Performs migrations to Surgery Partners' e-mail platform from any source system.
- Logs all requests within Surgery Partners' ticketing system.
- Follows up with other support staff involved in the resolution to ensure incidents are resolved, requests fulfilled, and customer communication is complete.
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Analyzes and resolves incidents and requests regarding use of application software or hardware.
- Documents resolutions and updates appropriate self-help, FAQ, and knowledge bases.
- Works with leadership to improve processes, procedures, and other functions.
- Handles escalations relating to customer services or minor technical issues.
- Provides after-hours and on-call support as needed.
Qualifications
Education
- Associate degree; or equivalent experience and/or training may be considered.
- Bachelor’s degree preferred.
Experience
- Senior System Administrator - IT M365 Administrator.
- 0-2 years of professional experience.
- Healthcare technology experience preferred.
Licenses/Certifications
Knowledge, Skills, and Abilities
- Strong analytical and problem-solving skills.
- Effective communication and ability to collaborate with diverse teams.
- Strong organizational and time-management skills.
- Eagerness to learn and adapt to new challenges.
- Strong customer service skills.
- Strong initiative and ability to work in a team environment.
Core Competencies
- Detail-oriented approach to troubleshooting and process improvement.
- Commitment to upholding safety and quality standards in a healthcare setting.
- Ability to work effectively in a fast-paced, regulated environment.
Working Conditions
Physical Requirements
- Talk / Hear
- See
- Sit
- Stand
- Repetitive Use of Hands
Hazards and Atmospheric Conditions
- Normal Office Surroundings
Competencies
Agility
- Resourcefulness: Adapts quickly to changing circumstances; cleverly navigates obstacles and constraints.
- Manages Uncertainty: Comfortable when things are in flux; readily shifts approach or behavior to fit changing circumstances.
Bias to Action
- Action Oriented: Propensity to act or decide and move forward with a logical approach; can decide and act without having the total picture.
- Delivering Results: Strives for high levels of achievement; maintains a clear and steady focus on meeting goals despite obstacles; is resilient when encountering setbacks.
Customer Focus
- Identifying with Customers: Understanding who the external and internal customers are and what they value.
Managing Complexity
- Essence: Extracts the core meaning out of complex situations; can separate the important from the noise when problem solving; hunts for the root cause of successes and failures.
- Manages Conflict: Can hammer out tough agreements and settle disputes equitably. Stays positive, constructive, and respectful, even in disagreements or conflicts.
Capability Building
- Helps Others Succeed: Steps aside and lets others shine; serves as a mentor and coach; helps others apply their strengths and shore up on their weaknesses.
Interpersonal Impact
- People Smart: Reads people well; can articulate the qualities, perspectives, strengths, and weaknesses of others.
- Influence: Even without direct authority finds common ground and win/win solutions, gaining alignment on the path forward.
Strategic Vision
- Inspires Others: Creates common purpose and shared mindset; raises others' confidence to tackle challenges; promotes a high level of energy and excitement.
- Visioning: Can anticipate future consequences and trends; articulately paints credible pictures of possibilities and likelihoods.
Benefits:
- Comprehensive health, dental, and vision insurance
- Health Savings Account with an employer contribution
- Life Insurance
- PTO
- 401(k) retirement plan with a company match
- And more!
ENVIRONMENTAL/WORKING CONDITIONS: Normal busy office environment with much telephone work. Possible long hours as needed. The description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.
*If you are viewing this role on a job board such as Indeed.com or LinkedIn, please know that pay bands are auto assigned and may not reflect the true pay band within the organization.
*No Recruiters Please
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.