Lead IT Support Technician

We are seeking a dedicated IT Support Technician Lead to join our team in providing exceptional technical support within our healthcare organization. The ideal candidate will possess a robust blend of technical expertise and soft skills, ensure a secure, efficient IT environment while delivering excellent customer service, mentoring and managing the IT Support Technician team. This may include diagnosis and troubleshooting of all organizational software, hardware and mobile devices. They are an escalation point for level 1, 2 and 3 techs. Position may be assigned to any Atlantic Health facility, and hours may be modified at the discretion of Information Technology Management as necessary to provide 24/7 customer support.

Responsibilities

• Uphold our commitment to customer service excellence, acting as an ambassador of the department in a professional manner  
• Experience leading projects from inception to completion, ensuring timely delivery and adherence to quality standards
• Extensive knowledge of end-user computing, network-based PC/workstation systems, and hardware  
• Collaborating/mentoring with other members of the IT team to develop and implement new technologies
• Follow Problem Management workflows to solve complex incidents and be a key stakeholder in problem resolution and knowledge sharing  
• Respond to requests for technical assistance, providing first level technical support and timely resolution or escalation of hardware and software issues
• Ensure data security and compliance with healthcare regulations
• Proficiency in understanding application, and end user workflows  
• Strong consultative and communication skills
• Excellent analytical abilities and decisiveness
• Responsible for the analysis, design, and implementation of end user technology life cycle management processes including technology procurement, refresh, and disposition
• Perform moderate-to-complicated configuration and repair of desktop/notebook computer equipment, peripherals and mobile devices
• Responsible for partnering with the business units supported to understand the business impact of support issues
• Restoration and migration of user data
• Video Conference room equipment support and meeting support
• Potential after-hours support requirements
• Train end users on technology best practices
• Respond to all email, phone calls and service assignments in a timely manner
• Responsible for owning and supporting various applications in the CMDB
• Responsible for managing assets information, validation and conducting audits in the CMDB  
• Help backup and support our mobile device tech. (select leads) 

QUALIFICATIONS

• Associates or Bachelor’s Degree (preferred) or equivalent work experience
• Microsoft Certification(s), or other IT related certifications preferred
• Advanced Networking: Excels in advanced networking concepts to manage the growing network infrastructure within healthcare facilities
• Cybersecurity Expertise: Demonstrated skills in cybersecurity to protect patient information and healthcare systems
• Cloud Services: Familiarity with cloud services and virtual desktop infrastructures, such as VDI and Citrix, as healthcare moves more services to the cloud
• Soft Skills: Excellent communication skills to explain technical issues in layman’s terms and active listening to understand user needs
• Continuous Learning: A commitment to continuous learning and adapting to new technologies and software updates

 

EXPERIENCE

• 5 plus years of experience in desktop support, preferably in a healthcare setting
• Applicants must have experience leading projects from start to finish

 

At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include:

• Morristown Medical Center, Morristown, NJ
• Overlook Medical Center, Summit, NJ
• Newton Medical Center, Newton, NJ
• Chilton Medical Center, Pompton Plains, NJ
• Hackettstown Medical Center, Hackettstown, NJ
• Goryeb Children's Hospital, Morristown, NJ
• CentraState Healthcare System, Freehold, NJ
• Atlantic Home Care and Hospice
• Atlantic Mobile Health
• Atlantic Rehabilitation

We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners.

We have received awards and recognition for  the services we have provided to our patients, team members and communities. Below are just a few of our accolades:

• 100 Best Companies to Work For ® and FORTUNE® magazine for 15 years 
• Best Places to Work in Healthcare - Modern Healthcare
• 150 Top Places to work in Healthcare - Becker's Healthcare
• 100 Accountable Care Organizations to Know - Becker's Hospital Review
• Best Employers for Workers over 50 - AARP
• Gold-Level "Well Workplace": Wellness Council of America (WELCOA)
• One of the 100 Best Workplaces for “Millennials” Great Place to Work® and FORTUNE® magazine
• One of the 20 Best Workplaces in Health Care: Great Place to Work® and FORTUNE® magazine
• Official Health Care Partner of the New York Jets
• NJ Sustainable Business 

Atlantic Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:
Team Member Benefits

• Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance.
• Short-Term and Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan: Employer match, additional non-elective contribution
• PTO & Paid Sick Leave
• Tuition Assistance, Advancement & Academic Advising
• Parental, Adoption, Surrogacy Leave
• Backup and On-Site Childcare
• Well-Being Rewards
• Employee Assistance Program (EAP)
• Fertility Benefits, Healthy Pregnancy Program
• Flexible Spending & Commuter Accounts
• Pet, Home & Auto, Identity Theft and Legal Insurance

____________________________________________

Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.
EEO STATEMENT
Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.