IT Tech Support Engineer Sr

Atrium Health seeks a Senior IT Technical Support Engineer to steer enterprise infrastructure initiatives, oversee device and network deployments, and provide day-to-day operational support. The role is based in Charlotte, NC with a hybrid work arrangement and travel up to 50% across the Carolina market, blending strategic leadership with hands-on engineering in a demanding healthcare technology setting.

Responsibilities

• Enforces architecture standards and governance while contributing to corporate policy input.
• Works with cross-disciplinary teams to mitigate risk and enhance security and reliability.
• Provides senior-level guidance to streamline work processes and remedy information system or operational inefficiencies.
• Implements established device security standards across the environment.
• Consults with end-users on solution requirements at a senior level.
• Escalates for complex choices involving devices or applications when necessary.
• Oversees adherence to change control processes and guides team members; acts as enterprise change control representative and documents architecture/design.
• Facilitates proactive communication across technical teams.
• Responsible for all end-point devices including desktops, mobile devices, and printers.
• Monitors and analyzes the environment to prevent incidents and identify risk trends.
• Identifies improvement opportunities through tools, rounding, and observation.
• Analyzes data to detect systemic issues and risks to prevent outages and incidents.
• With engineering, develops and implements corrective action plans.
• Guides technicians in software deployment using defined processes and serves as a resource for addressing technical deficiencies.
• Acts as the top escalation point for the most technically complex support issues.
• Ensures fleet management practices are documented and maintained.
• Oversees all aspects of technical operations and drives operational excellence.
• Develops and executes coding or scripting efforts to meet operational imperatives.
• Applies DevOps best practices to development operations and provides enterprise guidance on technical matters.
• Documents coding/scripted processes and process re-engineering efforts.
• Ensures incidents and service requests meet defined service level objectives.
• Analyzes performance metrics to improve cost efficiency and service quality.
• Provides direct feedback to enhance team performance, standards compliance, and technical proficiency.
• Communicates effectively with senior leadership and end users to convey strategy and execution.
• Serves as a technical subject matter expert for site or regional projects of varying size and complexity.
• Develops and executes project plans and coordinates activities across team members.
• Leads project meetings and communicates project status to stakeholders; escalates issues as needed.
• Acts as the highest technical matrix resource for cross-team activities requiring support from other groups including networking, security, and vendors.
• Ensures comprehensive project documentation is completed.
• Manages escalation processes for the most complex issues.
• Provides SME guidance on software deployment, information security management, operations oversight, testing, procedure management, standards, and compliance.
• Engages with site service lines and operational leaders to understand new business needs and adoption barriers.
• Identifies existing solutions or collaborates with engineering to develop new technology to address issues.
• Functions as a technical expert across HIT Support Services during technical reviews.
• Defines and oversees site-based activities around information security, availability, testing, procedure management, compliance, and fiscal accountability.
• Represents the site on enterprise-wide technical oversight committees.
• Works with core technology owners to enhance adoption and optimization efforts.
• Ensures core application and local site technology training is available and maintains team competency.
• Cultivates a culture of continuous learning and technology advancement.
• Coordinates onboarding to ensure new staff become productive quickly.

Requirements

• Bachelor's Degree (or equivalent knowledge) in Information Technology or a related field.
• Typically 5 years of experience in a complex IT environment encompassing system design, installation, and support.
• Ability to understand complex requirements and integrate multi-platform solutions.
• Excellent communication and customer service skills.
• Knowledge of a broad range of hardware platforms, architectures, and operating systems.
• Strong project planning and management capabilities.
• Experience with automated software deployment and device management tools.
• Application programming and/or scripting experience, DevOps practices, and database administration.
• Active Directory experience including group policy creation/administration, and user and device management.
• Proficiency with Microsoft Office productivity tools.

Technologies

• Active Directory
• Group Policy
• Microsoft Office

Pay Range

Hourly: $47.50 - $71.25

Education

Bachelor's Degree (or equivalent knowledge) in Information Technology or a related field.

Experience

Typically requires 5 years of experience in a complex information technology environment that includes system design, installation, and support.

Licensure, Registration, and/or Certification

None Required.

Physical Requirements

Travel may be required and could involve road and weather hazards; standard office environment; 24/7 on-call support.

Department

12398 Enterprise Corporate - IAS Architecture & Platform Services

Status

Full time

Hours per Week

40

Schedule Details / Additional Information

Hybrid position with up to 50% travel in the Carolina Market and surrounding markets. Senior IT Technical Support Engineers lead and execute enterprise infrastructure initiatives, particularly during M&A integrations and clinical technology environments, combining strategic oversight with hands-on engineering, including solution implementation, device and network deployment, troubleshooting, and operational support.