Senior IT Support Specialist

Senior IT Support Specialist

As we continue to grow, we are seeking a Senior IT Support Specialist to join our award-winning specialty pharmacy team. At Ardon, we are passionate about our mission to inspire people and improve lives through the delivery of high-quality, compassionate healthcare services. Our innovative work environment in Portland, Oregon, centers around uplifting collaboration with our employees as we care for patients. Our commitment to cultivating talent and fostering growth within our organization keeps Ardon ranked among the top 100 companies to work for in Oregon.

Our specialty pharmacy provides medications that are often used to treat complex or rare conditions. We deliver services to enhance the patient experience within the comfort of their home. We remove barriers to care and provide patients with the education, clinical care and supportive services they need on their treatment journey. We work to build trusted relationships and to be a resource where patients can turn for help.

What it's like to work with our team Our progressive work environment embodies the notion that life is meant to be shared and lived well, through hard work, compassion, and camaraderie. Together, we enjoy team meals and celebrate events and company milestones. Employees like to relax in our lounge equipped with amenities that promote wellness and fun. We volunteer to support patient advocacy organizations within our community. Our employee-run DEI Group is dedicated to diversity and inclusion.

Join us! Do you want a dynamic career opportunity where you can make a difference? Explore the potential of your pharmacy experience in an elevated role. The Senior IT Support Specialist is responsible for performing day-to-day IT operational processes and owning the IT support system. They take ownership of all access and assets needed for Ardon Health Holding and implement small to medium-sized business projects. They participate in, or lead, systems analysis and implementation projects as directed.

Job type: Full-time

Pay Range: $66,685.08 - $86,718.39 annually, depending on experience.

Benefits: Competitive pay Flexible PTO and paid company holidays Medical, dental, vision, disability and life insurance 401K match

Position specifications:

1. Education and experience a. Required: i. Bachelor's degree or equivalent experience. ii. Knowledge of PC, server based, and desktop applications including spreadsheets, word-processing, and email. b. Preferred: i. Two years' experience as a Support Specialist or BSA. ii. Experience in the business area that is supported by this position. iii. Experience with system development. iv. Experience with procedural and technical writing skills.

2. Physical and mental functions and activities a. Must be able to facilitate group sessions. b. Must be able to work effectively within a project team and collaborate with peers. c. Must be able to work well under pressure with frequent interruptions and shifting priorities, including working on multiple projects concurrently. d. Must be able to independently plan, organize, and prioritize task assignments to ensure quality standards and deadlines are met. e. Must be able to consistently work with confidential material and maintain its confidentiality, along with sensitivity to employee and customer needs and data. f. Must have excellent verbal, written, and interpersonal communication skills. g. Must be able to communicate effectively, with both business and technical personnel. h. Must be able to express oneself, detect, perceive, observe, and assess information exchanged in a variety of communication methods. i. Must be able to demonstrate proficiency with computer applications.

3. Working conditions a. Work is performed primarily at a desk with extensive keyboard work in a stationary position. b. Workflow may fluctuate and work outside of a standard workweek may be required.

4. Contact with others: a. Internally with Ardon employees across multiple departments. b. Externally with various business partners and organizations.

Essential functions and activities:

1. Owns inventory and tracks all employees' physical hardware, including laptops, monitors, phones, keyboards, miceheadsets, and other computer peripherals.
2. Monitors and triages all IT support incidents and requests using our established IT support system. Evaluates and determines which IT staff employee, or team should be resolving the issues and escalating to appropriate supervisor as required.
3. Leads IT technical needs with the IT help desk.
4. Owns access management requests and quarterly audits.
5. Owns all logistics for configuring and delivering loaners or replacement computers to employees as needed.
6. Facilitates IT Change Control Coordinator responsibilities. This includes process and management of the change in conjunction with partnering with the IT change owners.
7. Compiles incident details and performs necessary coordination to publish ongoing stakeholder communication and updates.
8. Manages incident requests with external vendors for primary pharmacy applications and perform the necessary follow up to ensure resolutions are met in a timely manner.
9. Owns the creation, deployment, and updates of Ardon, Emerging and PeaceHealth SharePoint sites. Facilitates and leads all buildouts and updates.
10. Owns the training and documentation for securing our SharePoint sites, along with helping staff to navigate and use our sites.
11. Owns daily reports and performs upload processes per defined schedules, or as needed, in support of business operations.
12. Leads as a team member in short term stabilization efforts involving existing systems and processes such as Zendesk, SharePoint, Mail2Fax, Smartsheet.
13. Performs acceptance testing of enhancement, conversion, and supported systems.
14. Facilitates and leads the improvement of IT support practices.
15. Supports special projects and research as assigned.
16. Actively participates and provides support as needed to fellow leadership and quality program staff to ensure activities related to the company's quality management program and quality improvement activities maintain priority focus and are effectively executed.
17. Complies with the company's Human Resources policies, Employee Handbook, Code of Conduct, and all department policies and procedures, including protecting confidential company, employee, and customer information; attending work punctually and regularly; and adhering to good safety practices in all activities.
18. Performs other duties and responsibilities as assigned.

Additional/non-essential functions and activities:

• Performs or supports administrative tasks as needed.

Our ideal candidate has: Strong communication and interpersonal skills. Ability to effectively collaborate in a team setting. Proficiency in standard workplace software and/or information management applications. Prior experience working in a pharmacy or healthcare setting. Ability to navigate computer applications. Ability to work in a fast-paced environment. Knowledge of pharmacy benefit investigation, prior authorization support, and patient financial assistance connection. Prior experience working with physicians, nurses, or other healthcare professionals.

Ardon Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual identification or orientation, national origin, marital status, disability, veteran status, or any other status protected by law.