PIPER SHORES

Are you an IT professional who thrives on connection, problem-solving, and making a meaningful impact each day? Join our growing in-person IT team at our Continuing Care Retirement Community, where technology meets compassion. This newly created position is ideal for someone who not only understands systems and infrastructure, but also enjoys working directly with residents and team members to support their daily experience. In this role, you’ll bring patience, curiosity, and technical expertise to a community that values innovation, collaboration, and human interaction.

The IT Service Delivery Specialist supports and manages technology systems to deliver timely and quality service, and to coordinate IT infrastructure maintenance and project implementation. Under the supervision of the IT Director, the IT Service Delivery Specialist that systems are secure, reliable, and responsive to the needs of residents, staff, and leadership. This position plays a key role in supporting the adoption of new technology in the community through effective change management.

Essential Job Duties:

• Support innovation and the adoption of technology that enhances engagement, staff effectiveness, and resident satisfaction.
• Collaborate across departments to successfully integrate new technology into the community.

• Manage and support IT-related projects, including hardware upgrades, software deployments, and process improvements.

• Implement quality assurance and process management improvements to ensure IT services are delivered efficiently and effectively; ensure IT services and systems meet the expectations of residents and staff.

• Provide tier-two technical support to employees and residents; resolve complex issues escalated from the help desk or vendors.

• Oversee daily IT operations including servers, networks, user accounts and software applications

• Ensure the performance, reliability, and security of all technology systems across the community.

• Monitor system performance and proactively identify opportunities for improvement.

• Coordinate with external IT vendors and service providers for maintenance, installations, and troubleshooting.

• Ensure positive and successful outcomes for all staff and resident IT requests.

• Monitor vendor performance and report issues to the IT Director.

• Support the IT Director in maintaining cybersecurity policies, monitoring network security, and managing user access controls.

• Assist with business continuity and disaster recovery planning efforts by verifying backup integrity, monitoring system redundancy, and testing contingency plans.

• Develop and deliver basic training for staff on new technology platforms, software feature upgrades, and cybersecurity, and technology best practices.

• Support configuration management by assisting with patch management, system updates, and planning for end-of-service-life deadlines.

• Ensure compliance with HIPAA, CMS, and other regulatory standards and assist with compliance audits and security initiatives.

• Serves as department leader in the absence of the IT Director

Qualifications:

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, Networking, Project Management or related field; or equivalent combination of education and hands-on experience.

• 2–3 years of IT support or operations experience in enterprise or multi-user environments.
• 2-3 years leading technology initiatives in an educational environment preferred.

• -experience in healthcare, senior living, non-profit, or a service-oriented environment preferred.

• Working knowledge of Windows Server, Microsoft 365, Enterprise HRIS and EHR systems.

• Administration experience with networking infrastructure such as switches, firewalls, and wireless access systems.

• Experience in developing project timelines, identifying key deliverables and completing projects within budget and calendar constraints.

• Experience implementing and supporting enterprise business applications and IT systems.

• Experience developing and implementing process improvement and quality assurance programs to improve service delivery.

• Strong interpersonal and customer service skills with the ability to support a diverse user base, including older adults.

• Strong problem-solving acumen and the ability to complex technical issues in a timely and efficient manner.

• Excellent communication skills and technical writing: ability to communicate technical concepts to non-technical stakeholders; document issues and instructional materials in Piper Shores’ IT knowledgebase.