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At Stamford Health, we believe that every patient deserves compassionate, personalized, person centered care. This commitment guides how we care for patients, support their care partners, and promote the wellbeing of our staff. In alignment with our Planetree philosophy, the individual in this role will foster a respectful, collaborative environment that honors the needs, values, and preferences of every person we serve and the colleagues we partner with. 

The End User Support Specialist serves as an advanced technical resource within the End User Support team. The primary focus of this role is Identity and Access Management (IAM), including Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365 licensing, and Microsoft 365 mailbox administration. In addition, this role provides remote and onsite Field Service Engineering (FSE) support, including end-user hardware and software installation, configuration, maintenance, and support. This role is expected to consistently deliver high-quality technical services while providing an exceptional end-user experience.

MAJOR ACCOUNTABILITIES / CRITICAL RESPONSIBILITIES:

• Serve as the primary escalation point for enterprise account provisioning, modification, and deprovisioning.
• Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD).
• Provision and administer Microsoft 365 mailboxes.
• Assign, modify, and manage Microsoft 365 licenses and service entitlements.
• Apply and validate role-based access control (RBAC) and security group memberships. 
• Coordinate provisioning and deprovisioning of associated mailboxes, licenses, devices, and access rights.
• Troubleshoot and resolve authentication, authorization, mailbox access, licensing, and entitlement issues.
• Ensure compliance with security, privacy, HIPAA, and internal data protection requirements.
• Maintain and enhance automation scripts and workflows (e.g., PowerShell) to improve efficiency.
• Participate in periodic access reviews, audits, and compliance activities.
• Collaborate with Infrastructure, Security, and Application teams to resolve cross-platform identity and access issues.
• Analyze service metrics and recommend process improvements to enhance service quality and operational efficiency.
• Serve as the senior escalation point for complex hardware, software, and network issues while providing Tier II onsite and remote technical support.
• Troubleshoot hardware, software, desktops, laptops, printers, scanners, Workstations on Wheels (WOWs), and other related peripherals.
• Deliver high-touch, white-glove technical support to physicians, clinicians, executives, and other key stakeholders. 
• Manage incidents, service requests, end-user device deployments, moves, relocations, installations, and cable management in accordance with established Service Level Agreements (SLAs).  
• Perform other duties and special projects as assigned.

COMPETENCIES AND WORK EXPERIENCE REQUIREMENTS:

• Demonstrate a strong commitment to customer service, technical proficiency, and the ability to work effectively in a fast-paced healthcare environment. 

• Minimum of 2-3 years of hands-on experience in IT support, service desk, or Identity and Access Management (IAM).

• Hands-on experience with Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365 licensing, mailbox administration, and account lifecycle management.

• Experience working with IT ticketing systems and approval-based provisioning workflows.

• Advanced knowledge of Windows operating systems, Exchange Online, Microsoft 365, mobile device management (MDM), and networking fundamentals.

• Experience supporting end-user devices, desktop technologies, and application integration. 

• Strong documentation, analytical, troubleshooting, and problem-solving skills.

• Proficiency with PowerShell or other automation tools preferred.

• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users. 

• Demonstrate professionalism, integrity, accountability, and sound judgement while maintaining the confidentiality of employee and patient information.

• Support Stamford Health System's Mission, Vision, Values, and Person-Centered Care philosophy. 

EDUCATION REQUIREMENTS (INCLUDE LICENSE, REGISTRATION, CERTIFICATION):

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

As a Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent to improve our workforce and support our mission, to that end we offer:

• Competitive salary
• Comprehensive, low-cost health insurance plans (including GLP-1 coverage options) available day one
• Wellness programs
• Paid Time Off accruals
• Tax deferred annuity and (403b) pension plan
• Tuition reimbursement
• Free on-site parking and train station shuttle
• Childcare partnership with Children's Learning Center