Senior IS Support Specialist (Help Desk)

Under limited supervision within a centralized IS support environment, the Senior IS Support Specialist provides advanced technical support and problem resolution for hardware and software issues across Pinehurst Medical Clinic systems. This position serves as a senior technical resource for the help desk team, assisting with complex troubleshooting, system implementations, and escalated support requests while maintaining high standards of customer service and operational reliability. The role may also assist in mentoring junior staff and contributing to process improvements within the Information Systems department.

• Ability to read, analyze, and interpret common technical journals. Ability to analyze, diagnose and rectify diverse computer hardware and software problems. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to apply advanced mathematical concepts in regard to computer and software systems. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to provide technical assistance and comprehensive problem resolution to end users. Ability to install and configure computer systems, hardware, and peripherals.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. Ability to communicate effectively in a help desk environment, both orally and in writing.
• Ability to work independently or with indirect supervision.
• Advanced troubleshooting and problem-solving skills across Windows systems, applications, and network connectivity.
• Ability to handle escalated technical issues and high-impact incidents.
• Experience with system deployment and hardware lifecycle management.
• Ability to mentor junior support staff and contribute to knowledge base development.
• Strong analytical, documentation, and organizational skills.
• Provides guidance and mentoring to junior IS support staff.
• Assists in developing support procedures, documentation, and knowledge base resources.
• Participate in training initiatives and onboarding of new IT staff., * High School Diploma or GED Required., * Associate degree in Computer Science/ Technology or a related field preferred
• 5+ years of experience in IT support, help desk, or desktop support roles.
• Demonstrated experience troubleshooting complex hardware, software, networking, and system integration issues.
• Experience supporting enterprise environments preferred.
• Healthcare IT experience is a plus.

PMC is a recognized healthcare provider in the communities of Moore County, Lee County, Cumberland County, Chatham County, and the surrounding six counties. Locally owned and managed, PMC offers a broad range of primary and specialty care services to the communities we serve. The physicians and healthcare team of professionals at PMC share a commitment to patient-centered care that is physician-led and utilizes the latest advances in medical technology. This combination of leading-edge medicine and deep compassion for the people we serve has been a hallmark of PMC since 1952. PMC consists of over 130 providers, approximately 750 employees, and 16 locations.