Job Description
Responsibilities:
* Respond and resolve tickets/incidents related to customer support or updates
* Support, trouble shoot and configure remote access to assist network users with connectivity to HHS network from non-magnet connections
* Troubleshoot and resolve network issues/infrastructure
* Configure and maintain backup and restore process to include swapping tapes, restoring files, and transfer of media
* Install, configure, and support state issued mobile devices
* Review server event logs daily to ensure optimal performance and identify potential issues
* Implementation of EOHHS IT enterprise images for Desktops/Laptops
* Manage the upgrade of hardware & software as needed; including new Anti-Virus, Operating System patches, or other mandated software upgrades
* Communicate and/or escalate to the supervisor any IT operations issues or disruptions (planned or unplanned) to minimize user impact
* Assist Telecom with movement of IP phones and other groups with installation/ movement of assets
* Utilize Network Administrative Tools to manage the network and ensure efficiency of system resources
* Maintain disaster recovery package for servers and build/restore servers
* Manage site specific network infrastructure & server support projects; leading meetings to ensure resources are maximized
Required Skills & Experience
Preferred Knowledge, Skills & Abilities:
* 5 years of IT support or help desk related experience (field, desktop, mobile, etc.) working in a healthcare or hospital setting
* 5 years of relevant experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, WebEx) setting for communication
* Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiences
* Excellent ability to work independently on job responsibilities
* Experience with at least one ticketing system with the ability to take notes and record all interactions and steps taken with the users. CA Service Desk Manager preferred.
* Functional knowledge of Microsoft Office, Exchange and O365 products such as Outlook, Word, Excel, PowerPoint, Access, SharePoint, OneDrive, Intune, Teams, Azure AD, MFA authenticator and VPN
* Working knowledge and hands-on experience with the following skillsets:
o Active Directory
o Microsoft Windows 7 and 10
o Server Operating Systems 2008 - 2012
o Local Area Networks (physical and logical)
o SCCM
o Bomgar
o Capabilities and limitations of computer hardware, Servers, PCs, Laptops, Printers & Peripherals
o Basic security measures and requirements
o Basic Networking knowledge and understanding
o Mobile Support -- Apple iOS and Android.
* Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all EOHHS activities
* Valid driver's license with clean driving record and access to a vehicle
Education and Certifications:
* Associate degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience
* Microsoft certifications is desirable, but not required
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.