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
Minimum Requirements
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