IT Admin (Holyoke)

IT Administrator – Veterans Home Holyoke, MA (100% Onsite)
This position is required to report M-F to the site. This role is expected to perform infrequent after hours support as authorized and required.
Overview:
Seeking to hire an IT Administrator to join our collaborative enterprise IT team. This resource will serve in the role of IT liaison, providing customer service and end user support, issue tracking and remediation and focused support for operational and medical software and hardware in use at the Veterans Home, Holyoke. The end user support includes managing existing software, including vendor relationships, licenses and installation, troubleshooting and maintenance for non-standard software and hardware at the home. The incumbent will be responsible for documenting installation, inventory and maintenance, training and change management to support this software and hardware. This person will also contribute to the development of product documentation and participates in standardization efforts for software across the EOVS enterprise to effectively maintain a resource of standardized practices.
Detailed List of Duties and Responsibilities:

• Respond and resolve tickets/incidents related to customer support or updates
• Troubleshoot and resolve end user issues with connectivity, video conferencing, and collaboration software
• Assist end users with the configuration and activation of state issued mobile devices
• Assist staff with use and configuration of desktops/laptops/peripherals
• Communicate and/or escalate to the supervisor any IT issues or disruptions (planned or unplanned) to nonstandard/operations software and hardware to minimize user impact
• Establish inventory and manage vendor relationships, renewals, installation, licensing, and maintenance for software and hardware outside the standard support catalog
• Provide timely guidance, mentoring, and end user support/training for tools and software in general use at the location.
• Assist end users with collaboration software (Teams, Sharepoint, OneDrive) and video conferencing platforms

Qualifications: Preferred Knowledge, Skills & Abilities:

• Associate degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience
• 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, video conferencing) 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. ServiceNow 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:
  • Active Directory/ Microsoft Azure
  • Microsoft Windows 10
  • Microsoft Server Operating Systems 2008 - 2016
  • Bomgar (Remote Client Support Software)
  • Capabilities and limitations of computer hardware, Servers, PCs, Laptops, Printers & Peripherals
  • Basic IT security measures and requirements
  • Basic Networking knowledge and understanding
  • Basic Mobile Support – Apple iOS and Android.
• Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all activities