Address
Form of workDetailed List of Job Duties and Responsibilities:
Education and Certifications:
- 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
- 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:
- Active Directory/ Microsoft Azure
- Microsoft Windows 10
- Microsoft Server Operating Systems 2008 - 2016
- Local Area Networks (physical and logical)
- SCCM
- 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
- 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
