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 / infrastructureConfigure and maintain backup and restore process to include swapping tapes, restoring files, and transferof media
Install, configure, and support state issued mobile devicesReview server event logs daily to ensure optimal performance and identify potential issuesImplementation of EOHHS IT enterprise images for Desktops / LaptopsManage the upgrade of hardware & software as needed; including new Anti-Virus, Operating Systempatches, or other mandated software upgrades
Communicate and / or escalate to the supervisor any IT operations issues or disruptions (planned orunplanned) to minimize user impact
Assist Telecom with movement of IP phones and other groups with installation / movement of assetsUtilize Network Administrative Tools to manage the network and ensure efficiency of system resourcesMaintain disaster recovery package for servers and build / restore serversManage site specific network infrastructure & server support projects; leading meetings to ensure resourcesare maximized
Preferred Knowledge, Skills & Abilities :
5 years of IT support or help desk related experience (field, desktop, mobile, etc.) working in a healthcare orhospital setting
5 years of relevant experience working in a collaborative, customer service focused environment that used amulti-channel (email, chat, phone, WebEx) setting for communication
Excellent communication and writing skills with the ability to clearly communicate technical concepts toboth technical and non-technical audiences
Excellent ability to work independently on job responsibilitiesExperience with at least one ticketing system with the ability to take notes and record all interactions andsteps 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
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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 guidelinesgoverning all EOHHS activities
Valid driver's license with clean driving record and access to a vehicleEducation 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 requiredor ITIL certification (Expert or Master).
