IT Site Administrator

Our client is seeking to hire a consultative IT Site Administrator to join their collaborative IT Service Management (ITSM) team. The ITSM group is responsible for all desktop, voice, and server support. The desktop support includes managing LAN operations at Site, software and hardware installations, inventory control, second level training, etc. The IT Site Administrator will be mainly responsible in providing desktop, network support 24/7 critical care facility in the MA hospital system. The incumbent will always provide secure and timely support throughout business hours and company standards and practices. This person will also serve as a mentor and participate in the development of the documentation of servers, infrastructure, and practices by providing communications to effectively maintain a resource of standardized practices.

This role is expected to perform after hours support as authorized and required. Intermittent travel (20% - 25%) to various state sites within the 24x7 region as needed or requested.

Requirements

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

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:
• 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