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DETAILED LIST OF JOB DUTIES AND RESPONSIBILTIES: (but not limited to)

• 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

QUALIFICATIONS: Preferred Knowledge, Skills & Abilities:

• Three (3) years of IT support or help desk related experience (field, desktop, mobile, etc.) working in a healthcare or hospital setting
• Three (3) 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
• Proficient 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, Skype, SharePoint, OneDrive, Intune, Teams, Azure AD, MFA authenticator and VPN
• Working knowledge and hands-on experience with the following skillsets:
  • Microsoft Windows 10/11
  • Active Directory/Azure
  • Server Operating Systems 2008 - 2019
  • Local Area Networks (physical and logical)
  • SCCM/Intune
  • SCCM
  • Capabilities and limitations of computer hardware, Servers, PCs, Laptops, Printers & Peripherals
  • Basic 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. The incumbent will be driving their own vehicle for job related purpose to agency supported sites.

Education and Certifications:

• Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience
• Microsoft certifications is desirable, but not required