Mindlance
IT Site Administrator
Mindlance, Chelsea, Massachusetts, us, 02150
Job Description:
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, Chelsea. 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:
Asset Management:Maintain inventories of all Client's IT assetsImplement Client's IT enterprise images for PC's (Desktop/Laptop)Install operating systems and software; patch systems and protect against viruses/malwareDeploy, Install, configure, and troubleshoot hardware (desktop/laptops); utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgradesAssist with creating and maintaining all policies, procedures, and best practices.Technical & Desktop Support:
Provide user friendly, on-hand support to users in multiple locationsInform customers on the status of their requests and ensure customer satisfactionHandle tickets effectively within timeframes outlined in service level objectivesAssist Telecom with movement of IP phones as requiredAct as the contact person for office wiring/cable installationsAssist with:
Local backup and restore process to include swapping tapes, restoring files, and transfer of mediaTroubleshooting and resolving Network issuesMonitoring and maintaining the health and integrity of the networkLocal backup and restore processSite specific projects as related to network infrastructure & server support
Install, configure, and support state issued mobile devices and other tech devices such as iPads and tabletsPerform system analysis and troubleshooting functions as they relate to the LAN/WAN infrastructureInstall and maintain communication connections between workstations, printers, etc.Assist in server installation/maintenance and act as liaison between vendors and third level support for LAN/WAN peripherals such as switches, routers, modems, hubs etc.Administration Support/Workflow:
Work collaboratively with internal and external groups to improve overall customer service and supportPerform timely response and support during scheduled and authorized non-business hoursClearly communicate and/or escalate any IT operations issues or disruptions (planned or unplanned) to minimize user impactAssist with creating and maintaining all policies, procedures, and best practicesComplete all activities within Client's security policies and practices to ensure the safety and privacy of data, its clients, and its resources.Qualifications: Preferred Knowledge, Skills & Abilities:
Associate degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience5 years of IT support or help desk related experience (field, desktop, mobile, etc.) working in a healthcare or hospital setting5 years of relevant experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, video conferencing) setting for communicationUnderstanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.Strong knowledge of network technologies involving Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN).Experience facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiencesExcellent ability to work independently on job responsibilitiesExperience 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 VPNWorking knowledge and hands-on experience with the following skillsets:Active Directory/ Microsoft AzureMicrosoft Windows 10Microsoft Server Operating Systems 2008 - 2016Bomgar (Remote Client Support Software)Capabilities and limitations of computer hardware, Servers, PCs, Laptops, Printers & PeripheralsBasic IT security measures and requirementsBasic Networking knowledge and understandingBasic Mobile Support - Apple iOS and Android.Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all activitiesValid driver's license with clean driving record and access to a vehicle
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
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, Chelsea. 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:
Asset Management:Maintain inventories of all Client's IT assetsImplement Client's IT enterprise images for PC's (Desktop/Laptop)Install operating systems and software; patch systems and protect against viruses/malwareDeploy, Install, configure, and troubleshoot hardware (desktop/laptops); utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgradesAssist with creating and maintaining all policies, procedures, and best practices.Technical & Desktop Support:
Provide user friendly, on-hand support to users in multiple locationsInform customers on the status of their requests and ensure customer satisfactionHandle tickets effectively within timeframes outlined in service level objectivesAssist Telecom with movement of IP phones as requiredAct as the contact person for office wiring/cable installationsAssist with:
Local backup and restore process to include swapping tapes, restoring files, and transfer of mediaTroubleshooting and resolving Network issuesMonitoring and maintaining the health and integrity of the networkLocal backup and restore processSite specific projects as related to network infrastructure & server support
Install, configure, and support state issued mobile devices and other tech devices such as iPads and tabletsPerform system analysis and troubleshooting functions as they relate to the LAN/WAN infrastructureInstall and maintain communication connections between workstations, printers, etc.Assist in server installation/maintenance and act as liaison between vendors and third level support for LAN/WAN peripherals such as switches, routers, modems, hubs etc.Administration Support/Workflow:
Work collaboratively with internal and external groups to improve overall customer service and supportPerform timely response and support during scheduled and authorized non-business hoursClearly communicate and/or escalate any IT operations issues or disruptions (planned or unplanned) to minimize user impactAssist with creating and maintaining all policies, procedures, and best practicesComplete all activities within Client's security policies and practices to ensure the safety and privacy of data, its clients, and its resources.Qualifications: Preferred Knowledge, Skills & Abilities:
Associate degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience5 years of IT support or help desk related experience (field, desktop, mobile, etc.) working in a healthcare or hospital setting5 years of relevant experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, video conferencing) setting for communicationUnderstanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.Strong knowledge of network technologies involving Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN).Experience facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiencesExcellent ability to work independently on job responsibilitiesExperience 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 VPNWorking knowledge and hands-on experience with the following skillsets:Active Directory/ Microsoft AzureMicrosoft Windows 10Microsoft Server Operating Systems 2008 - 2016Bomgar (Remote Client Support Software)Capabilities and limitations of computer hardware, Servers, PCs, Laptops, Printers & PeripheralsBasic IT security measures and requirementsBasic Networking knowledge and understandingBasic Mobile Support - Apple iOS and Android.Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all activitiesValid driver's license with clean driving record and access to a vehicle
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."