Job Description
Job Description
Minimum Requirements:
1. Ability to work independently and with a team. Associate’s degree or technical institute graduate / certificate or equivalent combination of education, certification and work experience
2. Three (3) or more years of hands on experience with knowledge of installing applications, hardware and troubleshooting techniques
3. Industry standard certifications (Microsoft, A+, Network+, VMWare, etc.) highly desired
4. Strong understanding of redundant, load balanced SDWan maintenance, support and troubleshooting
5. Fortigate, Fortinet and other firewall management skills highly desired
6. Microsoft desktop operating system, installation patching and support
7. Microsoft Office and Outlook, Microsoft 365 experience
8. Ability to communicate with and understand the needs of non-technical internal customers
9. Ability to troubleshoot a variety of software and hardware malfunctions with a willingness to learn new application on an as needed basis
10. Ability to remain calm, helpful and productive in all situations
11. Must be comfortable operating in a collaborative, shared leadership environment and be willing to mentor junior members of the team and members of the broader organization with an “excellence in training and customer service” attitude
12. Ability to participate in and facilitate group meetings
Essential Responsibilities and Duties:
1. Respond to Tier 2 Help Desk tickets in a timely manner while managing priority, project related tasks
2. Provide desk-side end-user Tier 2 support and problem troubleshooting for moderately complex issues to advanced issues for both hardware and desktop software; Escalate issues as appropriate when troubleshooting yields no results and / or based upon severity of issue
3. Work with 3rd party escalation support vendor to resolve problems unable to be otherwise corrected
4. Troubleshoot systems and applications to identify and correct malfunctions and other operational difficulties; Investigate user problems, identify their source, determine possible solutions, test and implement solutions
5. Install, configure, and maintain personal computers, data networks, Windows workstations, file servers, network cabling, and other related equipment, devices, and systems; add or upgrade and configure printers, scanners, connected medical devices and related equipment
6. Create and maintain comprehensive documentation for all installation/trouble-shooting and maintenance procedures
7. Participate in the testing, evaluation, deployment and training of new desktop packages and implement prototypes
8. Develop and conduct various training and instruction for system users on operating selected systems; assist users in maximizing use of networks and computing systems; Assist end-users to learn how to use software, feel comfortable working in a computing environment and encourage positive communication with technical staff
9. Establish and perform maintenance programs following company and vendor standards.
10. Ensure compliant operation of anti-virus, anti-malware and other cyber risk mitigation software on all devices throughout the network
11. Manage end user identity and access to various systems
12. Maintain confidentiality with regard to the information being processed, stored or accessed by the network
13. Assists in physical moves of computer equipment
14. Participates in on-call support rotation as specified by management
15. Maintain a working knowledge of applicable Federal, State, and local laws and regulations, CHC’s Integrity and Compliance Program, and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior
16. Performs other duties as assigned
Physical Requirements:
1. This position requires full range of body motion including handling and lifting computer equipment, manual and finger dexterity and eye-hand coordination.
2. Requires sitting, standing and walking for prolonged periods of time
3. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate forms and reports.