JOB TITLE: IT Site Admin
JOB LOCATION: Chelsea MA
WAGE RANGE*: 40-42
JOB NUMBER: Client-25-1060-ITD00-ITD00-109426

REQUIRED EXPERIENCE:

Technical & Desktop Support:

Provide user friendly, on-hand support to users in multiple locations
Inform customers on the status of their requests and ensure customer satisfaction
Handle tickets effectively within timeframes outlined in service level objectives
Assist Telecom with movement of IP phones as required
Act as the contact person for office wiring/cable installations
Assist with:
- Local backup and restore process to include swapping tapes, restoring files, and transfer of media
- Troubleshooting and resolving Network issues
- Monitoring and maintaining the health and integrity of the network
- Local backup and restore process
- Site 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 tablets
Perform system analysis and troubleshooting functions as they relate to the LAN/WAN infrastructure
Install 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 support
Perform timely response and support during scheduled and authorized non-business hours
Clearly communicate and/or escalate any IT operations issues or disruptions (planned or unplanned) to minimize user impact
Assist with creating and maintaining all policies, procedures, and best practices
Complete all activities within EOTSS 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 experience
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, video conferencing) setting for communication
Understanding 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 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. 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 VPN
Working knowledge and hands-on experience with the following skillsets:
Active Directory/ Microsoft Azure

Microsoft Windows 10
Microsoft Server Operating Systems 2008 - 2016
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
Basic Mobile Support - Apple iOS and Android.

JOB DESCRIPTION

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 office in 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 EOTSS IT assets
Implement EOTSS IT enterprise images for PC's (Desktop/Laptop)
Install operating systems and software; patch systems and protect against viruses/malware
Deploy, Install, configure, and troubleshoot hardware (desktop/laptops); utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgrades
Assist with creating and maintaining all policies, procedures, and best practices.

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.