Job Title: IT Site Administrator
Duration: 08 Months contract (With Possible Renewal)
Hours per Week: 37.5
Location: Chelsea, MA 02150 - Onsite
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.
Detailed List of Duties and Responsibilities:
Asset Management:
- Maintain inventories of all IT assets
- Implement 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.
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 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.
- Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all activities
- Valid driver's license with clean driving record and access to a vehicle
