IT Site Administrator at Rose International

Required Education:
• Associate degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience

Preferred Skills/Knowledge/Abilities:
• 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

Overview:
• 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
• 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.
• Responsible for documenting installation, inventory and maintenance, training and change management to support this software and hardware.
• Also contribute to the development of product documentation and participates in standardization efforts for software.

Detailed List of Duties and Responsibilities:
Asset Management:
• Maintain inventories of all Client’s IT assets
• Implement Client’s 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
• 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 Client’s security policies and practices to ensure the safety and privacy of data, its clients, and its resources

Benefits:

For information and details on employment benefits offered with this position, please visit here .Should you have any questions / concerns, please contact our HR Department via our secure website .

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender(expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law.Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).