IT Services Network Engineer - Care Advantage Inc. Corporate

Company Summary:

Care Advantage is a home care company that specializes in one-on-one quality personal care and companionship in the home, hospital, nursing home or rehabilitation center. We tailor make care plans that works for our clients whether transitioning from the hospital to home or companionship for a few hours a day. Our staff is comprised of individuals who care about the patients we serve and the services we deliver. Care Advantage is here to give families and facilities peace of mind and to provide affordable nursing help with whatever is needed, whenever it is needed.

Job Summary:

The IT Services Engineer is under the direct supervision and direction of IT Sr. Director. The IT Services Engineer helps to coordinate the day-to-day support of the IT Help Desk by completing own assigned tickets, and helping to ensure other staff tickets are progressing in a timely manner. The IT Services Engineer is also an escalation point for helpdesk tickets from other staff. The IT Services Engineer works to ensure collaboration with all departments to provide quick resolution of IT concerns. The IT Services Engineer is also able to assist in M&A, as well as Organic projects across branches. This position adheres to all Federal, State, Local and Company policies and regulations. This position promotes and supports the Company's core values of Compassion, a positive Attitude, Respect and Excellence.

Essential Job Responsibilities:

• Provide advanced helpdesk support and resolve problems to the end user's satisfaction.
• Provide senior helpdesk staff guidance for proper procedures and best practices.
• Fortinet NSE 4 certification within 90 days of hire.
• Assist in WAN, LAN, Wi-Fi, Firewall, Switch troubleshooting and deployment.
• Assists in engineering out various specifications for project quotes and scopes.
• Helps deploy computers, firewalls, and other IT equipment.
• Growing knowledge across all CAI technical platforms & 24/7/365 On-Call Availability.
• MSFT O365 and Entra/Azure management experience.
• Timely completion of support tickets within ConnectWise.
• Assist in deployments, configurations, M&A and other branch-onsite projects.
• Assists in the testing, configurations & deployment of Cyber Defense Applications.
• Can implement MFA and BitLocker onsite & offsite at M&A locations.
• Assist in leading helpdesk tracking software to ensure ticket QA, documentation, and workflows follow best practices.
• Document internal procedures, best practices & standard operating procedures.
• Ensure deployment QA throughout the work process.
• Install, test, and configure new workstations, peripheral equipment, and software.
• Maintain inventory of all assets; equipment, software, and software licenses.
• Report issues to IT Director for escalation.
• Assist in managing Azure server stack and Active Directory Administration.
• Assist in procurement procedures and documentation.

Requirements:

• Must possess an active Virginia driver's license.

• Understanding & Working Knowledge of Cyber-Security Defense Applications.
• Networking Telephony Experience especially with GoTo Connect.
• Ability to quickly gain advanced knowledge of Care Advantage networks and processes.
• Working knowledge of Microsoft Office, Active Directory, general networking, and an ability to quickly gain familiarity with EMR systems.

• Ability to triage IT tickets based on severity without oversight.
• Able to train new hires in proper procedures and practices; especially networking.
• Comfortable working collaboratively with key operational team members.
• Ability to cover After-Hours Support Tickets as needed on various nights & weekends.
• Ability guide IT Specialists to complete tickets and workflows within best practices.
• Communicate effectively, both verbally and in writing, with all levels of the organization.
• Able to travel regionally on an occasional basis including overnight hotel stays.