Computer/Network Support:
• Serve as one point of contact for technical support from end users across all PPCWNY/UHPP/PPNCNY locations, by categorizing and logging all relevant support calls into ticket tracking system; facilitates IT responses and communicates clearly to Regional Director of IT regarding solutions to issues, responses, organization of tickets and escalation and previous steps as needed. This applies to external vendors if need be.
• At the desktop level, provide hardware/software resolution in a timely, accurate and creative manner either via telephone, email, remote support software, and/or in person.
• Manages server operating systems on all network servers; typical tasks include installing, upgrading, and patching server operating systems following strict change management guidelines.
• Oversees Windows Server infrastructure and TCP/IP administration including Active Directory, Domain Controllers, DNS, DHCP, Terminal Services and Group Policy
• Configures and administers Microsoft Remote Desktop services and other virtual computing platforms.
• Manages network infrastructure LAN/WAN topologies and hardware including but not limited to proxy servers, switches, routers, and cabling.
• Installation and setup of new hardware/software and also perform routine maintenance/repairs on selected equipment. Works with external vendors to maintain and repair systems & equipment in a timely manner.
• Remains current with technological developments and makes recommendations on emerging technologies.
• Collaborates interdepartmentally regarding IT-related processes, policies and resources.
Administration:
• Documents and audits reports related, but not limited to, Active Directory, electronic health records (EHR), disabled/active users, and anti-virus logs/events on a monthly basis.
• Monitors and diagnoses issues related, but not limited to, system patching, firmware upgrades, hardware upgrades and backup/recovery jobs on a monthly basis.
• Adheres to internal controls, complies with Agency policies, participates in the enforcement of HIPAA, and maintains the highest standards of ethics and integrity.
• Maintains asset tracking and conducts routine audits of agency equipment.
• Develops training materials, procedures and/or trains end users in the proper use of hardware and software as needed Assists with the development, documentation, and operation of disaster recovery processes, procedures and technologies Provides or coordinates technical support and training to staff as needed.
• Upgrades, maintains, and/or monitors all network infrastructure hardware, firmware, and applicable software, including anti-virus versions.
• Assists in the installation and management of wireless networking and network security (e.g. including administering firewalls, managing host antivirus security, and implementing network and file permissions)
• Performs tier 2 & 3 troubleshooting, including server, network, and storage errors, splunk notifications, and abnormal traffic flows.
• Performs root cause analysis for service interruption and recovery.
• Performs other duties as needed or directed.
Education and Licensure
• Bachelor’s degree in Computer Science or a related field, or an equivalent combination of education and experience required
• Minimum of 5 years of experience in all areas of local and wide area network management to include system configuration, setup, troubleshooting planning, designing, implementation and user support; experience installing and supporting various Microsoft server technologies (Active Directory, Exchange, Terminal Service, Operating System, and Office); experience installing telecommunications equipment is required.
• Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), or Microsoft Certified IT Professional (MCITP) preferred.
• Palo Alto Panorama certification preferred.
• Ubiquiti Unifi certification preferred.
• Ability to work independently, prioritize, multi-task, meet deadlines and conduct research on a wide range of computing issues is essential.
• Excellent communication skills (verbal and written) are required.
• This position requires the ability to work a flexible schedule and to travel to multiple sites as needed.
• Must have a valid NYS driver’s license with access to transportation.
