LOCATION: Remote – This is a home based, virtual position that operates Monday-Friday from 8:30am-5:00pm EST. Vaya Health welcomes applications from NC, SC, GA, TN, VA, MD, and FL.
GENERAL STATEMENT OF JOB
The Infrastructure Administrator I will be responsible for providing direct technical support customers and the systems administration of a variety of IT infrastructure initiatives to include endpoint hardware (user systems), software/applications, client operating systems and enpoint security. This candidate will report to the Infrastructure Operations Manager.
Note: This position requires access to and use of confidential healthcare information or protected health information (PHI) as described in laws addressing patient confidentiality, including, but not limited to, the federal HIPAA law, the Confidentiality of Alcohol and Substance Abuse Patient Records law, 42 CFR Part 2, and various state laws. As such, the individual filling this position shall be required to be trained regarding such laws and shall be required to observe those laws in his/her capacity as an employee of Vaya Health. The individual filling this position shall also sign a confidentiality statement as an employee of Vaya Health.
ESSENTIAL JOB FUNCTIONS
Customer Service:
- Provide direct end user technical support to staff, contractors, and visitors through hands on (local) or remote support as needed.
- Participate in troubleshooting network outages or performance issues.
- Provide support for enterprise, office, communication, collaboration, network, and other applications to end-users or the Help Desk.
- Provide support for all information security related issues and policies.
- Respond to support requests within the appropriate Service Level Agreement.
- Perform detailed assessment of support requests prior to escalation. This shall include user information, computer/device information, description of issue, indication of ability to replicate issue and a list of troubleshooting steps taken prior to escalation.
- Utilize current help desk application to enter, track, update and maintain all user support requests (tickets). Follow established SOP’s when communicating with staff and when escalating or resolving tickets.
- Participate in 24x7 on-call rotation.
Operational Processes:
- Implement and build device images using Microsoft MDT
- Administration Mobile Device Management (Intune)
- Support Active Directory, DNS, and DHCP.
- Monitor all installed systems and infrastructure for the organization to ensure the highest level of availability.
- Install, configure, and support device operating systems, application software, and management tools.
- Administration and support of data protection system for end point devices.
- Support and administration duties for Microsoft O365.
- Manage warranty and support activities with vendors.
- Interface with support staff, business owners and external customers on technical requests and incidents.
- Act as an escalation point person for Service Desk analysts.
- Perform high-level root-cause analysis for service interruption recovery and creating preventive measures.
- Plans and implements system automation as required for better efficiency.
- Expected to help create and follow processes, set and maintain standards, and meet expected SLA’s.
- Monitor and manage incident and request queues.
- Provide after-hours on-call support as required.
- Develop and implement technical solutions based on infrastructure strategy
- Oversee the development and installation of new hardware and software.
- Install and configure operating systems and other software and routinely test installed software for glitch detection and other issues.
- Perform other duties or projects, as assigned by the Infrastructure Operations Manager or other ISD Leadership.
Projects:
- Effectively manage time and priorities.
- Build and set up computer networks by physically installing, connecting, and configuring equipment.
- Install and configure network software, including security software and protections.
- Deliver projects on schedule and communicate issues with teammates and MIS leadership proactively.
- Provide recommendations and designs, coordinate planning across multiple teams, and execute well-planned improvements.
KNOWLEDGE OF JOB
- Strong troubleshooting and problem-solving skills.
- Microsoft Intune deployment experience
- Microsoft 365 experience (Exchange Online, Hybrid AD, Teams, and OneDrive).
- Knowledge of Windows Server and administration of Active Directory, DNS, and DHCP.
- Understanding of TCP/IP and network troubleshooting.
- Ability to manage timelines and meet tight deadlines.
- Detail-oriented with excellent oral and written communication skills.
- Manage and prioritize multiple tasks.
- Excellent interpersonal skills needed to work with various levels of technical and managerial staff members.
- Self-motivated, constructive, and positive attitude.
- Strong documentation skills with the ability to present data in a consistent and clear manner.
EDUCATION & EXPERIENCE REQUIREMENTS
High school diploma or GED required.
- Minimum of 3 years of experience with Production Windows Enterprise Environments.
- Microsoft certification(s) or related experience in the field
PHYSICAL REQUIREMENTS
- Close visual acuity to perform activities such as preparation and analysis of documents; viewing a computer terminal; and extensive reading.
- Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists and fingers.
- Sedentary work with lifting requirements up to 10 pounds, sitting for extended periods of time.
- Mental concentration is required in all aspects of work.
RESIDENCY REQUIREMENT: The person in this position must live in NC, SC, GA, TN, VA, MD, or FL.
SALARY: Depending on qualifications & experience of candidate. This position is exempt and is not eligible for overtime compensation.
DEADLINE FOR APPLICATION: Open until filled
APPLY: Vaya Health accepts online applications in our Career Center, please visit https://www.vayahealth.com/about/careers/.
Vaya Health is an equal opportunity employer.
