To provide high-level support for day-to-day PC operations, production operations support, systems and telecommunications support. Support and lead all help desk functions with PC troubleshooting, performing software updates and maintaining the inventory of PC’s and network systems hardware. Serve as the primary and second level escalation point for desktop, VoIP, A/V, and connectivity support to internal customers/ end-users. Supports IT Operations efforts in the building with implementation, testing, and deployment of new servers, and software, systems, network, and security changes. Primary operations support to production environment, maintains necessary skills related to production support, and functions as on call support as required. Learns advanced operations procedures and troubleshooting techniques from Director of Network Operations and documents them.

Level I/II Service Desk Support:

• Serves as tier I/II support tech for all PC and phone issues, provides prompt support to end-users on PC, phone, A/V, connectivity, and other application issues.
• Fields incoming help requests from end-users via service desk, telephone, and email in a courteous manner.
• Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Under the direction of the System Administrators and/or senior IT staff:
• Coordinates and performs Active Directory User Management. Performs AD User and OU moves, adds, and changes.
• Performs Exchange Mailbox & Distribution List creation, deletion, archival, functionality, and security tasks.
• Performs Windows File/Folder level security tasks. 
• Sets up and supports company-issued and BYOD mobility devices (iPads, smartphones, tablets, laptops, etc.).
• Performs mobility device management tasks via Maas 360 in accordance with PHC security and compliance policies.
• Sets up and supports Virtual Desktops in VMWare and Citrix Desktop Director.
• Sets up and supports teleworker deployments and systems.
• Maintains strong knowledge of the PHC VoIP telecommunication infrastructure. Creates phones, accounts, ACD lines, runs reports, monitors phone system performance, escalates issues related to phone system to external vendor and gets them fixed. Able to restart the telephone system components in the correct order promptly. Creates and maintains the documentation necessary for the phone system changes and upkeep.
• Researches software for IT and other departments.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Documents all operations procedures related to daily operations, telephone systems, and network, and updates the documentation as changes occur. Assists in documenting network and systems policies and procedures.

SECONDARY DUTIES AND RESPONSIBILITIES

• Periodically works with IT staff on assigned projects.
• Serves as back-up to the Report Administrator responsible for running various routine HP jobs, reports, and check runs.
• Periodically provides additional support for A/V conferences and set-up.
• Available by cell phone to assist in coordination of IT outages 24 hours a day/ 7 days a week.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$34.79 - $43.48

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform.  The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.