- Mac OS
- Microsoft Office
Reporting to the Director of IT, the Senior Service Desk Engineer manages delivery of IT services at the clinic level in a specific geographic region. The Senior Service Desk Engineer is responsible for ensuring that all facets of IT services are maintained and available according to SLA’s and clinic operating requirements. IT Services include, but are not limited to support of productivity applications, delivery of EMR and Imaging (PACS) applications, LAN/WAN connectivity, wireless connectivity (including corporate, guest, and BYOD networks), PCs, peripherals, PACS/network/print/file server environments at the center level, backups, security, and network/server closet environmental controls. The Senior Service Desk Engineer is responsible for the provisioning, installation/configuration, operation, and maintenance of these services to ensure the clinic staff and physician teams can effectively and continuously deliver a high quality of treatment to our patients.
This position requires up to 80% travel within the local region. Remaining time is spent on site at Business office location.
The Senior Service Desk Engineer requires a high degree of self-management and a solid level of continuous communication with the IT Leadership team through weekly or bi-weekly reports along with individual and team meetings.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Acts as primary point of contact for Clinic Operations Management on all IT issues for assigned sites.
Responds to IT incidents and requests via Service Desk Management system and according to published SLA’s.
Ensures all clinics meet and maintain IntraHealth Group IT Standards for network, workstation, peripheral, server, security, remote support, and environmental controls, and remediates as required.
Prepare, maintain, and adhere to procedures for logging, reporting, and monitoring systems, network, and environment changes.
Maintain successful system backups and immediately rectify failures as they occur.
Manage IT asset inventory at all centers within the region assigned.
Maintain targeted servers used in the treatment center environment including but not limited to Domain controllers, file/print servers, Hyper-V servers, mission critical software database and application servers, file servers/storage devices, backup servers and their associated operating systems and software.
Assist Networking team in all network improvements, upgrades, and repairs as needed or directed.
Collaborate with IT team members, management and clinical team members to create optimal network design topologies and configurations, define service levels, and aid in development of business continuity and disaster recovery plans.
Support acquisition and IT integration efforts of new clinics or practices including initial due diligence and integration planning and execution.
Attends meetings as required and participates on committees as needed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s degree (B.S.) or equivalent from four-year college technical school; minimum three years’ experience in desktop and server support required; experience in Microsoft server and Operating System products required.
Minimum certifications include A+ and/or ITIL v3 Foundations.
Microsoft Certifications (MCSE, MCSA) preferred.
Project Management Training (CAPM, PMP) are a plus.
Strong familiarity with network hardware such firewalls, routers, Layer 2 and Layer 3 switches
Ability to monitor and test network performance and provide network performance statistics or reports as requested.
Working technical knowledge of network devices and PC operating systems, including Windows 7-10, Windows Server 2008-2016, Cisco IOS, Mac OSX, iOS, Android.
Extensive application support experience with Microsoft Office Suite, Internet browsers, RDP, Terminal Services client environments.
Experience with and troubleshooting the following protocols, including, but not limited to: SMTP, SNMP, FTP, SSL, SSH, HTTP, HTTPS, Telnet, SFTP, DNS, RDP, TCP, UDP.
High level of understanding on Windows Active Directory, user permissions, security groups and Group Policies
Solid experience troubleshooting server performance issues
Understanding of the organization’s IT goals and objectives.
Working knowledge of HIPAA, HITECH data privacy practices and laws.
Must be able to travel between local work locations 80% of the time.
On-call availability for 14 days per month.