SCCMHA JOB VACANCY ANNOUNCEMENT
Systems & Desktop Support Administrator
Pay Range: $77,808.64 - $97,194.29 annually
GENERAL STATEMENT OF DUTIES:
This position works in a structured team environment and has responsibilities unique to the teams they belong to. These teams have Primary, Secondary and Supporting members. It is required that the Primary and Secondary members of these Teams be aware of the status of all projects and major initiatives with enough knowledge to discuss with the Chief Information Officer and others at the time of the inquiry. All Primary and Secondary members of the Team must discuss, vet, and agree upon any changes to processes, procedures, standards, equipment, and infrastructure that relate to the responsibilities of the team. All changes must follow a change control process which includes scope and risk analysis, team and peer review, contingency and backup planning, pre-deployment testing and validation, implementation, testing, and documentation in the change control log. Root cause analysis will be performed for all process, network and system failures or disruptions and corrective actions will be put in place. All members of the team will be proactive by constantly looking for innovative techniques and technologies that will improve the effectiveness, efficiency, longevity, and sustainability in all areas of responsibility. Primary members must act as the lead on all projects, tasks, and initiatives with the full involvement of the Secondary members. Primary members will act as mentors whose goal is to assist all Secondary members with becoming a SME (Subject Matter Expert) in all aspects within the team. Supporting members of the team will assist the Primary and Secondary members within their areas of expertise to fulfill the responsibilities of the team.
This position will be knowledgeable about and actively support culturally competent recovery-based practices; person centered planning as a shared decision-making process with the individual, who defines his/her life goals and is assisted in developing a unique path toward those goals; and a trauma informed culture of safety to aid persons served in the recovery process.
ESSENTIAL DUTIES AND RESPONSIBLITIES:
Staff Member within the Information Technology Department
1. Applies and maintains identity and role-based security in all SCCMHA's Information Systems including business applications, databases, online services, hosted environments, external applications, and all other information technologies in which the position is either partially or fully responsible for the administration of the security.
2. Assist CIO office in developing, investigating, and providing required documentation for accreditations, reviews, audits, reports, and plans.
3. Designs and follows change control procedures for migrating development work from development to live instances for the SCCMHA business applications.
4. Develops and implements new systems and procedures to provide more efficient and effective use of the applications, and ensures that users have the proper equipment, training, and forms available to operate successfully.
5. Develops, implements, maintains, and produces tasks, standards, plans, policies, and procedures for organization-wide and departmental use.
6. Monitors activation and deactivation lists from Human Resources for direction on activating and deactivating user accounts within all agency systems.
7. Serves as liaison with third-party IT companies and vendors for application issues, questions, quotes, proposals, and technical support.
8. Continuously investigates and vets new technologies to make recommendations to upgrade, modify, implement, and roll out as needed.
9. Creates, maintains, coordinates, performs, and fully supports a complete backup infrastructure for all on-premises systems, hosted services, SAAS, and other third-party systems.
10. Ensures that the entire SCCMHA's Network, server and Information Systems infrastructure is state-of-the-art, up to date, uses the most current technologies and is functioning at peak performance.
11. Ensures that the SCCMHA Information System and documentation requirements fulfills the minimum requirements of various regulatory and accrediting bodies and assists the Chief Information Officer with these and the documentation requirements.
12. Trains users in how to use the system including modifications of the system as they are implemented.
13. Ensures that Zero Trust and Least Privilege Principles are followed at all times.
Primary Member of the IT Systems and Desktop Support Team
1. Administrator of the VOIP Telephone System (MXIE, Zac, and Zultys) for set-up and support.
2. Analyzes system user needs and requests; design changes based on analysis of information developed in working with user. Coordinates the design specifications with hardware and/or software consultants and/or contractors and assists with the testing of system changes for proper operation.
3. Contact person for all vendor relations including ITI, CDW-G, Verizon, Spectrum, Deepfreeze, Screenfluence, and Applied Imaging.
4. Evaluates and implements the needs of all conference rooms for standardization of equipment.
5. Installs and maintains all copier and scanner technologies and works with the vendor (Applied Imaging) to support all leased printers, fax machines, and multifunction devices.
6. Investigates, vets, recommends, implements, trains, and supports a secure eFaxing system.
7. Maintains the TiVo services and all television systems.
8. Manages the locations of the LAN data drops within all the agency supported buildings.
9. Manages and implements replenishment and replacement plans for desktops and workstations.
10. In-house instructor for class-based software trainings and trains users in how to use the system including modifications of the system as they are implemented.
11. Provides routine maintenance, troubleshooting and issue resolution of all desktop computer equipment and software.
12. Responsible for all the physical environment, hardware, and training needs during the on-boarding and off-boarding of staff.
13. Sets-up computer equipment and other business machines, installs software for users, and troubleshoots user operating problems.
14. Trains, provides technical support, analyzes problems, and develops proposed solutions for SCCMHA staff for desktop computers and software.
Secondary Member of the IT HelpDesk Team
1. Assists with maintaining a database of HelpDesk requests and resolutions for a systematic and efficient approach to problem resolution.
2. Assists with routine troubleshooting of the Management Information System components by working with administrative and clinical professionals to design solutions to problems or identifying fixes for errors.
3. Assists with system administration procedures such as setting up Network accounts, executing access to Network drive folders after proper request channels are complete, and limiting access to data and functions based upon properly approved security levels, etc.
4. At the discretion of the Chief Information Officer, may need to provide on-call job duties for after-hour support coverage.
5. Develops and implements standards and procedures used within Information Technologies and Systems.
6. Develops, maintains, and updates Information Technology and systems documentation and procedures.
7. Discusses problems with system users, provides assistance and makes it easier for the users to utilize all information technologies and systems.
8. Documents HelpDesk and other Information Technology tasks and procedures sufficiently to be understood and usable by all members of the IT/IS teams and supervisory staff.
9. Fields HelpDesk calls, grants user access to the Network and enforces compliance of Information Systems policies and procedures.
10. Investigates system malfunctions in determining whether a problem is hardware or software related and takes necessary steps to solve problems in coordination with all other members of the IT, IS and BI Teams as well as external hardware and software consultants and contractors.
11. Serves as secondary HelpDesk support person for receiving, triaging, and distributing helpdesk support calls, emails, and tickets.
12. Tier 1 Application Support for: DOXY, ZOOM Pro, Teams, Office365, and Sentri.
13. Troubleshoots Network connectivity issues and serves as secondary or tertiary support for routine Network administration, server maintenance, or database administration tasks.
Member of the BI Information Systems Team
1. Supports the Zoom Pro audio/video conferencing platform and is responsible for the training of staff, user issue resolution, and system setup.
2. Creates documentation needed for IS deliverables as needed and ensures the deliverables are appropriately distributed to the organization and external parties.
3. Develops expertise in the use of the SCCMHA Enterprise business applications.
4. Provides regular training for staff on the SCCMHA Enterprise business applications. Provides new user training as part of staff orientation process.
5. Responsible for the discovery, vetting, planning, implementing, and supporting of telemedicine technologies including the support of the current platform, DOXY.ME. Must work in tandem with desktop support to ensure all audio and video technologies are available and configured properly to allow for excellent persons served and provider telemedicine experience.
6. Responsible for understanding federal and state regulations for health information systems and applying those requirements in a comprehensive information management plan that adheres to industry best practice guidelines.
7. Assesses the quality of Information Systems (IS) department deliverables and coordinate implementation among departments.
8. Utilizes integration opportunities with Office365's suite and Sentri EHR when vetting products to enhance the usability of the agency's information systems.
9. Video Conferencing System administration and support.
10. Monitors emerging trends in messaging technology and makes recommendations for how to apply new messaging technology at SCCMHA.
Primary Member of the IT Inventory Management Team
1. Analyzes mobile communication needs, specifies, procures, trains, and implements such systems.
2. Assists with the appropriate disposal of retired components in Information Systems such as desktop PCs, printers, etc.
3. Builds custom, automatic deployment and upgrade software packages in LanSweeper.
4. Creates and maintains all "images" for agency workstations.
5. Maintains computer hardware inventory, managing the inventory database, granting user access to the Network, and enforcing compliance of Information Systems policies and procedures.
6. Maintains organized storage locations for all IT equipment including but not limited to monitors, desktop computers, laptops, tablets, iPhones, iPads, computer bags, mice, keyboards, cables, docking stations, and misc.
7. Maintains the databases of SCCMHA software licenses and hardware equipment and equipment and software that is not currently in use while ensuring that records are current as to the location of all SCCMHA data processing equipment and software both within the Hancock location and at remote or contracted facilities. Serves as primary support and maintenance for the IS inventory database application.
8. Procures, allocates, trains, and supports all SCCMHA hotspots and evaluates usage and recommends decommissioning or continued use.
9. Procures, installs Mobile Device Management Systems (MDMS), sets up, allocates, trains, and supports all SCCMHA mobile phones and iPads and evaluates usage and recommends decommissioning or continued use.
10. Supports the DME Persons Served Device Program by procuring, installing Mobile Device Management Systems (MDMS), setting up, allocating, training, and supporting iPads that are provided to persons served authorized as DME for telehealth and therapy purposes.
11. Supports the TECH and TECH+ Persons Served Device Programs by procuring, installing Mobile Device Management Systems (MDMS), setting up, allocating, training, and supporting iPads that are both checked in/out of departments for persons served use as well as provided directly to persons served for telehealth use. Performs regular audits to assist the clinical departments in determining the appropriateness of persons served continued use of the devices as defined by the eligibility criteria of the department.
12. Utilizes either ReqLogic or a SCCMA credit card to order IT equipment including but not limited to, monitors, desktop computers, laptops, tablets, iPhones, iPads, computer bags, mice, keyboards, cables, docking stations, and misc.
13. Utilizes the Mobile Device Management Systems (MDMS) to remotely install applications on all agency mobile devices.
Secondary Members of the Information and Network Security Team
1. Perform and reinforce participation in training and simulations for network security.
2. Develops & Supports Information Security Plans and Policies.
INCIDENTAL DUTIES AND RESPONSIBILITES:
1. Assists the Chief Information Officer with policy and procedure writing.
2. At the discretion of the CIO, may be an indirect report to other agency directors for specific tasks as assigned.
3. Attends mandated SCCMHA regulatory staff training.
4. Attends meetings both in-person and remotely; presents to groups, facilitates meetings, creates agendas, maintains minutes, and performs needed project management tasks.
5. Attends meetings, seminars, workshops, and community events related to the public mental health mission and training sessions to maintain or upgrade current knowledge and skills required by this position and to maintain professional proficiency.
6. Communicates project or work status to the Chief Information Officer and other department leaders regularly as appropriate.
7. May be required to commute to other SCCMHA facilities and business partners and vendor locations, when necessary, to investigate and resolve problems, implement new systems, train staff, etc.
8. May represent SCCMHA on state or regional committees and workgroups.
9. May serve as a member of various community committees, which promote the general goals of SCCMHA.
10. Must react productively and positively to change and handle other essential tasks as assigned.
11. Perform other duties as assigned by the Chief Information Officer.
12. Reads journals, periodicals, and research subjects on the Internet to increase job related knowledge and further professional and talent advancement.
13. Serves in a team setting approach by backing up other department personnel in their duties when needed.
14. Works closely with and coordinates efforts with all other agency staff and leadership as needed.
15. Works closely with and coordinates efforts with all Quality, Compliance, Business Intelligence, and Information Technology staff.
(The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this classification. They are not intended to be construed as an exhaustive list of all duties and responsibilities required of personnel so classified.)
REPORTING RELATIONSHIPS:
Reports to: Supervisor of Information Technology or the Chief Information Officer & Chief Quality and Compliance Officer
Supervises: None
WORKING CONDITIONS/ENVIRONMENT:
1. Daily exposure in all other department areas while working with staff at their workstation locations.
2. Danger of electrical shock when installing or repairing computers and requires lifting/moving heavy computer equipment.
3. It is not unusual to work varied and extra hours to complete assignments to meet deadlines.
4. Performs on-call job duties for after-hours support coverage at the discretion of the Chief Information Officer.
5. Occasional exposure to persons served with potential for disruptive, aggressive behavior and communicable diseases.
6. Occasionally drives personal automobile on agency business to offsite facilities or meetings, sometimes in bad weather.
7. Works at workstation using keyboard and viewing computer screen for long periods.
8. Works in a typical professional office environment with pressures of time constraints, multiple projects, priorities, and numerous interruptions from telephone calls and walk-ins.
9. Knowledge of electricity and wiring diagrams when installing equipment.
QUALIFICATIONS:
Education: Bachelor’s degree in Computer Science, Computer Information Systems, Database Administration, Database Analysis, Networking Administration, Business Administration, Applied Science, or another closely related field. A combination of skills, education, certifications, and experience, which meets organizational needs, may be considered.
Experience: Ten (10) years experience in most of the Primary Member essential duties and responsibilities listed above preferred.
Licenses and Certifications: Must possess or acquire within 2 years and maintain; a minimum of two industry standard certifications that are applicable to position and approved by the CIO. These may include CISCO (CCNP, CCNA), Microsoft (MSCE, MCSA), ISC (CISSP, CCSP, SSCP), GIAC (GISF, GSEC), Network+, Security+, CySa+, Microsoft 365 Certified, Enterprise Administrator Expert, Office365 System Administrator. Valid Michigan Driver’s license with good driving record.
Knowledge, Skills, and Abilities:
1. Ability to lead and manage moderately complex projects.
2. Experience and demonstrated competency in use of Microsoft Office (Access, Excel, etc.).
3. Excellent complex problem solving and critical thinking skills.
4. Solid troubleshooting and communication skills.
5. Ability to demonstrate exceptional customer service skills in working with other staff, contractors, and vendors.
6. Ability to train and assist others.
7. Strong knowledge and expertise of HelpDesk practices and inventory tracking.
8. Knowledge of mental health services is desirable but not required.
9. Knowledge of personal computers, client/server computer systems, and Windows based software applications, including Microsoft Access, Word, and Excel. Publisher and Project desirable but not required.
10. Ability to communicate network and security issues to peers and management.
11. Direct experience with anti-virus software, intrusion detection, firewalls, and content filtering.
12. Some knowledge of disaster recovery, computer forensic tools, technologies, and methods.
13. Professional experience in a system administration role supporting multiple platforms and applications.
14. Ability to exercise mature judgment and maintain strict confidentiality.
15. Ability to maintain favorable interpersonal working relationships and positive public relations.
16. Ability to plan and organize work, perform tasks consistently and adhere to priorities.
17. Ability to produce accurate and comprehensive work products with minimal direction.
18. Ability to provide small group leadership or management.
19. Professional level verbal and written communication skills.
20. Knowledge of software applications for behavioral health provider management and managed care preferred but not required.
21. Good analytical, problem-solving skills.
Physical/Mental Requirements:
1. Ability to handle stress in meeting deadlines and dealing with large numbers of employees and/or persons served.
2. Ability to lift boxes and equipment weighing up to 30 pounds; carry climb, stoop, bend, walk, stand, and sit for extended periods of time.
3. Ability to plan short and long range and to manage and schedule time.
4. Hearing acuity to converse in person and on telephone.
5. Manual to write and to operate standard office equipment (PC, Keyboard, Copy Machine, Fax Machine, etc.)
6. Mental capacity to think independently, follow instruction and use judgment.
7. Strong interpersonal skills to interact with leadership, employees, persons served, and the public.
8. Visual Acuity to read and proofread documents.
(Listed qualifications are for guidance in filling this position. Any combination of education and experience that provides the necessary knowledge, skills, and abilities will be considered; however, mandatory licensing or certification requirements cannot be waived. Physical/mental requirements cannot be waived unless specifically indicated.)
