Posting Details
This position serves as Systems Administrator for the Northeast Region (Region 2) of the Service Management Bureau (SMB) in the Information Technology Services Division (ITSD) for the Department of Health (DOH).
Interviews are anticipated to be conducted within two weeks of closing date.
Why does the job exist?
Bureau of Health and Emergency Management team. This position is also responsible for maintaining networking hardware and assist the Networking Team for operability of all state Public Health Offices, Vital Records Offices, and Public Health Facilities in the Region. Infrastructure maintained by this staff facilitates BHEM, EMS, PHD pharmacy. As Level 2 support, this position is responsible for the timely and satisfactory resolution of customer service requests that have been escalated beyond Level 1 support. Support is provided to customers in-person, and via telephone, email, a self-service portal, and using remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests as well as in person visits when needed. This position is expected to work within a Service Management Platform, accepting, documenting, and completing tasks that are assigned to their service area. This position resolves service requests including network outages and computer failures and conducts receiving, maintenance, and recycling of equipment inventory. This position installs, configures, and maintains software on workstations, and network infrastructure components. In the event that the BHEM Operations Center is activated, this position will provide support as needed outside of regular business hours. This position is expected to participate as a team member on enterprise-level technical projects, accepting tasks and providing relevant results. This position supports systems that serve the programs that NM residents are dependent upon.
How does it get done?
This position is a member of the DOH Level 2 Support Staff and is responsible for resolution of tasks escalated to Level 2 from the DOH Service Desk and/or Level 1 Support Staff. This position's main concentration will be BHEM/EMS/PHD pharmacy support but may be tasked with other DOH Region needs as well. Tasks include IT customer service incidents and service requests, computer and network hardware and infrastructure receiving, deployment, maintenance, repair, and recycling; participation in technical projects including evaluating, upgrading, and implementing software and hardware systems; and emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner. This position is responsible for prioritizing multiple incidents based on customer impact and severity. Multi-tasking is required to perform actions in an optimized order to accomplish many tasks at once and achieve an overall successful rate of task resolution. This position is responsible for investigating the cause of each incident, evaluating the possible solutions, and selecting the appropriate course of resolution.
Who are the customers?
This position supports Department of Health employees, contractors, and partners.
Ideal Candidate
This position supports Department of Health employees, contractors, and partners.
Minimum Qualification
Bachelor's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in systems administration. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling six (6) years may substitute for the required education and experience.
Employment Requirements
Driver's license required. Training course for defensive driving certification will be provided. Current defensive driving certificate must be maintained as a condition of employment for this position.
Working Conditions
Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive phone and personal computer usage. Direct client interaction and some travel may be required. Must be able to operate a motor vehicle.
Working in cramped positions in server rooms and under customer workstations installing hardware multiple times a day can be physically difficult. Meeting customer demands in time-sensitive situations can cause stress and test the professionalism of the individual. Managing multiple high-priority issues at different locations can require the individual to perform at a consistently high level of energy for extended periods of time. Use of a state vehicle will be required for travel to Region office sites. This position requires extensive physical activity on a daily basis, including long periods of visual acuity in front of a computer screen, standing while performing manually strenuous tasks, listening to input from customers via telephone while working on a computer, and repetitive stooping, crouching, kneeling, and bending, while lifting, grasping, and manipulating computer hardware. Must be able to lift 25 lbs. Support of computer hardware that may be located overhead or in cramped, poorly ventilated locations is required.
Supplemental Information
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Agency Contact Information: Jeff Acker,
[email protected], Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.
