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- • Serve as part of a Team of analysts who provide remote support for the clinical end user technology and applications
- • Ensure proactive and reactive software and hardware maintenance is performed
- • Ensure process, procedure and policy development, maintenance, and compliance to ensure efficient operations
- • Serve as a member of a rotation team, providing 24/7 on-call first contact resolution for the teams that are supported
- • Collaborate with other IT organizational teams in support of enterprise-wide goals
- • Follow processes to lead, manage and monitor all aspects of upgrading, repairing, and replacing a server in the client's clinic environment
- • Perform basic remote Windows server administration activities using remote desktops and proprietary tools.
- • Diagnose and resolve hardware, software and basic network connectivity problems including technologies such as DNS, WINS, DHCP, Client, SMTP, LDAP, SNMP.
- • Utilize strong knowledge and familiarity with Microsoft SQL Server technology including start/stop services, move databases and an ability to diagnose and resolve database related issues.
- • Work with vendors and partners to remediate issues and restore service when required
- • Ability to color in the lines
- • 2-3 years of System Administration and Troubleshooting experience
- • Minimum 2 years in a customer service function, supporting non-technical customers in a technical environment
- • Proficient with Windows Server 2008/2012
- • Proficient with Client Server technologies including Client SIM, Client ILO, and Client/UX
- • Proficient with remote administration and provisioning
- • Proficient with Microsoft SQL Server2005 and 2008
- • Any PowerShell scripting experience is a plus
- • PowerShell scripting is not a must have but is a nice to have
- • Needs to be at least be familiar with running PS scripts
- • Network Configurations (DNS / WINS / DHCP / Client / SMTP / LDAP)
- • Working knowledge with Unix/Linux/AIX technologies
- • Security (Encryption / Certificates / IPSec / TLS / Policies)
- • Proficient with Microsoft Office tools, Excel, Word, and PowerPoint
- • Ability to assist customers remotely over the phone using remote control software
- • Demonstrated ability to manage multiple tasks, meet deadlines, and adjust priorities appropriately in an evolving work environment with shifting time frames; self-starter with high degree of initiative, urgency, and follow through
- • Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position
- • Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively
- • Ability to speak both in technical lingo as well as in layman's terms
- • Demonstrated ability to work well with cross-functional groups
- • Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at all levels of the company
- • Approachable and open
- • Demonstrated professionalism and courtesy in responding to phone calls and emails
- • Ability to assist customers remotely over the phone using remote control software or in person
- • Demonstrated ability to work in a team, facilitate effective team interactions, and to foster a positive work environment; willingness to assist teammates in order to achieve departmental goals
- • Strong analytical skills with the ability to seek underlying assumptions through probing, questioning, and listening
- • Demonstrated strengths in organizational, attention-to-detail, reasoning, critical thinking, and problem solving skills
- • Demonstrated ability to manage multiple tasks, meet deadlines, and adjust priorities appropriately in an evolving work environment with shifting time frames; self-starter with high degree of initiative, urgency, and follow through