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JOB SUMMARY:

The Information Systems and Support Administrator is responsible for managing agency server systems and server related software to ensure high availability and security of the supported business applications. Also responsible for mentoring and contributing to technical Help desk support team to provide excellent customer service and resolve all technical issues.

ESSENTIAL FUNCTIONS:

• Install and set up Windows systems and servers to include physical, virtual, and cloud based. Maintain Windows Active Directory Structure and Group Policies. Conduct system maintenance activities, review error logs, and investigate user-reported errors to identify stable and reliable solutions. Monitor systems performance to reduce interruptions and server crashes. Develop and deploy proactive solutions to ensure system stability and usability across the organization. Test and evaluate new hardware and software for possible use by Agency.
• Mentor or Supervise Help Desk staff in the day-to-day performance of their jobs. Contribute to delivery of quality technical support for clients, as well as oversee the work of Help Desk staff. Ensure the help desk staff uses the required tools and software to identify, document, track, and resolve reported problems. Plan, prioritize, and schedule help desk activities to ensure maximum issue resolutions in minimum time.
• Assist Help Desk Technicians and motivate them and work with them to fix the issue This involves continually training Help Desk Technicians to ensure their work exhibits consistent quality. Monitor for trends to diagnose root cause and provide solutions to staff
• Maintain system security and identifies vulnerabilities within the Agency’s data systems. This may involve review of user permissions, service pack and patch reviews, and other technology related audits. Facilitates and oversees server-related services performed by outside vendors to ensure HIPAA compliance, and continued security of Agency equipment and systems. Educates Agency staff of current security trends and best practices.
• Through structured, documented testing, ensure the system can be quickly recovered after a crash or other outage and supports data confidentiality, integrity, and availability by ensuring that vital information is not lost during an outage. Perform system backups according to Agency standards.
• Responsible for providing the technical support unable to be completed by the Help Desk Support Technicians. This may involve critical issues or assist during a high volume of incidents. May include giving in-person, hands-on support to end users.
• Maintains documented inventory of Agency technology equipment for security purposes as well as for developing long-range planning for hardware/software updates, upgrades, and replacements.
• In collaboration with supervisor, develop policies and procedures related to Data and Technology Resources systems and security, to include related regulatory and legal requirements regarding health care systems. Provides feedback to other Data and Technology Resources technicians and Agency staff identified through evaluating and troubleshooting end user issues.

QUALIFICATIONS:

• Extensive experience in managing an Active Directory domain, VMWare, Exchange, and network troubleshooting required.
• In-depth knowledge of PC hardware, desktop and server operating systems.
• Ability to collect, organize, and manage data.
• Proven analytical and problem-solving skills and abilities.
• Excellent oral and written communication skills.
• Interpersonal skills, with a focus on leadership, active listening, teamwork, dependability, flexibility, and questioning skills.