Job Summary
The IT Support Specialist works closely with the IT team to provide IT service and assistance to EMSMC employees, remote users, business partners, clients, and vendors.
Major Responsibilities/Activities
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Support the department regarding related IT activities and current departmental projects.
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Responsible for provisioning and deprovisioning user accounts in Active Directory and other applications at EMS|MC, managing access to company data and resources.
- Supports a mostly remote workforce, troubleshooting VPN, Security and connectivity issues.
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Responsible for the procurement, deployment and recovery of computer equipment for all employees.
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Maintain in-depth knowledge of all EMS|MC developed applications and IT-related processes.
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Supports the Systems Engineering and Information Security teams with projects as needed.
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Performs software updates and patching, and assist on larger infrastructure projects as needed.
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Work with Information Security to assist with phishing campaigns, end-user security training, IDS security alerts, and other security projects as needed.
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Resolve user-reported problems that have been escalated by other staff using available tools and following procedures and policies.
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Act as a liaison between clients and internal staff to ensure accurate problem interpretation. Maintain communications with both parties during the problem resolution process.
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Monitor and maintain hardware and software applications, including workstation operating systems, antivirus, and all business-related applications.
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Set up new hardware, software, and user access accounts in accordance with company standards.
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Escalate problems and/or concerns to appropriate management in a timely manner.
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Participate in providing users with additional knowledge through planned classes, lunch/learns, etc.
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Conduct all job tasks and duties in accordance with company compliance policies and applicable government regulations.
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Perform other duties as assigned.
Required Education, Skills, & Experience
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Minimum of 1-2 years of relevant IT support or Help Desk experience.
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Experience with Microsoft Server 2016 or higher and Microsoft Office365 Admin Center.
- Experience with Windows Active Directory Management/Group Policies.
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Ability to learn, understand, and work within specific client requirements.
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Willing and able to adapt to changes in a work environment, procedures, priorities, and job duties.
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Willing and able to expand work hours to meet business needs, sometimes with little or no notice. This includes participation in the on-call rotation.
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Excellent customer service skills with strong verbal and written communication skills.
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Ability to function well within a cross-functional team setting and independently.
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Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.
Preferred Education, Skills, & Experience
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Citrix (XenApp) and Remote Desktop Services.
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One or more of the following IT certification (A+, Network+, MCP, CCENT, VCP).
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Understanding of network switching, VLANs and routing.
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VMware server management (4.1/5.5).
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Storage Management, iSCSI, Fibre Channel.
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Working knowledge of HIPAA regulations, Medicare, Medicaid, insurance, liability, and tertiary payment methods.
Working Environment
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The office environment is a controlled indoor setting with minimal exposure to adverse conditions.
- Noise levels in the office are typically moderate and consistent with a standard office setting.
- For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours.
- A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset.
Physical Requirements
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Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.
- Communication: frequent and prolonged periods of speaking, listening, reading, and writing.
- Fine motor skills: frequent use of hands for typing and operating a computer mouse.
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Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.
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Travel: must be able to travel occasionally to attend required company meetings.
