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Description
Level-2 Infrastructure Engineer ob Description: Technical Support Analyst at Healthcare management, Indiana Position Title: Technical Support Analyst Department: Information Technology Position Summary: The Technical Support Analyst has a vital role in managing and maintaining the companys IT infrastructure to support seamless operations and ensure system integrity. This position requires a deep understanding of IT systems, including Salesforce administration, SaaS platform management, and hands-on experience with IT hardware and data management. The ideal candidate will address daily IT tasks, resolve technical issues, and ensure that the IT infrastructure aligns with the strategic needs of the business. Key Responsibilities and Essential Duties: IT System Management: • SaaS Platform Oversight: Manage and optimize usage of SaaS platforms such as Salesforce, ensuring administration of SaaS applications meet departmental needs. • Hardware Support: Address hardware issues, manage setups, and perform regular system upgrades and maintenance. • Software Installation and Management: Oversee the installation, configuration, and updating of software applications, ensuring tools are available and functional for all users. Network and Security Management: • Network Support: Support staff on local area networking (LAN) issues, including VPN configurations, client specific connections and internet connectivity troubleshooting. • Security Protocols: Manage antivirus software, and monitor system security to prevent, detect, and resolve security threats. Technical Support and Troubleshooting: • Help Desk Operations: Manage the IT help desk within Atera, respond to tickets, and resolve issues related to software, hardware, and network. • User Support and Training: Provide support and guidance to users on core business applications, including troubleshooting and preventive maintenance, and onboarding new employees. • Support Opportunities: Collaborate with IT personnel to identify and support opportunities for process improvement. Project and Vendor Management: • Vendor Relations: Liaise with IT vendors and service providers to ensure adequate support and service level agreements. • Project Coordination: Lead IT projects, including system implementations and upgrades, coordinating with internal and external stakeholders to meet project timelines and objectives. Key Competencies: • Technical Proficiency: Strong understanding of IT systems, network management, and data security. • Problem-Solving: Ability to quickly diagnose and resolve technical issues. • Communication: Excellent verbal and written communication skills, capable of explaining technical details to non-technical staff. • Project Management: Skilled in managing IT projects with a focus on delivery, documentation, and detail. Key Skills: • IT Infrastructure Management • Data Security and Network Administration • Troubleshooting and Technical Support • Vendor and Project Management Required Expertise: • Proven experience in managing IT infrastructure within a healthcare setting is preferred. • Demonstrable skills in managing SaaS platforms, particularly Salesforce. • Strong background in IT support, hardware troubleshooting, and network security. • Proficient in systems diagnostics and troubleshooting hardware-related issues. Job Qualifications, Skills, Abilities Requirements: • Bachelors degree in Information Technology, Computer Science, or a related field. • Minimum of 3 years of experience in IT administration, with a focus on application management and user support. • Certifications in network security, systems administration, or related fields are highly desirable. Work Environment: • This role may require occasional travel to different company locations and the flexibility to handle urgent IT issues outside of standard business hours. Remote work options are available based on company policy and project needs. Physical Demands: • The position is mostly office-based but involves occasional physical activities like managing IT hardware setups and minor repairs. Top 5 skills and competencies that are crucial for success in this role: 1. Technical Proficiency: o Skill Details: This role must have a strong understanding of IT infrastructure, including hardware, software, and networks. This includes the ability to troubleshoot and resolve issues with these systems, ensuring they operate efficiently and effectively. 2. Problem-Solving Skills: o Skill Details: This role requires excellent analytical and problem-solving skills to diagnose and resolve IT issues quickly. Identification of root cause and documenting a sustainable solution within our wiki is paramount to scalable issue resolution. 3. Project Management: o Skill Details: The ability to manage projects is crucial, especially when implementing applications or upgrades. This includes planning, executing, and monitoring projects, ensuring they are completed in alignment with established timelines in Smartsheet. 4. Communication and Interpersonal Skills: o Skill Details: Effective communication is vital for this role, interactions with non-technical staff, providing support, and explaining concepts in an understandable manner. They also need to collaborate cross functionally and with external vendors. 5. Security and Compliance Knowledge: o Skill Details: With the increasing importance of data security, especially with patient health information, this role needs a thorough understanding of security protocols and compliance regulations. This includes managing firewalls, antivirus software, and other security measures to protect the companys data and systems. These skills and competencies ensure the Technical Support Analyst can manage the company's IT infrastructure effectively, support business operations, and protect sensitive information, aligning with the strategic goals of Healthcare Chaos Management.
