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Job Information

Consulate Health Care IT Systems Administrator in Maitland, Florida

Job ID 81190
Position Location US-FL-Maitland
Facility Name Consulate Health Care - Maitland
Job Category Information Technology
Position Location : Street 800 Concourse Parkway South
Position Location : Zip 32751
Position Status FT is 35+ HOURS WK

Job Overview

Purpose of your Job Position

As a Consulate Health Care employee, you are entrusted with the responsibility of carrying out your daily tasks and assigned duties while demonstrating Consulate’s Core Values of Compassion, Honesty, Integrity, Respect and Passion. You are expected to provide innovative, responsible results with the creation and implementation of new ideas and concepts that continually improve systems and processes to achieve superior results. The primary purpose of the position is to serve as a senior level technician and escalation point inside the Service Desk and as a final escalation for endpoint devices in the consulate IT environment.

Job Functions

As IT Systems Administrator, you are delegated the administrative authority, responsibility, and accountability necessary for carrying out your assigned duties. Responsible for serving as the primary functional administrator of the ServiceNow ITSM tool suite as well as all enterprise desktop infrastructure, including patch management and software deployment. This position will build, maintain, and administer system images, work on special projects as a technical expert resource, and provide hands-on support to team members and customers. This position will provide direction and execution of metrics and department strategy. This position is a non-supervisory function. This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time, for any reason.

Duties and Responsibilities

  • Manage internal IT projects as well as customer improvement projects and delegate tasks to team members as appropriate; follow-up as appropriate to ensure timely completion of requirements. Serve as technical subject matter expert for projects.

  • Configure, maintain, support, design, develop, and enhance operational functions for company’s ITSM through programming, technical administration, release deployment, and process design.

  • Receives high level technical escalations from service desk analysts and resolves issues with minimal assistance or escalation.

  • Build, test, maintain, deploy and update library of desktop images for the organization utilizing industry standard deployment tools.

  • Troubleshoot and manage switches and routers to assure connectivity to IT resources, which includes opening/closing ports, clearing/removing port security, changing VLANs, troubleshooting backup modems, and tracing ports.

  • Works with the rest of IT and the customer base to enhance service desk tools and functionality, communicating with all stakeholders of changes to the functions and processes.

  • Coordinate major incidents, assuring support teams, vendors, customers, and IT leadership are informed of major incidents and updates or restoration of services.

  • Interact and coordinate with vendors as required on SOWs, projects, or in regards to escalated troubleshooting as required.

  • Set up phone access and queues for all new team members. Manage ACD phone queue priorities and make changes and recommendations to workflow for enhanced service.

  • Managing incidents and requests for applications, technical systems, antivirus administration, and AD management tasks.

  • Management and maintenance of device patching and software deployments, including administration of software version compliance. Also managing and maintaining thin client fleet images, functions, and patching.

  • Responsible for vulnerability remediation as discovered by security scan and identification tools.

  • Responsible for software evaluation, testing, planning, and management for all deployed software.

  • Review and monitor system logs and connectivity monitoring software to assure network system resources (servers, network circuits, etc.) are available to users. Resolving issues to assure availability of services and resources.

  • Participate in proactive team efforts to achieve departmental and company goals.

  • Provide leadership to others by exhibiting high quality work, professionalism in the role, and sharing of knowledge/skill.

  • Must be collaborative with internal as well as external partners and other organizations, providing results and recommendations for projects and programs associated with changes to operations.

  • Sound understanding of tools including, but not limited to, ServiceNow, SCCM, SCEP, MDT, MBAM, WDM, Nessus, Proxy, IPCC, IP Communicator, and Cisco Finesse, or relevant knowledge related to equivalent industry tools.

  • Perform all other business-related duties as assigned.

Education/Experience Requirements

  • Bachelor’s degree from a four-year college or university; or three years related experience and/or training; or an equivalent combination of education and experience.

  • 2 industry recognized IT certifications (A+, MCP/MCITP, etc.), or equivalent combination of formal education and work experience.

  • ITIL Foundations and/or ServiceNow certifications preferred.

  • HDI certification (Team Lead, KCS, Analyst, etc.) and/or familiarity with HDI practices preferred.

  • 3-5 years of Technical troubleshooting experience.

  • Experience communicating technical information to both technical and non-technical personnel.

  • Ample experience with current Service Desk tools and ticketing / issue tracking ITSM systems.

  • High Proficiency in MS Office applications, (e.g. Word, Excel, Outlook, etc).

  • Experience with remote connection and support tools, (e.g. GoToAssist, SCCM, DameWare, RDC, etc).

Specific Requirements

  • Excellent interpersonal and leadership skills.

  • Excellent verbal and written skills required to accurately convey program and project statuses, as well as direction and strategic initiatives in a non-technical manner to senior management and staff.

  • Strong planning, strategizing, managing and monitoring skills are required to effectively manage through times of ambiguity

  • Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents.

  • Ability to respond to common inquires or complaints from customers, regulatory agencies or members of the business community.

  • Ability to effectively present information to top management, public groups and/or boards of directors.

  • Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

  • Proficient personal computer skills to include electronic mail, record keeping, routine database activity, word processing, spreadsheet applications, graphics, etc.

  • Ability to conduct research into systems issues and products as required.

  • Ability to communicate ideas in both technical and user-friendly language.

  • Highly self-motivated and directed, with keen attention to detail.

  • Proven analytical and creative problem-solving abilities.

  • Able to prioritize and execute tasks in a high-pressure environment.

  • Ability to prioritize, organize and delegate assignments.

  • Excellent orientation to highest quality customer service.

  • Ability to work in a team-oriented, collaborative environment.

Working Conditions

• Works in office areas.

• Minimal overnight travel (up to 10%) by land and/or air.

• Participates in an on-call rotation that provides 24x7x365 support of all systems.

• Moves intermittently during working hours.

• Is subject to frequent interruptions.

• Works beyond normal working hours, weekends and holidays and on other shifts/positions as necessary.

• Is subject to call back during emergency conditions (e.g., severe weather, evacuation, post-disaster, etc.).

• Attends and participates in continuing educational programs.

• Communicates with nursing personnel and other department personnel.

• Additional working hours as required.

• Sitting for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

• Physically able to participate in sessions, presentations, and meetings.