MNA-IT Support Core Responsibilities (50%)

• Working with the 3rd party MSP to manage corporate network systems, upgrades, monitoring and security.
• Responsible for the overall management of all telecom circuits including billing, contract renewal and service outages.
• Responsible for the successful startup of the IT equipment required in a new facility opening including, SD-WAN connectivity and data throughput, implementation of all IT hardware, peripherals, VoIP phones, management of 3rd party structured cabling, and complete support documentation.
• Serve as primary point of contact for all level 2 networking support requests, including updating and closing dispatched tickets.
• Onsite project support and upgrades will include travel to MN&A sites.
• Responsible to onboard / offboard IT related hardware, including mobile devices & peripherals.
• Responsible to manage IT hardware shipment, returns, repairs & related documentation.
• Assist in development and maintenance of IT training programs.

Network and Application Support (40%)

• Responsible for the planning and implementation of legacy network system and application upgrades.
• Identify, troubleshoot & resolve all Level 1 through Level 3 dispatched technical support requests.
• Participate and contribute to weekly team meetings (internal & external).
• Function as back-up point of contact between MN&A and related service providers / vendors.
• Manage network security and maintenance including operating systems and firmware upgrades.
• Document internal requests and problem resolutions through the Helpdesk ticketing system.
• Perform tests of new operating system releases and applications prior to a planned implementation.
• Assist with development of project plans and responsible for updating assigned tasks until complete.
• Implement and maintain system security utilizing reporting tools, routine maintenance, and network auditing.
• Comply with cyber security audits and other applicable policies.

Additional Duties (10%)

• During a state of emergency, will be declared an essential employee and may be required to stay on site at a designated location.
• Perform other related duties, as assigned.

• Bachelor's degree in Information Technology or related field and minimum of 5 years' experience supporting healthcare operations; or equivalent combination of education and experience.
• Experience managing cloud-based network security products including, Fortinet, Aruba, Silverpeak and Cisco Meraki.
• Industry standard IT certifications preferred.
• Excellent customer service and communication skills with internal/external customers and staff.
• Ability to adapt to shifting demands, priorities, and timelines.
• Aptitude for improving business processes and solving problems using IT technical solutions.
• Knowledge of various network protocols and operating systems, familiarity with networking security management and reporting, backup processes and disaster preparedness & recovery.
• Excellent customer service and communication skills with internal / external customers & coworkers.
• Demonstrated ability to multitask while working independently or collaboratively, ability to adapt to shifting demands, priorities, and timelines.
• Exceptional ability to handle confidential and sensitive information.
• Strong ability to identify potential issues and participate in their resolution.
• Aptitude for improving business processes and solving problems through the use IT technical solutions.
• Ability to simplify technical language for non-technical audiences during staff trainings & troubleshooting sessions.
• Computer literate and proficient skills in Microsoft Word, Excel, and Visio.
• Keen eye for detail and analytical skills.
• Able to manage many moving parts, project, and priorities simultaneously.
• Organizational & time-management skills, complete work within established timeframes.
• Ability to work independently and be self-motivated.
• Excellent verbal & written communication skills.
• Ability to report work orally or in writing to supervisor as required.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Comfort level with rapidly growing user base and focus on continuous improvement.
• Experience in behavioral healthcare industry preferred.