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State of Massachusetts IT Site Administrator in Boston, Massachusetts

The Massachusetts Executive Office of Health and Human Services (EOHHS) is the largest secretariat in MA state government, comprised of 16 agencies with over 20,000 employees statewide. EOHHS services directly touch the lives of slightly more than 1 in 4 residents in the Commonwealth — some of our most vulnerable children, youth, adults, and elders. EOHHS provides access to medical and behavioral health care, substance misuse treatment, long term services and support, and nutritional and financial benefits to those with low incomes. We connect elders, individuals with disabilities, and veterans with employment opportunities, housing, and supportive services. We steer troubled youth towards a more successful path and do everything possible to keep children in our child welfare system safe. We support individuals who are developmentally disabled, mentally ill, blind, deaf, or hard of hearing. EOHHS is seeking to hire anIT Site Administratorto join our collaborative EOHHS IT Service Management (ITSM) team. The EOHHS ITSM team is responsible for all desktop, voice, and server support within EOHHS while providing excellent customer service and support. TheIT Site Administratorwill be responsible for providing secure and timely network and desktop support including managing on-site LAN operations, software and hardware installations, inventory control, and Tier 2 support to 24/7 critical care facilities in the Massachusetts hospital system. The incumbent will be the primary point of contact for office wiring and cable installations and will also participate in mentorship and the development of documentation of servers, infrastructure, and best practices by providing communications to maintain a resource of standardized processes adhering to EOHHS policies, standards, and practices. The primary work location for this role will be at 25 Staniford Street, Boston, Massachusetts 02114. The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM, with schedules subject to change based on the operational needs. This role is expected to perform after hours support as authorized and required. This position will require intermittent travel (15% of the work week) to sites within the Boston area as needed or quested. This opportunity is afull on-site schedule of reporting. _Duties and Responsibilities_: * Respond to and resolve tickets, incidents, and issues related to network, desktop, servers, system peripherals, and infrastructure support while providing timely and excellent customer service * Assist network users by supporting, troubleshooting, and configuring remote access to connect to the EOHHS network from non-magnet connections * Communicate and/or escalate any IT operational issues or disruptions to minimize user impact * Install, configure, and provide support to state-issued mobile devices * Manage, monitor, and maintain the health and integrity of the network and efficient use of system resources using Network Administrative Tools * Perform backup and restoration processes including swapping tapes, restoring files, and transferring media * Manage hardware and software upgrades, including new Anti-Virus, Operating System patches, or other mandated upgrades * Review server event logs daily to ensure optimal performance and identify potential issues * Maintain documentation for server rooms, infrastructure, and disaster recovery packages * Manage site specific network infrastructure and server support projects, including leading meetings to ensure effective resource usage and coordinating site visits with service providers * Ensure all systems, infrastructure, and operations are compliant with system security and network policies * Perform training and support of IT staff and users on equipment, software, and application usage _Preferred Knowledge, Skills, and Abilities:_ * Three (3) years of IT support or help desk experience in a large IT enterprise setting, with a healthcare or hospital setting desirable * Three (3) years of experience working in a collaborative, customer service focused environment using a multi-channel (email, chat, phone, WebEx) setting for communication * Hands-on experience and knowledge with the following: o Active Directory o Microsoft Windows 7 and 10 o Server Operating Systems 2008 – 2012 o Local Area Networks (physical and logical) o SCCM o Printers and peripherals o Mobile Support – iOS and Android o Computer hardware, servers, PCs, and laptops o Security measures and requirements * Demonstrated experience with at least one ticketing system with the ability to take notes and document all user interactions and steps taken, with CA experience desirable * Strong knowledge of Microsoft Office, Exchange, and O365 products including Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, OneDrive, Intune, Teams, Azure AD, MFA authenticator, and VPN * Highly organized and able to maintain detailed documentation on processes, standards, and resolutions * Methodical and able to follow documented procedures and instructions * Excellent ability to work independently and collaboratively on job responsibilities * Ability to be resourceful and take initiative in a dynamic environment * Excellent multitasking and time management skills with the ability to prioritize effectively and efficiently * Excellent customer service skills complimented by an ability to effectively interpret and respond to customers’ issues * Exceptional communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiences * Ability to understand and adhere to the laws, rules, regulations, policies, procedures, standards, and guidelines governing all EOHHS activities _Education and Certifications_: * Associate degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience * Microsoft Certifications desirable, but not required First consideration will be given to those applicants that apply within the first 14 days. Minimum Entrance Requirements: Applicants must have at least (A) five years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least three years must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below. SUBSTITUTIONS: I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.* II. A Bachelor's degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.* III. A Graduate degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.* IV. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.* V. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming maybe substituted for a maximum of one year of the required (A) experience.* VI. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience. Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed. NOTE: No substitution will be allowed for more than two years of the required (A) experience. NOTE: No substitution will be allowed for the three years of the required (B) experience. Special Requirements: None. _Comprehensive Benefits_ When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! *Executive Order #595:As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Information Systems and Technology* *Organization: Exec Office Of Health and Human Services *Title: *IT Site Administrator Location: Massachusetts-Boston-25 Staniford Street Requisition ID: 2300000R