Massachusetts Veterans Jobs

Job Description

A local healthcare client of ours is looking for a Tier 3 Support Specialist to join their growing company.

* Escalation point of issues or services forwarded from the IT Help Desk that may require hands on or onsite support

* Answering IT requests via phone, email and walk-ins

* Track request through call and incident tracking software (Autotask/Service Now)

* Manage and resolve requests and as needed escalate calls using incident management system

* Analyze, coordinate, and deliver timely and accurate problem resolutions for end users

* Perform duties across all agency location. Examples: Moves, Adds, Changes and Desk Side support.

* Support business approved standard desktop software as well as business approved custom developed applications

* Support business applications Quantum Geneva, MyAvatar E H R, only in the capacity of assistance to make sure the applications run on the Windows systems/images

* Support business approved hardware PC/Laptops/ Printers/Projectors

* Evaluate, test and recommend new software and hardware solutions to meet business needs and to determine integration issues with the current platform

* Work with technical staff in other departments and within the managed services organization to help drive the highest levels of systems availability, clients notified and IT staff informed of any ongoing technical issues that impact multiple users

* Co-responsibility for tracking equipment orders and shipments into the agency, incoming and outgoing

* Creating and maintaining agency standard Images via Microsoft Deployment Tools system

* Developing and updating knowledge base and standard operating procedures with new applications/ policies/FAQ information

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

* Windows Desktop Operating Systems -- version 10 & 11 -- Expert Level skillset required

* Windows server 2016 & 2019 experience (Basic understanding of build, configure, troubleshoot, app. Installs) Experience is required

* Citrix Virtual Desktop -- Desktop Director experience/understanding, or at a minimum understand the Virtual Desktop Technology solutions

* VMware 6.5 or greater -- strong skillset given Aspire is 80% virtualized, intermediate experience supporting and working with Virtual servers

* Microsoft Deployment Tools (MDT) Server experience -- level 2 or 3 skillset with this application (level 2 = advanced, level 3 = expert)

* Cisco / Meraki Networking (Routers, Switches, ASA, VPN) -- experience with Tier 2 support of this architecture/technologies

* Printing and MS Server Print Servers -- conceptual understanding, experience is a plus

* Cloud phone solutions (Ring Central) -- not a must, a strong technical person can pick this up.

* HP Desktop experience, Lenovo & HP Laptops experience

* Strong understanding of Imaging systems -- MDT comes into play here

* Experience with some end point encryption tools e.g. Sophos preferred

* Strong Customer Service Skills (will need reference checks here)

* Mobility -- a vehicle is a MUST as this individual will travel to the various Aspire sites and assist with on site end user support, or assist with backend infrastructure support for the NOC and Tier 3 resource

* Wireless Technologies understanding e.g. Meraki, Cisco, Aerohive, Ruckus, etc.

* Ability to foster and build upon vendor relationships

* Understanding of Apple IOS devices and technology, iCloud, iTunes, familiarity with Apple iPhone devices null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.