IS Support Manager

Ensure delivery of quality technical support for clients and employees, as well as oversee the work of HelpDesk staff. Designs, supports, maintains, and evaluates computer networking and telecommunication systems; installs, configures, and maintains both physical and virtual computer servers; maintains employee network; coordinates employee and non-employee system access; performs other related duties as assigned.

Essential Functions & Responsibilities

  • Supervisory position within the IS Department.
  • Oversees the day-to-day operation of computer networks including hardware/software support, training, and special projects.
  • Plans, designs, and implements data connectivity for local area network (LAN) and wide area network (WAN) systems.
  • Assists in coordinating special projects including network related wiring plans, LAN/WAN hardware/software purchases, and system installation, backup, maintenance and problem solving.
  • Assists in providing network and remote connectivity hardware/software support; maintains LAN user documentation including hardware/software applications, support logs and other related information.
  • Researches and recommends network and server hardware and software.
  • Assists in installing, designing, configuring, and maintaining system hardware and software.
  • Analyzes and troubleshoots the network logs and tracks the nature and resolution of problems.
  • Installs, supports and maintans both physical and virtual network servers and appliances.
  • Installs, maintains, and troubleshoots the Storage Area Network (SAN).
  • Establishes and maintains user accounts, profiles, file-sharing, access privileges and security.
  • Performs daily system wide backups (tape/disk/combination).
  • Researches, analyzes, monitors, troubleshoots, and resolves server or data network problems.
  • Develops, maintains and implements network support, and archiving procedures.
  • Researches and evaluates new technologies related to computer networking.
  • Assists in planning, coordinating and consulting with vendors and clients for hardware/software purchases, product services and support.
  • Keeps current regarding new hardware/software products for system enhancements.
  • Assists and provides support to the Director of Operations & Network Administration, Director of Information Technology, and other Network Administrative Support, including external vendors, as well as other technology/operations staff as requested.
  • Performs scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support, and specialized training.
  • Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
  • Install, configure, and maintain company personal computers, terminals, laptops, phones.
  • Maintains and keeps current inventory of software and hardware licensure, including support agreements.
  • Maintains and keeps current inventory of hardware, connections.
  • Identify utilization patterns and their effect on operation/system availability and performance expectations.
  • Anticipate communication and networking problems and implement preventive measures.
  • Establish and perform maintenance programs following company and vendor standards.
  • Esnure timely user notification of maintenance requirements and effects on system availability.
  • Investigate, recommend and install enhancements and operating procedures that optimize network availability.
  • Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
  • Document network problems and resolutions for future reference.
  • Use analytical skills to look at trends and determine the root cause of issues with both hardware and software, particularly for issues that are frequently reported.
  • Ensures compliance with and adhere to company HIPAA policies and procedures.
  • Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
  • Ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA, other federal, state, and local standards, and company attendance policies and procedures.
  • Ability to come to work and work the regular schedule and shift for the position.
  • Compliance with all personnel policies and procedures.
  • Perform additional duties and related essential duties as assigned.

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Education and/or Experience

  • Bachelor’s degree or four years related experience; or equivalent combination of education and experience.
  • Bachelor’s degree in Computer Science or Network Administration preferred, as well as some experience working as a Help Desk Support Specialist.

Certificates, Licenses, Registrations

  • Microsoft Certified Solutions Expert (MCSE) preferred
  • Valid Driver’s License Required

Other Skills and Abilities

  • Requires excellent communications skills.
  • Interpersonal skills to work with end users.
  • Experience with HIPAA and other Healthcare standards required

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