IT Systems Administrator

This posting will be used for ongoing recruitment and may close at any time. Applicant lists may be screened more than once. This position serves as Systems Administrator for the Northeast Region (Region
2) of the Service Management Bureau (SMB) in the Information Technology Services Division (ITSD) for the Department of Health (DOH).

The Department of Health Information Technology Services Division, Level 2 Support position provides technical support for the Bureau of Health and Emergency Management team. This position is also responsible for maintaining networking hardware and assist the Networking Team for operability of all state Public Health Offices, Vital Records Offices, and Public Health Facilities in the Region. Infrastructure maintained by this staff facilitates BHEM, EMS, PHD pharmacy.

As Level 2 support, this position is responsible for the timely and satisfactory resolution of customer service requests that have been escalated beyond Level 1 support. Support is provided to customers in-person, and via telephone, email, a self-service portal, and using remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests as well as in person visits when needed.

This position is expected to work within a Service Management Platform, accepting, documenting, and completing tasks that are assigned to their service area. This position resolves service requests including network outages and computer failures and conducts receiving, maintenance, and recycling of equipment inventory. This position installs, configures, and maintains software on workstations, and network infrastructure components. In the event that the BHEM Operations Center is activated, this position will provide support as needed outside of regular business hours.

This position is expected to participate as a team member on enterprise-level technical projects, accepting tasks and providing relevant results. This position supports systems that serve the programs that NM residents are dependent upon.

This position is a member of the DOH Level 2 Support Staff and is responsible for resolution of tasks escalated to Level 2 from the DOH Service Desk and/or Level 1 Support Staff. This position's main concentration will be BHEM/EMS/PHD pharmacy support but may be tasked with other DOH Region needs as well. Tasks include IT customer service incidents and service requests, computer and network hardware and infrastructure receiving, deployment, maintenance, repair, and recycling;

participation in technical projects including evaluating, upgrading, and implementing software and hardware systems; and emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner. This position is responsible for prioritizing multiple incidents based on customer impact and severity. Multi-tasking is required to perform actions in an optimized order to accomplish many tasks at once and achieve an overall successful rate of task resolution.

This position is responsible for investigating the cause of each incident, evaluating the possible solutions, and selecting the appropriate course of resolution.

This position supports Department of Health employees, contractors, and partners.

The ideal candidate has experience supporting a Microsoft Windows/Active Directory workplace by troubleshooting and resolving computer related incidents and service requests. This candidate provides high quality technical support to their customers and is comfortable within a team setting. Multi-tasking is required to perform actions in an optimized order to accomplish many tasks at once and achieve an overall successful rate of task resolution.

Experience working with network hardware, creating detailed documentation, and serving as a point of escalation for other IT staff is ideal.

Bachelor's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in systems administration. Any…