Systems Administrator

Job Description

The Systems Administrator role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the Systems Administrator will be to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and to ensure the satisfaction of the end user, among other technical duties.

Systems Administrators are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, business users daily.

This is an in-office position.

Roles & Responsibilities

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires.
• Support request to include remote logins, Cisco AnyConnect
• Video Conferencing experience
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Installing and configuring hardware and software components throughout various network infrastructure devices.
• Install antivirus software and ensure virus definitions are up to date.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Establishing good relationships with all departments and colleagues.
• Valid Driver License and ability to drive to customer locations when required.
• Ensuring company safety and security standards are met to include HIPPA

Key Performance Indicators (KPI’s)

• Ticket Average Resolution Time – Total Resolution of all tickets / Number of Tickets
• Ticket Average Response Time – Difference between Customer Call Time from Agent Response Time
• SLA’s Met vs Not Met
• User Feedback Score > 80%
• Ticket Volume Request vs. Backlog

Qualification Requirements

• Office 365 administration experience.
• Exceptional written and oral communication skills.
• Experience with desktop and server operating systems including, Windows 10/11, Server 2022
• Active Directory knowledge a plus.
• Some knowledge and understating of networking devices and appliances.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Good problem-solving skills.
• Excellent customer service skills.
• Ability to work under moderate supervision.
• CompTIA A+ and/or CompTIA Network+ preferred, but not required

Educational Requirements 

• College diploma or university degree in the field of Computer Science and/or 2 years equivalent work experience.
• Work Experience: 2-4 years of professional-level related business experience
• Proficient with Outlook, MS Word, Excel, Project, SharePoint, and other PC related tools

Company Information

Great Place to Work Certified

Healthcare Highways is committed to revolutionizing the way healthcare is delivered by making a positive impact on the lives of patients and providers alike. We believe in a diverse, inclusive workplace and are always looking for creative, analytical, innovative, and passionate thinkers and doers who are driven to learn as well as succeed. Choosing to work for Healthcare Highways means being part of a team that values collaboration, candor, and integrity.

HCH is a company that fosters a supportive work environment, where employees are encouraged to contribute their unique perspectives and ideas and have the opportunity to be at the forefront of groundbreaking healthcare solutions. By investing in our workforce, Healthcare Highways empowers its employees’ growth and development by offering competitive hourly/salary wages and career progression. We help support our employees’ career initiatives, both professionally and personally, while maintaining a healthy work/life balance.

A career at Healthcare Highways offers an exceptional opportunity to be part of a forward-thinking organization that is transforming healthcare. With a supportive work environment, a commitment to innovation, a focus on employee growth and culture, and a dedication to improving healthcare outcomes, Healthcare Highways is an ideal choice for individuals passionate about making a meaningful difference in the healthcare industry, leading to a tangible impact on the lives of patients and their communities.

Don’t take our word for it, check out what our employees are saying by visiting our Careers page at: https://www.healthcarehighways.com/careers