Network Admin / L3 IT Support

Position summary Network Administrator / Level 3 IT Technician to provide fast and effective technical assistance on Windows infrastructure, telecom infrastructure, and healthcare applications. Must customer-oriented and communicate effectively so non-technical users can understand the solution to their technical problems and eager to work on complex projects that require continuous learning. Essential functions Network and Microsoft Office365 Administration · Administrate enterprise networks remotely with Ubiquiti cloud networking technology. · Maintain accurate documentation of networks in Visio as updates are made. · Enforce security controls when implementing network and cloud app technology. · Administrate internal SharePoint sites to enable effective and secure file sharing. · Troubleshoot any network connectivity issues preventing users from being productive. · Troubleshoot Office 365 applications not working as intended in the cloud and on-premises. · Create IT training and knowledge base as needs for skills across the team are discovered. · Use the Microsoft 365 administration menus to address the evolving needs of users. · Continually research the current and emerging technologies then propose necessary changes. · Address network and O365 helpdesk tickets as needed. IT Infrastructure Administration · Administrate diverse telecom VOIP systems like Vonage, Medtel, Weave, and others as needed to ensure that communications are uninterrupted and private. · Troubleshoot common issues in telecom like connectivity, dropped calls, and unexpected configuration issues. · Maintain pharmacy software like PioneerRx, Care Tend, and others as needed. · Identify and report any instances of healthcare information losing confidentiality, integrity, or availability. · Maintain other diverse 3rd party software used in pharmacies like payment processing, direct messaging, and shipping software. · Create IT training and knowledge base as needs for skills across the team are discovered. · Challenge and expand existing IT training to enhance the effectiveness of the rest of the team. · Continually research the current and emerging technologies then propose necessary changes. · Address all other categories of helpdesk tickets as needed. Help Desk support · Serve as the first point of contact for company staff seeking technical assistance over the phone or email. · Research and identify solutions to software and hardware issues. · Triage, diagnose, and troubleshoot technical issues, including account setup and network configuration. · Ask targeted questions to quickly understand the root of the problem. · Track computer system issues through to resolution, within agreed SLAs · Guide users through a series of actions, by phone, email, chat, or RMM sessions. · Properly escalate unresolved issues to appropriate internal teams. · Ensure all issues are properly logged and solutions are documented in the company ticketing system. · Update IT knowledgebase as processes, procedures, and best practices change. · Prioritize and manage several open issues at one time. · Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Qualifications · This position works with Protected Health Information (PHI). The candidate must be dedicated to protecting this information from disclosure. · Hands-on experience with Windows environments with hybrid cloud and on premises infrastructure. · 3-5 years of professional experience working in the IT field. · +3 years of experience with Office 365 applications. · +3 years of experience administrating networks. · +3 years of troubleshooting mobile devices, IoT, and other non-computer technical products. · Ability to troubleshooting common office hardware like printers and scanners. · Excellent problem-solving and communication skills · Ability to provide step-by-step technical help, both written and verbal