TSD Refresh Technician (on-site)

Under the direction of the Technical Service Delivery (TSD) Endpoint Refresh Manager, the TSD Refresh Tech will:

• support ISS refresh operations
• collaborate with Refresh Coordinators to ensure refresh documentation is accurate prior to scheduled migration
• gather technical details pertaining to the scheduled clinic refresh
• enforce and maintain standard hardware, images, software, and deployment processes, including post configurations and asset management for ISS-managed departments
• train new tech leads and contractors to effectively perform their job duties and provide continuous coaching as required
• ensure that policies, standards, standard operating procedures, and how-to documents are followed and utilized
• ensure endpoints follow standard security guidelines and safeguards
• communicate effectively, both verbally and written to clients and peers
• effectively apply the escalation process within the guidelines of the TSD SLA

Our ideal candidate will have experience with endpoint refresh,healthcare systems, and bewilling and able to travel and work evenings.

Salary offers are based on a variety of factors including qualifications, experience, and internal equity. The full salary range for this position is $102,500 - $227,700 annually. The University anticipates offering a salary between the minimum and $90,000 annually.

1. Ability to analyze complex end-user business needs and devise effective cost efficient recommendations.

2. Demonstrated ability to write clear, precise, detailed, comprehensive, and grammatically correct letters, memos, reports, policies and procedures.

3. Interpersonal skills to work effectively with staff, faculty and administrators.

4. Ability to research and test new technologies and processes

5. Knowledge in networking including IP & Ethernet routing and switching based networks

6. Knowledge of network protocol analyzers and sniffers such as WireShark, Fluke tools and has ability to decipher packet captures

7. Knowledge of Voice/VoIP and Wireless platforms required; Soft switches, Communications Manager, Unity, Unity connection, Voice Gateways, Feature Servers, Application Servers, Media Servers, IADs, and Wireless devices etc.

8. Knowledge of IEEE 802.11 wireless standards, CISCO and Aruba wireless controllers

9. Experience in Voice and Wireless services including SIP Trunks, Unified messaging, Conferencing, and Integrated Access services

10. Support systems for network management including a working knowledge of Voice technologies. IP switching and routing architectures supporting VoIP and ISP services

11. Knowledge of VLAN, VRF, HSRP, Port Security, Traffic Shaping, Priority Queuing, Class of Service (CoS)

12. Knowledge of different cabling types: Multimode fiber, single-mode fiber, LC versus SC, 10/100/1000BaseX, Cat5, Cat5e, Cat6, RJ45, RJ11

13. Knowledge of troubleshooting tools: traceroute, ping, mtr, nmap, netstat, ipconfig/ifconfig, iperf

14. Knowledge of ISS Microsoft Office products (O365, Office 2016, Outlook, Exchange and OWA)

15. Understanding of project plans, presentations, procedures, diagrams and other technical documentation

16. Establish standards and procedures for best practices, enabling commitments to established SLA's.

17. Understanding of various Desktop Management Systems such as anti-virus software, patch management and software delivery

18. Ability to train, delegate and review the work of staff members.

19. Knowledge of cloud computing (Box, OneDrive)

20. Knowledge of standard desktop imaging; MDT, ISO's, and SCCM

21. Knowledge of VPN remote software and RDP setup.

22. Knowledge of Windows and Citrix based printing

23. Understand ITIL overview and tier structure support using ticket tracking system (Service-Now)

24. Knowledge of Apple OSX and iOS operating systems and platforms

25. Knowledge of virtualization technologies (Citrix XenApp, XenDesktop, VMWare, HP Device Manager)

26. Knowledge of IT Security applications (Cisco AMP, Aruba OnGuard, DUO, Checkpoint Encryption and USB Whitelising)

27. Must have a valid driver and have reliable transportation

28. Must be able to lift up to 30lbs

29. Ability to walk comfortability for a minimum of three hours a day

30. Knowledge of telecom technology and basic troubleshooting with telecom endpoints

31. Knowledge of Microsoft Networking, Active Directory, AD Group Policies

32. Strong knowledge of Windows Security, SSL certificate, TLS configuration, SMB code signing, and PKI infrastructure

33. Encryption protocols (data in motion & at rest)

34. Experienced with Microsoft Windows 2008, 2012, 2016, and 2019 Server, Windows 7, 10, 11

35. Knowledge of Microsoft SQL server

36. Experienced with virtualization platforms such as VMware and Microsoft Hyper-V

37. Experience with Microsoft Azure cloud

38. Experience with windows clustering

39. Experienced with HP Proliant server