IT Helpdesk Level II / Network Admin

 

Heritage Healthcare, Inc. is a leading regional provider of physical therapy, occupational therapy and speech language pathology services to long-term care and assisted living facilities. Heritage Healthcare, an independently owned and operated provider of contract rehabilitation services, was established in June 1999, in Greenville, SC. We are a leader in the outsourcing and management of comprehensive rehabilitative therapy services to the Long Term Care and Assisted Living marketplace. As strategic partners, our customers can trust in our specialized expertise in rehabilitation, which allows them to concentrate on their core business.
 
As a leading therapy service provider, it's our duty to ensure that the residents in the facilities we serve not only receive the best care possible but that they receive it in a way that lets them know they're valued and cared for as individuals. It’s all part of our corporate philosophy, Compassionate Care .
 
Whether a resident needs our Physical, Occupational, or Speech Therapy Services (or all three), we're here for them. Our highly-skilled therapists deliver the appropriate clinical care in a professional, empathetic and timely manner. Our therapists seek to restore each resident's spirit through practicing the values of Compassionate Care: encouragement, kindness and open communication. After all, the way a resident feels emotionally can dramatically affect his or her ability to improve physically.

 

At Heritage Healthcare, we appreciate our associates practicing Compassionate Care toward each other, just like we do toward our residents, their families and facility staff. Our associates are caring professionals who recognize they’re working for more than just a paycheck.

 

IT Helpdesk Level Two – Job Posting

 

We would like to announce a new job opening for an IT Helpdesk Level Two position based in  the Greenville, SC corporate office. This position will be responsible for onsite support at our facilities and remote offices, telephone and remote support from the corporate office, maintaining and troubleshooting our IT systems, completing technology projects within expected budgets and timeframes, documenting our IT equipment and configurations, creating and maintaining technical training materials, and coordinating with software, hardware, and hosted services vendors. In conjunction with the IT Coordinator, this individual will be responsible for planning and implementing our technology solutions. Travel will be required. Monthly outside of hours scheduled maintenance will be required.

 

The position is a salaried position and the following skills/experience are required:

 

-  Three or more years of experience supporting IT in the healthcare field

-  Three or more years of experience supporting and maintaining Microsoft Windows Servers, Enterprise Linux Servers, Microsoft Exchange, VMware, NAS, Enterprise Firewalls, Corporate Antivirus

-  Four or more years of experience creating and maintaining detailed technical documentation and/or training materials

-  Five or more years of experience in a technical support role

-  Formal technical education or technical certificates

-  Proven ability to work independently

-  Excellent communication, interpersonal, & customer service skills

-  An understanding of commonly-used concepts, practices, and procedures within the IT field

-  A working understanding of restrictions and regulations that affect IT in the healthcare field

 

The following items are critically important to the successful placement

for this job description:

 

Previous experience working in a Helpdesk Ticketing environment, and a mastery of:

 

  - Response/Resolution times and expectations

  - Urgency and Prioritization

  - Escalation

  - Troubleshooting / Root Cause Analysis

  - Quality Customer Service

 

Previous experience supporting Windows XP Professional workstations, and mastery of:

 

  - Basic TCP/IP Troubleshooting (DHCP, DNS, WINS, Subnets/Routing)

  - Basic Office Application Support & Troubleshooting (Word, Excel, Power

  Point)

  - Basic Email Support & Troubleshooting (Exchange, Outlook, Postfix, Outlook

  Express, OWA)

  - Client / Server software Support & Troubleshooting

  - Computer / Peripheral Hardware Troubleshooting & Repair

 

Previous experience supporting and troubleshooting network infrastructure, servers, and applications, and an understanding of:

 

-  Switching & Routing (VLAN, LAG, Routing Tables)

-  Firewalls & Security (NAT, Proxy, TCP/UDP Ports, Log Audits)

-  Server Infrastructure (VMware, Linux, Windows Server)

-  Email/Groupware (Exchange, Postfix, OWA, BBES, MAPI over HTTPS)

-  Web/Portal/Connectivity (IIS, VPN, Netdrive)

-  Business Critical Applications (MAS90,Abra Suite,SmartLTC,TherapyOffice)

-   

 

The prime candidate will:

 

  - Be careful, deliberate, and detail oriented.

  - Be highly motivated and take ownership of all assigned tasks and projects.

  - Work well under limited supervision in a rapidly changing environment.

  - Complete objectives and goals within expected timeframes.

  - Have excellent communication skills

  - Provide excellent written documentation.

  - Have excellent technical documentation skills.

  - Enjoy working in both a call center setting and an onsite one-on-one support setting.

  - Enjoy travel and working in a mobile environment.

  - Be able to identify their troubleshooting strengths and weaknesses.

  - Have 2-5 years experience in either a helpdesk/call center or technical support role.

 

Additional areas of knowledge/experience that are critical in qualifying for this job description:

 

  - SUSE Enterprise Linux Server

  - VMWare Server & VMWare Workstation

  - Microsoft Windows Server 2000/2003

  - Microsoft Exchange 2003

  - Microsoft Internet Information Server

  - Symantec Gateway Security

  - Symantec Enterprise Antivirus

  - GFI Mail Essentials / Mail Security Suite

  - Big Brother Network Monitoring

  - Ilient SysAid

  - Norton Ghost

  - UltraVNC

 

Additional areas of knowledge/experience that could be helpful but that are not required in qualifying for this job description:

 

  - Avaya IP Office

  - VoSky Exchange

  - VMware ESX Server

  - Microsoft Windows Server 2007

  - Microsoft SQL Server 2007

  - Microsoft Exchange Server 2007

  - Symantec Endpoint Protection

  - Healthcare

  - Physical, Occupational, Speech Therapy