[Hiring] Systems Administrator/Operations Support Specialist - Intermediate @Maarut

Role Description

• Provide daily ongoing first point of contact support to clients through the Footprint ticketing system or other mechanism.
• Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity.
• Liaison between users and other team members including Database Administrators (DBA’s), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts.
• Triage Footprints tickets to Subject Matter experts for resolution, ensuring all tickets are accurately categorized for reporting purposes.
• Assist with distribution of client application communications interfacing with Business Subject Matter Experts.
• Identify connectivity defects and assist in troubleshooting root cause.
• Follow all established Service Management processes, and identify opportunities for improvement.

Qualifications

• Public Sector Experience.
• 2+ years of experience working in the healthcare industry.
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health.

Requirements

• 2+ years of experience providing technical support at Tier 1.
• Technical certifications: A+, ITIL Foundation Certification, or equivalent ITIL experience.
• Technical knowledge of Windows and Linux servers and operating systems, and technology infrastructure.
• Knowledge and Skills/Experience of Microsoft Great Plains 2016, Quadrant Workforce, BSSI Health Financial Management Module, Citrix, AD account creation.
• Knowledge of Service Management Processes with 2+ years’ experience in supporting remote clients.
• Experience triaging tickets, prioritizing, categorizing and handling service requests, incidents and problem tickets.
• Proven track record for building strong working relationships.
• Strong interpersonal, and verbal and written communication skills.
• Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively.
• Excellent analytical, problem-solving and decision-making skills.
• Ability to apply strong listening skills to facilitate issue resolution.
• A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines.

Company Description