Job Description

SUMMARY

The IS Support Specialist primary role is to provide technical support to end-users and help maintain internal and external infrastructure systems. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software while ensuring optimal network, server, and workstation performance. The IS Support Specialist must have the ability to troubleshoot problem areas in a timely and accurate fashion, and provide end user training, documentation and assistance when needed. Most importantly, this position requires that you have excellent customer service skills and the ability to work with all levels of employees within the Hawthorn family.

Primary Responsibilities

• Provide first and second level Windows 7 and Windows 10 based desktop support.
• Troubleshoot user requests from start to finish with a high level of customer service and document within our Help Desk Management system.
• Work with end users to identify and deliver required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstations, hardware/software, networked peripheral devices, and networking hardware products.
• Perform on-site and remote analysis, diagnosis, and resolution of complex PC, wireless and network problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
•  Accurately evaluate and document instances of system hardware failure, repair, installation, removal and action taken to resolve instances.
• Perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Deploy, maintain and troubleshoot Cylance anti-virus/intrusion protection solution for our servers, desktops and laptop systems.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Create and maintain best practices guides with How-to’s, project plans with metrics, and “up-to-date” support documentation.
• Maintain Active Directory and Exchange Online users and groups per company requirements, Including notifying users and managers of changes to accounts.
• Maintain users and groups within the Office 365 Admin Portal.

Secondary Responsibilities

• Assist in administering all Windows Server 2008R2/2012r2/2016 enterprise servers and peripherals.
• Assist in creating, maintaining, validating standard configurations, images and support processes utilizing the MS System Center Configuration Manager (SCCM).
• Support WatchGuard Core and firewalls at home office and remote locations, including Barracuda F380 VPN appliance.
• Support Cisco wireless networks at home office and remote locations for staff and guests.
• Support Unifi Controller and wireless networks at home office and remote locations for staff and guests.
• Perform basic Avaya IP Office administration to add, change or remove users and manage end point configuration.
• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
• Perform other tasks as required by management to meet the needs of the Hawthorn family.

Skills

• Advanced Windows Windows 7/10-based desktop installation, administration and support.
• Advanced knowledge of Office 365.
• Intermediate experience with Active Directory (AD) and  Exchange Online in a rapidly expanding technology environment.
• Intermediate hands-on hardware and infrastructure troubleshooting experience (preferably with Cisco, Dell, HP, Unifi and WatchGuard).
• Working experience with Windows Server 2003r2/2008r2/2012r2 administration, maintenance and troubleshooting.
• Working knowledge of WatchGuard Core and XTM devices utilizing 12.x firmware, including WatchGuard System Manager (WSM).
• Basic experience with MS System Center Suite 2012.
• Working knowledge of current network protocols, operating systems, and standards, including TCP/IP, DHCP, DNS, WINS and VPN.
• Basic experience with HP Procurve switches and Storagework solutions.
• Basic experience with Unifi Switches and Access Points
• Basic understanding of WiFi (802.x) terminology, implementation and troubleshooting processes.
• Basic understanding of Avaya IP Office administration; including additions, moves and changes of end points and users.
• Basic understanding of VoIP technologies and implementation within a diverse, expanding network.

Qualifications

• Associate’s degree or equivalent combination of education and 2+ years of real-world experience.
• Minimum 3+ years of increasing experience with dispersed IS systems in small to midsized (at least 100 employees) companies.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Strong problem solving and change management skills.
• Proven abilities to handle multiple competing priorities in a fast-paced environment.
• Effective interpersonal skills and relationship-building skills, including strong written and oral communication skills.
• Self-motivated with outstanding organizational skills and attention to detail.
• Ability to participate in a 24x7 on call rotation with some Off-hour/weekend support of infrastructure and remote facilities.
• Availability to travel to events, deployments and training as needed and on short notice.

Company Description

At Hawthorn Senior Living, our caring concern for our residents is the foundation that leads to outstanding resident services. As contributing members of the communities we serve, what is most important is that we love our residents.We care about people and because our residents deserve the best, we are looking for employees who understand caring and compassionate customer service. Working in our retirement communities, you will have the opportunity to make a difference in the lives of our seniors every day.