ABOUT WILMINGTON HEALTH
Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.
PURPOSE:
Supervises the day-to-day operations of the IT Infrastructure group. Manages and coordinates all IT infrastructure projects to meet company and customer needs. Ensures that standards and procedures are followed during design, testing and implementation of all Infrastructure systems and equipment. Responsible for monitoring the systems to ensure the highest level of infrastructure performance. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Coordinates referrals to appropriate technical, professional or service personnel for follow-up. Supports the administration of the company’s computer systems by completing special projects; troubleshooting complex hardware and software problems and administering complex local area network, wide area network, wireless and legacy systems.
DISTINGUISHING CHARACTERISTICS
The IT Supervisor - Infrastructure is distinguished from the others in the IT Infrastructure group in that it supervises staff and daily operations, while providing infrastructure support and special projects. The IT Supervisor – Infrastructure provides oversight for the second level of computer support within a two-level computer system support series.
ESSENTIAL DUTIES/RESPONSIBILITIES:
- Manages personnel including mentoring and/or working with employees to enhance their performance, career development, and work production
- Makes purchase recommendations and monitors expenditures
- Reviews, evaluates and develops recommendations for enhancements and support of IT infrastructure
- Investigate and document and recommend new technologies, tools, and methodologies to improve system stability and reliability
- Document, plan, design, implement, support, and maintain all aspect of the enterprise infrastructure including servers, storage, network, licensing, and telecommunication components.
- Assists with establishing and implementing policies, standards, and guidelines around infrastructure
- Manages and improves the network, servers, physical cabling and security infrastructure
- Provide technical management related to network infrastructure, storage, routing, switching, and security procedures
- Oversees, plans, and manages large/complex projects
- Provides back up to team by administering networking and servers as needed to provide support for Wilmington Health
- Performs other duties of a similar nature or level. Performs work during emergency/disaster situations.
- Assist with selecting, managing and controlling vendors when necessary for Infrastructure and/or Networking needs
- Assists with the preparation of the annual technology budget
- Assist with managing Disaster Recovery and Business Continuity Planning efforts
OTHER DUTIES:
- Involves typing, talking, hearing, seeing, and repetitive motions.
- Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects.
- Travel between clinic locations throughout the Wilmington Health service area is required on a daily basis. The ability to work an “on call” rotation involving being available to respond to telephone calls requesting assistance and/or physically responding to a clinic location during evening hours and weekends is required.
- Ability to juggle multiple priorities on a daily basis and accomplish all tasks within the time limits
- Solid communication skills to connect and communicate with both direct reports as well as management and the end-user.
- Ability to manage projects including who, what, when and how to complete tasks by a given deadline.
QUALIFICATIONS
Required:
- Bachelor’s Degree Computer Science or a related field or equivalent Technical Certification and work experience
- 3+ years of infrastructure lead or management experience
- 7+ years of experience with functional and technical aspects of IT support services and related infrastructure solutions, capabilities and technologies including the following: Virtualization (VMWare), Network Management, SAN Storage, Project Management, and Cisco Telephony
- Advanced knowledge of Microsoft Server and Microsoft SQL
- Advanced knowledge of Microsoft Exchange and Office 365
- Strong knowledge and experience with Active Directory, PowerShell and Group Policy
- Valid NC Driver’s License
Required Skills
IT SUPERVISOR - INFRASTRUCTURE
GENERAL
- Customer Service
- Professionalism/Integrity/Responsibility
- Teamwork/Process Focus
- Dependability/Punctuality
- Interpersonal Relationships/Communication
- Judgment/Decision Making/Problem Solving
- Quality/Quantity
- Initiative
- Safety/Housekeeping
- Organizational Skills/Time Management
DEPARTMENT SPECIFIC
Knowledge of:
- Supervisory principles
- Principles of computer hardware, software, and networking
- General programming techniques
- Data management principles
- Troubleshooting computer hardware, software, and networking
- Hardware, software, and services vendors
- Customer service techniques
- Work monitoring techniques
- Techniques for generating automated reports
- Various software applications with emphasis on electronic medical records and practice
- management software
- Internet concepts
- Basic business principles
SKILL IN:
- Supervising staff
- Assigning and monitoring work
- Ethernet network design
- Windows network administration
- Supporting mobile/wireless computers
- Supporting remote access solutions
- Analyzing end-user system and program needs
- Installing and configuring PCs and printers
- Creating backups of data sources
- Monitoring and maintaining computer system security
- Configuring systems and software
- Providing customer service
- Designing and maintaining internet sites
- Communication, interpersonal skills as applied to interaction with coworkers, supervisor, clinic
- staff, etc. sufficient to exchange or convey information and to receive work direction
Required Experience