Associate, IT Support

Role Overview

The IT Support Associate role is to support and tune software/hardware systems and network infrastructures to ensure high levels of availability and security of all business units within Connective Rx.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assists with all facets of desktop management, including developing, maintaining, and modifying desktop images, scheduling and distributing company-wide software patches through remote administration and advanced Windows scripting.
• Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on servers, workstations, printers, networking equipment, firewalls, and applications.
• Manage user accounts, permissions, and access rights in accordance with company policies.
• Recommend, schedule, and perform software and hardware improvements, upgrades, patches, and reconfigurations.
• Support company communications including email/IM, telephony, call management systems, voicemail, video conferencing systems, workstations, and mobile connectivity to and from the WAN, LAN, and WLANs.
• Ensure the confidentiality, integrity, and availability of enterprise data including PHI on servers/computers while at rest, in process, and in transit in accordance with ISO
  27001 and HIPAA compliances.
• Conduct testing and development of disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
• Analyze system, server, application, and network performance through various SNMP and other management tools.
• Adhere to and participate in maintaining and auditing Connective Rx’s ISO 27001:2013 Information Security Management System.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Participate in and improve all department related policies and procedures to increase their effectiveness especially in the area of Information Security.
• Stay current on market developments to identify emerging security and infrastructure technologies, risks and trends to ensure that Connective Rx’s computing environment keeps pace with emerging technologies and threat landscape.

• On-call availability and rotation.
• Primarily sedentary work with occasional lifting to 20 pounds and exerting up to 10 pounds of force occasionally.
• Must perform tasks requiring visual acuity, manual dexterity, and repetitive motions.
• Operate standard office and computer equipment.

• Some travel may be required.

Solid understanding of desktop systems and OTS applications.

• Hardware skills with Dell & Lenovo laptops, peripheral equipment, printers.
• Basic networking.
• Excellent customer service skills.
• Ability to troubleshoot and fix Tier 1 & 2 IT related issues.
• Excellent knowledge of Windows 10 and Mac OS support (plus).
• Undergraduate college student working towards a 4-year degree in Computer Science, Engineering, IT/IST, or comparable program.
• MCSA, A+, Net+ certifications preferred.
• Strong written and verbal communications.
• Attention to detail.
• Strong organization skills.
• Ability to manage multiple priorities well.
• Calm under pressure.
• Bachelor’s Degree in Information Systems or equivalent combination of education and experience.