Location: Laurens,SC, USA
Description
The IT Helpdesk Support Specialist will form part of AdaptHealth's Network Operations Center. This role is primarily
responsible for triaging and reacting to service interruption alerts that impact the proper functioning of AdaptHealth's
technology platform and network. This role will include troubleshooting, diagnosis and resolution of system and network
issues. The IT Helpdesk Support Specialist will work closely with Cloud Engineering, Network, Application owners and
Service Desk teams to ensure that the business is aware of any disruption and that the correct stakeholders are engaged
to minimize downtime. Incident response will also require these specialists to periodically interface directly with end users
via email, phone, and Microsoft Teams to resolve issues. As this service matures the support specialists will be
responsible for pre-empting issues based on telemetry and other data feeds.
Essential Functions and Job Responsibilities:
* Provides technical support to end-users answering user inquiries regarding computer software or hardware operation to resolve problems.
* Oversees the installation, configuration, and support of end user equipment.
* Investigates, analyzes, and resolves hardware and associated software and communications problems onuniversity computer systems; performs complex hardware repairs and maintenance on a wide range of pc-based computers and peripherals.
* Provides initial response to pre-configured alerts. Identifies the severity of that alert and engages the required stakeholders from across the IT organization as required.
* Engages with Cloud Engineering to provide relevant information concerning Azure platform outages based on telemetry, alert history, and service health status reports.
* Investigates, analyzes, and resolves security alerts to minimize fraudulent access to AdaptHealth systems and restore end user services where required.
* Conduct diagnostics to investigate and resolve problems or to provide technical assistance and support as needed.
* Monitors network health to ensure that Service providers are following the approved response methodologies and are adhering to SLAs.
* Provides aggregated reporting data to improve monitoring and alerting schedules. Identifies patterns in system issues and works with Cloud Engineering to develop remediation plans.
* Delivers Root Cause Analysis reports for all Microsoft Azure and O365 outages. Creates incident tickets with Microsoft support for all Azure Infrastructure failures.
* Develop training materials and procedures for NOC staff to assist in capability scaling.
* Records/documents all alert responses following defined Standard Operation Procedure (SOP) standards.
* Exhibits excellent ability to communicate information succinctly and can work with stakeholders across the IT organization at all levels of seniority.
* Perform advanced troubleshooting and remediation.
* Maintain confidentiality of all investigations, projects, patient confidentiality, and function within the guidelines of HIPAA
* Completes assigned compliance training and other educational programs as required.
* Perform other related duties as assigned.
Competency, Skills, and Abilities:
* Computer experience and expertise with Azure and M365 systems.
* Solid knowledge of technology systems from the infrastructure to the application layer.
* Excellent verbal and written communication
* Excellent troubleshooting and problems solving skills with attention to detail.
* Ability to prioritize and manage multiple projects in a fast-paced environment.
* Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction.
* Self-disciplined to work alone and with groups to follow projects through to completion.
* Ability to take initiative to improve processes.
Requirements
Education and Experience Requirements:
* High School diploma or equivalent. Associates degree from two-year college preferred.
* Experience working with Azure or other cloud computing platforms and knowledge of M365 products.
* Microsoft or A+ Certifications preferred.