Network Support Tech (IT)

Full-and Part-Time Employee Benefits

Medical, Dental, and Vision Insurance 

Company paid life insurance policy up to $15,000

FSA and FSA Dependent care

Supplemental Insurance such as Short-term disability, Long-Term disability, etc. 

401(k) retirement plan with company match

Paid time off (PTO) program to total up to 208 hours a year

Tuition and certification reimbursement for qualified employees

Employee Assistance Program (EAP).

Free parking at all locations.

Mileage reimbursement for company travel.

Compensation

Arkansas Hospice offers competitive wages and bases our pay rates off each candidate’s years of experience. The rates that are listed on the Indeed website are not ours and are not accurate. 

POSITION SUMMARY

The Network Support Technician is responsible for providing support to all levels of staff (tier 2 network support and helpdesk overflow).   Services supported include general desktop support, WAN/LAN connectivity, VPN troubleshooting.  This position is also responsible for assisting the Solutions Architect with monitoring and troubleshooting the Data Network (Local Area Network, Wide Area Networks and Virtual Private Network connections). This position is also required to be available for on-call and the capability to respond within 120 minutes of any alert in rotation with other IT staff.

QUALIFICATIONS

Education: High School diploma or its equivalent is required. Associate degree in a technical discipline from an accredited technical college or bachelor’s degree in computer science preferred.

Experience: 2-4 years’ technical experience with 2+ years directly related to the job.  College degree may be substituted for some experience as deemed appropriate.

Additional Requirements: Ability to work flexible hours and occasional overtime, reliable transportation and valid driver’s license and personal cell phone are required.

PRIMARY RESPONSIBILITIES

1. Assists the Solution Architect to maintain, monitor and troubleshoot critical systems and applications (Fortinet firewall, Microsoft 365, CYMA, VMWare/Hyper-V, Veeam Backup, 365 Office Suite, Microsoft Intune MDM, MS 365 SharePoint, and various 3^rd party software problems). This includes any additional software that may be implemented as well.
2. Utilizes and updates an automated ticketing system to record and track resolution of customer issues.
3. Maintains and supports the company intranet (including upgrades, updates and any other approved modifications).
4. Responsible for doing automated scripting (small programs to complete simple tasks to save time on processing).
5. Provides support (application support, hardware and software support, VPN connectivity issues) for the organization’s staff including onsite repair.
6. Takes customer calls and assists IT Specialist with overflow laptop/desktop configurations.
7. Works with other IT staff to resolve outstanding issues, network changes, upgrades, and repairs.
8. Tracks mobile device inventory and prepares monthly bill for approval by IT Director.
9. Assists with maintenance of network hardware, software, and documentation.
10. Participates in evaluation of network for HIPAA compliance in coordination with the Compliance Officer or designee and implements changes as required.
11. Participates in research, testing and design of expansion projects and upgrades.
12. Alternates on-call support with other department staff and can respond within 120 minutes of alerts.
13. Participates in annual inventory process for all IT related hardware and periodic audits throughout the year (i.e. loaner laptops, Pointcare devices).
14. Continually meets organizational standards for attendance and punctuality; notifies supervisor in a timely manner when employee will be absent or late for work.
15. Adheres to all organizational and departmental policies.
16. Accepts direction and follows instructions from supervisor; seeks additional information as needed; works with minimal supervision.
17. Attends all required meetings and in-services; seeks opportunities for additional professional development activities as appropriate.
18. Cross trains with other IT. staff to ensure fluid coverage of their duties when absent.
19. Performs additional duties as assigned.

COMPETENCIES, KNOWLEDGE, SKILLS, AND ABILITY 

1. Must demonstrate an understanding and proven troubleshooting skills of TCP/IP protocol, especially in the areas of DNS, DHCP, VLAN and SMB.
2. Knowledge and experience with active directory for Microsoft domains is required.
3. Must possess good communication skills.
4. Ability to consistently meet deadlines.
5. Ability to draft concise and accurate technical reports.
6. Must demonstrate a working knowledge of and LAN/WAN fundamentals.

This position is designated as a safety sensitive position because it performs the above listed functions while regularly working with confidential and/or proprietary Arkansas Hospice and patient information, including but not limited to patient medical records, current or former employee information, Arkansas Hospice records, and other information that the employee regularly uses to perform job functions.

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