Infrastructure Support Technician

Overview

Please note this position will be based in our Nashville Corporate IT office.  The position will have a hybrid remote/in office work schedule.  This will require the Infrastructure Support Technician to come to the corporate office one day per week and occasionally two days per week on a rotational basis. The support of the corporate office staff is included in this position and the responsibility is shared amongst other teammates. This will allow for some flexibility to help with personal or job related constraints.

The Infrastructure Support Technician is responsible for providing support of IT equipment, services, applications, and related peripheral or medical devices throughout the enterprise.  This support will be provided via face to face interaction, phone, email, or remote assistance technologies. Although the primary role of this position is support, the technician will also have regular opportunities to work with Tier 3 support teams on implementation of other projects affecting the IT Department.  Travel will be required, occasionally, to assist remote clinics with specific projects, support, or to mitigate other issues.  Infrastructure support personnel have the responsibility to ensure the protection of DCI information (data) and information systems by complying with the requirements maintained in the IT security program. As trusted entities of DCI, technicians assume the responsibility for being custodial agents of data and adherence to all HIPPA and related data protection measures

Responsibilities

• Provide first class customer service and support
• Analyze issues and implement plan for resolution
• Provide Support in the following areas:
• Hardware support:
• Laptop/desktop
• Printers
• Fax/scanners
• Audio/video equipment
• Basic Windows Server support
• Phone equipment
• Basic Cisco switch support
• Medical devices, which run Windows OS
• Location Support
• Manage and maintain equipment at multiple DCI locations
• Support staff and resolve related issues at multiple DCI locations
• Basic management and maintenance of the LAN (Switches and Routers/Firewalls)
• Monitoring Data Circuits on WAN and reporting/troubleshooting outages with ISP
• Managing imaging and upgrades of equipment and software for supported locations
• Software Support
• Support infrastructure components associated with DCI custom MIS
• Installation, upgrade, and maintenance of various types of local and Web-based applications
• Basic support for Citrix client technologies
• Standard MS Office applications
• Microsoft MEM (Formerly SCCM) client
• Bitlocker disk encryption support
• Interacting and supporting Antivirus and other security tools
• Mobile Device Management via ivanti (MobileIron) and Intune
• Additional Responsibilities
• Basic Mitel VOIP phone system support (user moves, adds, changes)
• Imaging and shipping PCs with standard DCI OS Image for all locations
• Managing and troubleshooting devices configured for 802.1x protocols via Aruba Clearpass
• Monitor, manage, and document support tickets using a ticketing system
• Assist Tier 3 support teams with implementation and execution of Infrastructure projects
• Update, Create, and manage tickets using Footprints Ticketing system
• Track and manage IT assets including new, replacement and disposal items
• Create and maintain documentation of various tasks and processes
• Small projects, as needed or required
• Continue to grow and develop by reading and studying latest technologies and trends
• Follow documented policies and procedures
• Performs other duties, as assigned

Qualifications

Technical skills

• Familiarity with current IT Department technologies
• Familiarity with Cisco iOS and related hardware
• Familiarity with Palo Alto Firewalls
• Basic knowledge of TCP/IP protocols
• Microsoft 365 applications as well as Cloud management tools such as Entra ID and Admin Center
• Strong analytic and troubleshooting background
• A+ or Comp TIA A+ certified or Microsoft Certified Desktop Support Tech (MCDST)

Interpersonal skills/expectations include:

• Communicating and listening
• Gathering concise and accurate information
• Thinking strategically
• Providing positive customer service

Organization skills/expectations include:

• Strong orientation towards organization and detail
• Produce results while not losing sight of customer needs or other pending issues
• Ability to work and communicate with all levels of skills, including both users and staff
• Ability to adapt to a fluid environment
• Complete projects and tasks effectively and completely in a timely manner
• Ability to work with varying priorities
• Create and maintain documentation and contribute to knowledge base

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.              Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of 2 years of experience in IT infrastructure support
• Minimum of 2 years of experience with Microsoft Active Directory
• Minimum of 2 years of experience with desktop hardware maintenance
• Familiarity with DHCP, DNS, and other IT protocols
• Experience working with current technologies in the IT Sector

Education and/or Experience

• Bachelor Degree (desired, not required)
• Certification (desired, not required)

Language Skills

• Ability to read and comprehend simple instructions, short correspondences, and memos.
• Ability to communicate complex ideas, oral or written, in a meaningful and simple way to audiences of various skill and knowledge levels
• Ability to effectively present information in one-on-one and small group situations with team members and IT management
• Ability to effectively communicate with end-users with varied roles and responsibilities
• Ability to adapt communication styles to the specific needs of team members and users
• Ability to create and maintain documentation for IT knowledge bases.

Mathematical Skills

• Basic math skills: add, subtract, multiply, divide, and compute ratios and percentages.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form
• Ability to evaluate and help resolve problems and conflicts
• Ability to perform rationally and think logically during stressful situations
• Ability to complete projects and tasks effectively and completely in a timely manner

Computer Skills

• Basic skills in Microsoft Office software such as Microsoft Word, Excel, Visio, Project, Access, and PowerPoint.
• Knowledge of basic windows troubleshooting commands, Ping, traceroute, ipconfig, etc.
• Remote assistance, Remote desktop and other remote assistance technologies
• Familiarity with DHCP, DNS, and other standard IT protocols

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires sitting, walking, standing, reaching, and the ability to lift up to 15 pounds and occasionally lift up to 50 pounds.

Work Environment

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job at the corporate office. These items listed are requirements to perform the job successfully and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Corporate office (Nashville, TN)
  • Staff will have assigned cubicles and can expect some moderate noise or interruptions, due to interoffice conversations, computers/printers, or staff in the building
  • (Nashville area only) Staff required to work in office one day per week minimum, with additional days as required.

     Work Hours (Standard)

DCI reserves the right to alter work hours and work location as DCI deems necessary. Flexible schedule is available for this position.

     Work Hours (On-Call)

On-call support is required on a rotational basis for all members of the team. At present, the on-call schedule is one week every other month but is subject to change, as necessary.

     HIPAA COMPLIANCE

All DCI employees are expected to safeguard the confidentiality, integrity, and availability of protected health information (PHI) and comply with all applicable HIPAA policies and procedures.

     IT SECURITY ROLES AND RESPONSIBILITIES

The following are the roles and responsibilities we expect our IT employees to adhere to:  

• All employees must ensure that they are aware of DCI’s information security policies and are fully committed to implementing them in their daily work routines.  
• Employees must be responsible for safeguarding DCI’s assets, including information, hardware, software, and intellectual property, from any unauthorized access, disclosure, modification, destruction, or interference.  
• Employees must be accountable for their actions taken and ensure that they comply with the organization's information security policies and procedures.  
• Employees should report any security events, potential events, or other security risks to the organization in a timely manner to ensure quick mitigation and prevent any further damage.  
• IT Department staff must be knowledgeable in executing security processes or activities such as monitoring, assessment, testing, and incident response.  

DCI is a federal contractor and an Equal Opportunity/Affirmative Action Employer-Veterans/Individuals with Disabilities.  If you are having difficulty using the online application system or would like to request other accommodations or application methods, please contact Doug Patterson at [email protected] or 615-327-3061. Once a request has been made, DCI will initiate a discussion with you about your needs and whether an accommodation can be provided. DCI is committed to providing such accommodations where possible.

For more information about equal opportunity please see: 

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf;

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf;

https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf; and

https://www.nlrb.gov/sites/default/files/attachments/basic-page/node-3788/employeerightsposter-8-5x11.pdf.