Position Summary The Public Health Institute (PHI) is looking to hire a Desktop Support Manager to manage day-to-day operations for the Tracing Health Program (THP). This includes maintaining all THP IT systems including Microsoft office 365 administration, SharePoint administration, VOIP systems administration, and the direct supervision of the Help Desk support technicians/specialists. Essential Duties and Responsibilities Daily administration and maintenance of all THP IT systems including, MS Office 365, Exchange online, SharePoint online, Cloud-based VOIP system and the Helpdesk ticketing and inventory systems Administer and support Office 365 Azure and Exchange policies Assist with the creation of policies around the proper use of Office 365 services and support Maintain a highly secure system through proper configuration and system access monitoring Formulate and create Office 365 SharePoint sites for domain users and external client access Lead the Helpdesk team to troubleshoot and resolve issues with user (local and remote) access to cloud services Deliver a consistent process for the incident and problem escalation along with resolution Work with the helpdesk team on equipment deployment and imaging Provide Microsoft System Center Support for Desktop Architecture Administer and support system backup and disaster recovery processes Maintain inventory of equipment and software licenses Manage the help desk team and evaluate the performance Ensure customer service is timely and accurate on a daily basis Recruit, train and support a team of Desktop Support Specialist Set specific customer service standards Contribute to improving customer support by actively responding to queries and handling complaints Establish best practices through the entire technical support process Follow up with customers to identify areas of improvement Develop daily, weekly and monthly reports on help desk team’s productivity Provide customer feedback to the appropriate internal teams, like product developers Reviews trouble tickets and tracks progress Manage HelpDesk projects (e.g. build-outs, ordering, etc.) Provides “tier-two” helpdesk support Assigns technical resources to complete trouble tickets and ensure the effective operation of the helpdesk Evaluates new and emerging desktop products and solutions to ensure system stability; works with other IT units to evaluate and analyze desktop systems impact for upgrades and conversions Complex desktop system troubleshooting for tier-two type support Project prioritization taking into consideration of other project’s needs, staff availability, and current workload Analyze system configuration and determine upgrade paths, migrations, and other changes Interacts with all major vendors used by THP to resolve issues and procurement of new products Minimum Qualifications A minimum of 4 years of professional experience with networking, Windows-based systems, desktop imaging, trouble ticket tracking, mobile device computing, and customer service is required to include: 2 years of supervisory experience 3-5 years of professional experience as an Office 365 administrator 3-5 years with Azure AD and Exchange 3-5 years’ experience with Windows Server Platforms administration Bachelor’s Degree in Information Technology or four years of additional related work experience Office 365 SharePoint Administrator experience PowerShell scripting experience Thorough understanding of Windows-based desktop computer systems including Windows 10 Strong experience with Windows Server technologies, which influence desktop behavior, such as Group Policy, DNS, DHCP, basic networking, etc. Desired Qualifications Microsoft certifications Important Information This is a full-time (40 hours per week) position. This position is currently remote. The regular office location will be Sacramento in 2021, with the possibility of continued remote work for other locations. The position is expected to last 12 months. The Public Health Institute is committed to a policy that provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, religion, national origin, ancestry, age, marital status, pregnancy, medical condition including genetic characteristics, physical or mental disability, veteran status, gender identification and expression, sexual orientation, and to make all employment decisions so as to further this principle of equal employment opportunity. To this end, the PHI will not discriminate against any employee or applicant for employment because of race, color, sex, religion, national origin, ancestry, age, marital status, pregnancy, medical condition including genetic characteristics, physical or mental disability, veteran status, gender identification and expression, sexual orientation, and will take affirmative action to ensure that applicants are offered employment and employees are treated during employment without regard to these characteristics. To apply for any position, you must create an account on the Public Health Institute’s job application site. After creating your account, you may search the open positions and apply for the specific position that interests you. Please note, mailed and emailed applications will not be accepted. We’re so pleased the Public Health Institute is an organization you would like to work with. Do you have questions about this opportunity? If so, email our recruitment team at Recruitment@phi.org.
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