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 supportAnalyze issues and implement plan for resolutionProvide Support in the following areas:Hardware support:Laptop/desktopPrintersFax/scannersAudio/video equipmentBasic Windows Server supportPhone equipmentBasic Cisco switch supportMedical devices, which run Windows OSLocation SupportManage and maintain equipment at multiple DCI locationsSupport staff and resolve related issues at multiple DCI locationsBasic management and maintenance of the LAN (Switches and Routers/Firewalls)Monitoring Data Circuits on WAN and reporting/troubleshooting outages with ISPManaging imaging and upgrades of equipment and software for supported locationsSoftware SupportSupport infrastructure components associated with DCI custom MISInstallation, upgrade, and maintenance of various types of local and Web-based applicationsBasic support for Citrix client technologiesStandard MS Office applicationsMicrosoft MEM (Formerly SCCM) clientBitlocker disk encryption supportInteracting and supporting Antivirus and other security toolsMobile Device Management via ivanti (MobileIron) and IntuneAdditional ResponsibilitiesBasic Mitel VOIP phone system support (user moves, adds, changes)Imaging and shipping PCs with standard DCI OS Image for all locationsManaging and troubleshooting devices configured for 802.1x protocols via Aruba ClearpassMonitor, manage, and document support tickets using a ticketing systemAssist Tier 3 support teams with implementation and execution of Infrastructure projectsUpdate, Create, and manage tickets using Footprints Ticketing systemTrack and manage IT assets including new, replacement and disposal itemsCreate and maintain documentation of various tasks and processesSmall projects, as needed or requiredContinue to grow and develop by reading and studying latest technologies and trendsFollow documented policies and proceduresPerforms other duties, as assigned QualificationsTechnical skills
Familiarity with current IT Department technologiesFamiliarity with Cisco iOS and related hardwareFamiliarity with Palo Alto FirewallsBasic knowledge of TCP/IP protocolsMicrosoft 365 applications as well as Cloud management tools such as Entra ID and Admin CenterStrong analytic and troubleshooting backgroundA+ or Comp TIA A+ certified or Microsoft Certified Desktop Support Tech (MCDST)
Interpersonal skills/expectations include:
Communicating and listeningGathering concise and accurate informationThinking strategicallyProviding positive customer service
Organization skills/expectations include:
Strong orientation towards organization and detailProduce results while not losing sight of customer needs or other pending issuesAbility to work and communicate with all levels of skills, including both users and staffAbility to adapt to a fluid environmentComplete projects and tasks effectively and completely in a timely mannerAbility to work with varying prioritiesCreate 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 supportMinimum of 2 years of experience with Microsoft Active DirectoryMinimum of 2 years of experience with desktop hardware maintenanceFamiliarity with DHCP, DNS, and other IT protocolsExperience 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 levelsAbility to effectively present information in one-on-one and small group situations with team members and IT managementAbility to effectively communicate with end-users with varied roles and responsibilitiesAbility to adapt communication styles to the specific needs of team members and usersAbility 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 formAbility to evaluate and help resolve problems and conflictsAbility to perform rationally and think logically during stressful situationsAbility 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 technologiesFamiliarity 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 Accommodations@dciinc.org 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.
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