About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Opportunity:
The Network Administrator II is responsible for providing advanced technical support services to the site-based Digital Operations team in their support of managed desktops\laptops\mobile devices, servers, printers, and peripherals. This position will lead hardware deployment, software installation, basic networking, and general troubleshooting activities. This position will be a primary participant in all aspects of application lifecycle management including software selection, implementation, configuration, deployment, training, and support. This position will plan and manage complex technology projects within area of responsibility.

The specifics, if any, associated with the Network Administrator II role are described in the attached Position Summary.

Position Summary:
Under general supervision and direction of the Senior Manager, and for the benefit of the Healthcare at Home (HCAH) operation within Mass General Brigham, this position is responsible for the configuration, upkeep, and reliable operation of computer systems and other technologies. This position will be involved in related hardware deployment, software installation, platform configuration, and general troubleshooting. The position will lead\assist with technology projects within area of responsibility.

Here is a list of duties\responsibilities specific to this position:

* Evaluates business needs for end users and recommends application\technology solutions in accordance with Mass General Brigham Digital standards

* Regular exposure to business stakeholders and executive management, as well as participation as a primary team member in technology projects. The position requires consistent communication with colleagues

* Collaborate with stakeholders to implement technology solutions and\or manage technology projects

* Managing Windows, Linux, or Mac systems (Server and Desktop)

* Upgrading, installing, and configuring application software and computer hardware

* Authority and scope to apply their expertise to all manner of technical problems

* Will participate in all aspects of application\technology lifecycle management including software\hardware selection, implementation, configuration, deployment, training and support

* Responsible for site-based Telecom support\implementation activities (Cisco VoIP environment)

* Responsible for inventory management of endpoint devices.

* Participate in the yearly budgeting process, as well as having involvement in procurement and budget tracking

* Review, develop, update documentation related to Net Admin II support activities

* Responsible for adhering to organizational Change Management practices

* Maintain our environments through the application of regular updates, upgrades, and patches in a timely manner to limit loss of service

* Works with other Mass General Brigham Digital support groups as appropriate to support and troubleshoot hardware, software, and other infrastructure related issues

* Participates in the development and implementation of policies and procedures to improve processes and workflows

* Occasional after hours and weekend work to perform tasks that cannot be accomplished during business hours

* Will need to participate in on-call rotational support

Principal Duties and Responsibilities:
* Provide professional, efficient, and effective customer service to site-based Digital staff and the end-user community

* Provide advanced technical support to site-based Digital staff and clinical\business operations staff regarding all networked applications and infrastructure

* Acts as primary liaison between third-party vendors and end-users during the implementation and troubleshooting of network application\technology solutions

* Coordinate the troubleshooting efforts of technical issues reported by clinical\business operations staff

* Respond to\close tickets submitted by end users through the Service Desk

* Marshall resources within other Digital support teams as necessary to implement\support\troubleshoot hardware, software, network infrastructure, connectivity, and security issues

* Utilizes stored information and documentation to help solve problems. Maintains knowledge base of systems and processes used to solve the problems. Maintains library of information to be used as knowledge base for staff

* Leads the development, implementation, and enforcement of policies and procedures to improve process, workflow efficiency, and provide for a secure environment

* Use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

Working Conditions:
* Possible emergency relocation and/or travel to Mass General Brigham sites

* Ability to adjust the working schedule which may include occasional after-hours and weekend shifts

* Participates in a site-based Digital Operations on-call rotation for after-hours support of high priority system issues

* While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception

* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate

* 5+ years' experience in a Customer Service focused environment installing, supporting, and resolving issues with networked systems

* BS in Computer Science or related field preferred

* A combination of education and experience may be substituted for requirements

Skills/Abilities/Competencies:
* Strong analytical, problem-solving, written, and verbal skills

* Ability to multitask and prioritize work demands

* Excellent interpersonal, communication, and customer service skills

* Ability to be flexible, versatile, and adaptable in day-to-day activities

* Advanced technical knowledge of desktop and laptop computers, printers, and other computing equipment

* Advanced technical knowledge of operating systems (e.g., Windows, Mac OS) and popular software solutions (e.g., Office 365, Internet browsers)

* Advanced technical understanding of networking concepts and networking equipment including hubs, routers and cabling infrastructure

* Advanced knowledge of mobile devices including but not limited to smartphones and tablets

* Moderate understanding of information security concepts and software (e.g., Windows Defender, Crowdstrike, BitLocker, ForeScout Network Access Control)

* Commitment to providing superior customer service and delivering work in a timely and accurate manner following established company standards

* Knowledge of IT Service Management (ITSM)\ Information Technology Infrastructure Library (ITIL) best practices in process areas of incident management and request fulfillment a plus

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.