Helpdesk Manager
Horizon Industries, Limited
ITSM
Job Level
JuniorMid-Level
Tech Stack
AzureCloudDNSSQL
About the role
- Deliver round-the-clock (24x7x365) Tiered support for the Azure GOV Cloud-hosted PACS system
- Utilize PACS system knowledge and bio-medical imaging training to maintain system functionality
- Manage and monitor Azure services: VMs, resource groups, NSGs, Load Balancers, Traffic Manager, Backup, Azure Files
- Troubleshoot and resolve issues using remote support tools (SSH, Remote Desktop) and coordinate with vendors
- Maintain accurate documentation: procedures, maintenance logs, equipment databases
- Test Windows and Red Hat patches in lab, verify application functionality, and deploy patches to production; automate patching processes
- Support SQL Server cluster maintenance and monitoring of virtual servers/cloud-native services
- Log and manage incidents via service desk, perform installs/configuration changes, software management, and resolve network/firewall issues
Requirements
- Must be able to obtain a Public Trust Clearance (must be a US Citizen)
- 24x7x365 tiered support experience for Azure GOV Cloud-hosted PACS systems
- Knowledge of PACS systems from common OEMs used in the federal government
- Bio-Medical equipment training in imaging and OEM PACS solutions
- Experience managing Azure services (virtual machines, resource groups, Network Security Groups, Azure Load Balancers, Azure Traffic Manager, Azure Backup, Azure Files)
- Troubleshooting using SSH and Remote Desktop
- Maintain documentation for procedures, processes, maintenance logs, and equipment databases
- Test and automate Windows and Red Hat patching in lab and deploy to production
- Support and maintain SQL Server cluster configurations
- Use service desk software to maintain a comprehensive database of calls and messages
- Provide detailed feedback to the knowledge database and participate in team meetings
- Self-manage an incident ticket queue: ticket tracking, asset tracking, patch management, timely ticket closure
- Install, configure, update, and troubleshoot software, drivers, COTS/GOTS applications, OS, and patches
- Resolve network and firewall issues; monitor virtual servers and cloud services
- Experience coordinating projects and working as a team player
- Specific experience requirements: 2+ years Microsoft server platforms (Windows Server 2019+), 2+ years Microsoft Azure (preferably GOVCLOUD), 2+ years Red Hat (8+), 2+ years Active Directory (accounts, OUs, Group Policy, DNS)
