Technical Support Administrator

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization. 

The Technology Support Administrator (IT Systems Administrator), reports to the Service Desk Manager and will potentially have matrixed reporting responsibilities to IT infrastructure, operations and application leadership. The Technology Support Administrator (IT Systems Administrator) role is to administer and maintain IT operating systems and related hardware and software to ensure stable performance. This role will be required to perform work with minimal supervision. Handles complex issues and problems and acts as a liaison and escalation point for Tier 3 engineers and architects. Possesses comprehensive knowledge of subject matter. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements

SKILLS

Job Description

• Coordinate with Service Desk, Engineering, Application, and Database Administration teams. to implement desktop and server systems that utilize industry best practices.
• Deploy servers, printers, scanners, switches, routers and other hardware as required.
• Ensure proper management of Configuration Items (CI’s) within the Configuration Management Database (CMDB) and tagging of assets in accordance with GEHA policy.
• Install and configure software and hardware.
• Evaluates complex system specifications, input, and output processes, and working parameters for hardware and software compatibility.
• Monitor performance and maintain systems according to requirements.
• Experience documenting and maintaining configuration and process information.
• Acts as a liaison between the Service Desk team and the engineering and architecture teams.
• Acts as a point of escalation as tickets and issues move through the tiered escalation process
• Researches and recommends innovative and possible automated approaches for system administration tasks.
• Provides leadership, coaching, and/or mentoring to other teams.
• Good understanding of the organization’s goals and objectives.
• Knowledge of applicable data privacy practices and laws.
• Requires effective communication and presentation skills.
• Excellent technical, diagnostic and troubleshooting skills

Position Requirements

• Requires a Bachelor’s degree in a Computer Information Services or a related field experience.
• Additional years of qualifying work experience may be considered in lieu of formal education.
• Requires 1-3 years of the following:
• Requires knowledge of Microsoft Client and Server products as well as Microsoft Office 365 products and services.
• Working technical knowledge of network, PC, and platform operating systems, including Microsoft Windows 10 Enterprise, Microsoft Windows Server 2016 / 2019 Datacenter, RedHat Enterprise Linux, VMWare, Cisco IOS / NX-OS.
• Extensive application support experience within a fully virtualized Microsoft and VMWare environment.
• Working technical knowledge of current systems software, protocols, and standards, including Citrix, Virtualization, Hyper-Converged Infrastructure, Software Defined Networks (SDN), Active Directory, Firewalls, PBX, CMDB, SCCM, and Intune.
• Requires extensive knowledge of desktop technology, including Windows operating systems, security agents, application delivery systems such as SCCM and InTune.
• Deep understanding of network protocols and transport, VPN, and Citrix application layering.
• Proficient in PowerShell scripting and
• Experience in process automation.
• Experience with writing and applying GPOs to a distributed laptop environment.
• Experience with writing and applying GPOs across a multi-server Citrix environment.
• Manage, maintain, and implement software packages in Microsoft Systems Center Configuration Manager (SCCM).
• Administration of Citrix Published Desktops and Citrix Published Applications.
• Manage communication platforms (Microsoft Exchange, Microsoft Teams, Avaya PBX) and connection solutions, including workstation connectivity, local area networks, company Web site, intranet, and Internet applications.
• Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• Preferred Experience
• Experience with monitoring tools such as NetScout, NetBrain, SolarWinds, and Splunk.
• Experience with SASE solutions such as Zscaler, Netskope.

Personal Attributes

• ·Effective interpersonal skills and relationship-building skills.
• ·Strong written and oral communication skills.
• ·Ability to present ideas in user-friendly language.
• ·Understanding of the organization’s goals and objectives.
• ·Analytical and problem-solving abilities, with keen attention to detail.
• ·Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• ·Experience working in a team-oriented, collaborative environment.
• ·Strong customer-service orientation.

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan:  company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution   
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

Please note that the salary information is a general guideline only.  GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The annual base salary range for this position is $70,982 - $100,058 USD.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.