IT Systems & Network Analyst

Position Overview:

The IT Systems & Network Analyst serves as the organization's primary helpdesk technician and provides hands-on support for servers, networks, endpoints, and databases under the direction of the Information Technology Manager. Approximately 30% of this role is dedicated to helpdesk support, including answering support phone calls and working service tickets. The remaining time is spent on assigned systems administration, network, cabling, and infrastructure project work. The incumbent coordinates and completes assigned project tasks and supports a 24/7 critical care transport operation. The IT Systems & Network Analyst has have the ability to travel overnight and work a flexible schedule, including frequent evenings and weekends 

Minimum Required Educational Level:

Bachelor's degree in Information Technology from an accredited institution.

Preferred Educational Level:

Industry certifications preferred, such as CompTIA A+, Network+, or Security+, Microsoft Endpoint Administrator, or Sophos Certified Engineer.

Required Previous Experience:

Three (3) or more years of experience in information technology support or systems/network administration, including hands-on experience with:

• Helpdesk and end-user support, including phone support and ticketing systems
• Windows Server and Active Directory (users, groups, Group Policy, DNS, DHCP)
• Firewall administration, including rules, NAT, VPN, and site-to-site tunnels (Sophos preferred)
• Microsoft SQL Server maintenance, including backups, maintenance jobs, and user access
• Microsoft Intune and Entra ID for device enrollment, compliance, and application deployment
• Computer imaging and deployment tools (SmartDeploy, Autopilot, or similar)
• Terminating and testing Cat6 cable, running network cabling, and installing network equipment

Preferred Previous Experience:

• Microsoft 365 administration (Exchange Online, Teams, SharePoint/OneDrive)
• IP camera and access control systems (Verkada preferred)
• Microsoft Teams Phone / VoIP systems
• Microsoft Power BI reports and SQL queries
• Healthcare, EMS, aviation, or other 24/7 operational environments, including HIPAA awareness

Required Certifications and/or Registrations:

Driver’s license in good standing and acceptable Motor Vehicle Record history as described within the company’s Driver Acceptability standards 

Environmental and Mechanical Considerations:

The IT Systems & Network Analyst conducts activities in an office environment as well as equipment rooms, ceilings, hangars, and field locations. Limited exposure to electrical and mechanical hazards may exist. Travel to helicopter and ambulance bases, hospitals, and other facilities is required. During these visits, the incumbent may be exposed to loud noises, weather, and operating aircraft and mechanical equipment.

Physical Demands:

• Ability to lift, push, pull, and carry boxes and/or equipment up to fifty (50) pounds
• Ability to climb ladders and work at elevated heights when installing equipment or cabling
• Ability to work in equipment rooms, ceilings, and other confined infrastructure areas
• Ability to stand, walk, climb, balance, reach, stoop, bend, and crouch for extended time periods
• Ability to use close, distant, and peripheral vision, depth perception, and visual focus
• Ability to clearly hear and interpret voice and telephone communication

Post-Hire/On-Going Personal Assessments:

Randomized and specific need drug and alcohol usage testing

Position Specific Accountabilities:

Helpdesk & End-User Support 

• Serves as the primary helpdesk technician and first point of contact for IT support. Answers support phone calls and works service tickets from staff, vendors, and member hospitals.
• Diagnoses and resolves hardware, software, account, and network issues. Escalates to the IT Manager or vendors when appropriate.
• Keeps tickets updated, communicates status to users, and closes tickets in a timely manner.
• Builds, maintains, and deploys computer images. Configures and deploys desktops, laptops, tablets, mobile devices, and printers.
• Manages devices through Microsoft Intune, including enrollment, policies, application deployment, and updates.
• Provides user training on supported systems and devices.

Systems, Database & Network Administration

• Performs day-to-day administration of Windows Servers, Active Directory, Group Policy, DNS, and DHCP.
• Maintains Microsoft SQL Server instances and databases, including backups, maintenance jobs, integrity checks, patching, user access, and restore testing.
• Performs server monitoring, and backup verification.
• Performs day-to-day firewall administration, including rule changes, VPN and remote site connectivity, and firmware updates, as directed by the IT Manager.
• Monitors and troubleshoots LAN/WAN, switching, and wireless connectivity at the office, bases, and remote sites.
• Supports endpoint protection, patch compliance, and user access reviews.

Cabling, Installation & Field Work

• Runs, terminates (RJ45, keystone jacks, patch panels), labels, and tests Cat6 network cabling.
• Installs and connects network equipment, including switches, access points, firewalls, cameras, and phones.
• Installs and maintains cameras and other network-connected security devices.
• Travels to helicopter and ambulance bases, member hospitals, and other facilities for installations, upgrades, and troubleshooting.

Project Work & Coordination

• Completes project tasks assigned by the IT Manager, such as site deployments, hardware refreshes, and system upgrades.
• Coordinates with department managers to schedule work, confirm requirements, and communicate status through completion.
• Schedules and works alongside vendors and contractors on-site as directed by the IT Manager.
• Maintains technical documentation, including network diagrams, device inventories, procedures, and knowledge base articles.

Operational Support

• Works evenings and weekends as needed for maintenance windows, upgrades, projects, and emergency support. Participates in on-call support as assigned.
• Within the scope of qualifications and experience, performs other duties as assigned by the IT Manager or senior leaders.

Company Accountabilities, Expectations, and Competencies:

Follows standards developed by appropriate governmental bodies 

Maintains a clean, neat, professional workspace

Within the scope of his/her qualifications and experience, performs other duties as assigned 

Values educational programs offered by the organization and strives to make personal education a priority. Takes ownership of educational expectations and demonstrates engagement in classes. Takes initiative in downtime to practice skills and takes initiative to seek out learning opportunities to grow beyond current role

Provides the highest quality care, delivered with concern and compassion. Constantly assessing and working to improve all components within scope of position and job function. Accepts responsibility for own actions; doesn't place blame on others. Welcomes constructive feedback. Does quality work and completes duties timely without working around defined processes. Is committed to the wise use of company resources and strives to reduce waste or re-work

Values safety above all. Recognizes that safety is our company culture and demonstrates commitment to safety in every aspect of work. Addresses any safety hazards and if unable personally to correct, reports immediately and takes efforts to protect others from the hazard. Consistently demonstrates safe work practices designed to avoid injury and reduce exposure to illness, and demonstrates teamwork in promoting a safe, secure, and accident-free environment

Serves our patients, customers, and other healthcare and public safety professionals. Consistently exceeds expectations of those we serve. Anticipates needs and is proactive in dealing with concerns with courtesy and an appropriate sense of urgency. Identifies opportunities to improve our responsiveness to those we serve

Performance Evaluation Schedule:

Annually, according to job family schedule

We are an Equal Opportunity Employer