Job Description

1. Responsible for providing support to HMSA's network infrastructure. Responsibilities include, but are not limited to the following:
   
   • Ensures the reliability of HMSA's networks
   • Maintains and upgrades HMSA's network infrastructure.
   • Updates configuration management tools, and documents procedures and configurations.
   • Maintains and operates network monitoring tools.
   • Utilizes monitoring tools to analyze capacity and growth.
   • Performs and analyzes packet captures across various locations.
   • Maintains system security by following audit and compliance procedures. Installs systems patches to support vulnerability managements. Maintains the physical security of network infrastructure.
   • Implements contingency plans, to include backup and restoration procedures.
2. Provides technical expertise across business functions, understanding the relationship between the business and the Information Systems Department. Consults with other Information Systems Department teams regarding infrastructure requirements. Plans and implements upgrades and ensure that change management procedures are implemented and followed. Coordinates and plans activities with vendors. Ensures that asset and disposal procedures are adhered to. Maintains inventories as appropriate. Monitors Key Performance Indicators and maintains service levels to ensure that requirements are met or exceeded. Escalates problems as required. Informs management as appropriate. Troubleshoots and diagnoses problems. Works with multiple vendors to coordinate the resolution of issues. Reviews logs and maintains Information Technology Service Management tools to document changes and identify recurring problems. Identifies the training needs of users. Shares knowledge with users and other Information Systems Department staff. Updates users on the status of incidents and problems. Ensures that follow-up procedures are adhered to. Tracks customer satisfaction. Participates in long-term infrastructure strategy and planning. Participates in rotating on-call support schedules. Provides after-hours support to business operations, as needed. Supports remote locations across the Hawaiian Islands, to include overnight travel, as needed. Required to be on-call for critical incidents as they arise.
3. Employee must participate in continuing education and training as needed or assigned. This is to ensure an accurate and updated knowledge base.
4. Performs all other miscellaneous responsibilities and duties as assigned or directed.

1. Associate's degree or technical institute degree / certificate or equivalent work experience.
2. One year of relevant information technology work experience.
3. Substitutions such as a higher-level degree, specialized training or certification and less work experience will be considered.
4. Demonstrates the ability to learn multiple technologies, such as Cisco / Aruba networking equipment, load balancers, next-generation firewalls, network access control, IPSec VPN, data center infrastructure, cloud computing, packet capture analysis, scripting, network monitoring tools, wireless analysis, Uninterruptable Power Supply systems, structured cabling management, network documentation and diagrams.
5. Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook.