• Responsible for performing the installation, configuration, and maintenance of network infrastructure and related systems • Provides technical support and troubleshoots problems on local area network (LAN), wide area networks (WAN), VPN, and data networks • Adds users, configures, updates traffic rules and troubleshoot company firewall (Checkpoint) • Builds rules, updates rules and troubleshoots web filter and Intrusion Prevention System • Maintains overall inbound and outbound network connectivity using routers and Cisco gateway • Maintains internal network infrastructure including Switch Fabric • Monitors network for system status alerts regarding servers, web applications, and network connectivity • Administers internal secure WIFI • Provides reports on equipment and user access • Provides technical support to various departments and users regarding networks and VPN • Integrates network technology with other information systems and performs testing, troubleshooting, performance tuning, and maintenance • Documents work in ticketing system, and enterprise content management software/team collaboration tools • Creates, or assists in creating Standard Operating Procedures, and presenting proposals to appropriate review boards • Supports the needs of the Technology department to facilitate their networking needs • Supports Help Desk Ticket Monitoring and Response, desktop health checks & support (virtual & physical) • Participates in off-hours support • Creates user voicemail and telephone accounts as well as hunt groups, route partitions and call search spaces using VOIP system

• Manage and improve the LAN, WAN, and wireless networks at our offices • Ensure stable, secure, and optimized connectivity for the contact center, with a focus on VoIP and real time traffic • Set up, configure, and maintain LAN, WAN, and wireless networks • Install and manage routers, switches, firewalls, and access points • Monitor performance and troubleshoot network problems quickly • Configure site to site and client VPNs (IPSec, L2TP) and maintain firewall rules • Apply QoS to improve VoIP call quality and reduce dropped calls • Diagnose VoIP issues such as ghost calls and SIP or RTP problems using tools like Wireshark • Perform quarterly preventive maintenance and firmware upgrades • Keep network documentation and diagrams accurate and updated • Set up alerts, usage reports, and analytics for capacity planning • Work with IT support and operations to resolve incidents • Support cloud tools like Google Workspace and Microsoft 365

• Assists in the enrollment, maintenance, development and management of the Provider Network for members who have been identified as having mental health, substance use or intellectual development disability needs. • Responsible for reviewing, monitoring and ensuring compliance with facility licensure, national accreditation requirements, clinical coverage policies and other requirements related to the provision of behavioral health services. • Responsible for receiving, reviewing, analyzing and entering time sensitive and confidential provider information. • Responsible for ensuring that providers are properly enrolled in NC Tracks prior to enrolling them into the system. • Responsible for managing, tracking and filing information submitted to and information received from providers related to ongoing maintenance of provider enrollment and contracting. • Responsible for managing, processing, tracking and filing requests from providers to join the network and requests from providers to make changes to their contracts. • Responsible for regular follow-up of status of submitted requests to join the network and provider maintenance requests. • Responsible for resolving issues and supporting providers regarding their requests to contract with or make changes to their contract with Partners. • Responsible for monitoring and follow-up associated with the provider enrollment file and the provider network file. • Participates in performance improvement activities. • Composes letters, memos and emails to internal and external contacts. • Researches questions related to joining the Partners provider network and/or change requests and responds to internal and external contacts regarding concerns related to delays and inconsistencies in information. • Demonstrates the ability to communicate professionally and clearly in both verbal and written form both internally and externally. • Monitors and updates provider information as required. • Accurately and clearly documents process steps, dates and work status. • Verifies providers meet the requirements to provide services in the Network according to parameters determined for qualifications and needs of the Network. • Interprets audit results, identifies trends/patterns that impact service/system quality, and then implements interventions aimed at addressing these trends/patterns with the outcome of services delivery to consumers at the highest degree of quality.

• Configuration of network equipment. • New network setups. • Network monitoring. • Basic troubleshooting. • Network documentation.