IT Support and Infrastructure Manager

Arcadia Family of Companies•Honolulu, HI

1d•Onsite

About The Position

The Arcadia Family of Companies is a local non-profit organization committed to providing senior living excellence in a gracious, compassionate, and dynamic environment which meets the spiritual, physical, and social needs of every resident, client, and member we serve. This role manages the IT Help Desk, network environment, servers, telecommunications, and endpoint systems that support residents and staff across the organization. The manager ensures technology services are secure, responsive, and aligned with the organization’s mission to deliver high-quality care and exceptional customer service and technology experiences.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
5–7+ years of progressive IT experience in systems administration or infrastructure roles.
Strong knowledge of server, network, security, and cloud technologies.
Windows Server, Active Directory, Azure AD/M365 administration.
Virtualization (VMware/Hyper-V), SAN/NAS storage systems.
Firewall, switching, routing, and Wi-Fi technologies.
Strong analytical, diagnostic, and problem-solving skills.
Excellent communication skills, including documentation and user interaction.
Ability to balance proactive system improvements with daily operational needs.
Strong commitment to service excellence in a mission-driven environment serving older adults.
Ability to lift up to 40 lbs for equipment installation.
Ability to climb ladders, access wiring closets, and navigate campus buildings.
Occasional evening or weekend work for maintenance windows or emergencies.

Nice To Haves

Preferred certifications: CompTIA Network+ / Security+, CCNA, Microsoft, or equivalent.
Experience in healthcare, senior living, or similarly regulated environments preferred.
PowerShell scripting and automation skills a plus.

Responsibilities

Oversee the planning, implementation, and maintenance of all IT infrastructure, including servers, storage, wired/wireless networks, telecommunications, and cloud services.
Ensure high availability, resiliency, and performance of core systems supporting clinical, operational, and engagement platforms (e.g., EHR, HER integrated systems, life-safety systems, resident engagement technology).
Manage data backup, disaster recovery, and business continuity processes.
Evaluate and implement infrastructure upgrades, replacements, and lifecycle planning.
Lead or support infrastructure and support-related projects, including network modernization, EMR upgrades, resident-facing tech deployments, and building expansions or renovations.
Lead and supervise the IT support team, including help desk technicians and systems/network administrators in daily operations and strategic project initiatives.
Develop and enforce service desk procedures, SLAs, and escalation workflows.
Oversee incident, request, and problem management to ensure timely resolution and positive end-user experience.
Provide hands-on support for complex or escalated technical issues.
Collaborate with IT leadership to maintain strong security posture, including endpoint protection, access controls, vulnerability management, and patching.
Ensure compliance with HIPAA, NIST and other applicable long-term care regulatory requirements.
Participate in cybersecurity risk assessments and support remediation efforts.
Manage relationships with hardware, software, telecom, and managed-service vendors.
Oversee procurement of IT equipment and services; maintain accurate asset inventory.
Ensure vendor deliverables meet quality, budget, and performance expectations.
Partner with clinical, administrative, facilities, and resident services teams to ensure technology supports operational needs.
Provide user training, documentation, and education on tools, policies, and best practices.
Communicate outages, maintenance schedules, and technology updates effectively.

Benefits

Medical, dental, and vision coverage for employees and dependents
Flexible spending account
Employee Assistance Program
Generous 403(b) Retirement Plan with 8.5% employer contribution every paycheck based on gross income after completion of one year of employment when you contribute 4% or more.
Free Employee Meals
10-20 vacation days based on tenure
11 paid holidays – including your birthday
5 days of sick leave after 90 days of employment, with accrual up to 90 days
Education Assistance Program for qualified employees who want to become Certified Nurse Aids (CNAs)
Access to a wide array of online training courses through Relias