Tech Support Analyst

WVU Medicine

About The Position

This position is responsible for the support of network services and infrastructure to include but not limited to telecommunications, networking, security, servers, databases, PC and application support at WVUHS facilities or affiliated sites. The primary duties include being the Tier 1 service provider and onsite representation for coordinated support from Tier 2 and Tier 3 analyst/engineers in Enterprise Information Systems team.

Requirements

Bachelor’s degree in information technology, computer science or other related field OR; High School Diploma or equivalent AND four (4) years of experience in networking and server platform.
Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.
Ability to handle and maintain confidential information.
Ability to work on networks, security appliances, servers and pc’s.
Ability to lift at least 50 pounds.
Ability to work independently or cooperatively as a team member.
Ability to adapt to various workloads and assignments.
Ability to work with multi-disciplinary groups and facilitate meetings.
Must have reading and comprehension ability.
Knowledge of healthcare work environment, healthcare information systems, EHR applications.
Knowledge of change management processes, ITIL.
Generalist knowledge of IT infrastructure to include (but not limited to) Servers, Networks, Security, Applications and PC’s.
Has mid-level knowledge as it relates to configuring and troubleshooting PC’s on Windows 7 and Windows 10.

Nice To Haves

CompTIA Network +
CompTIA Security +
CompTIA Server +
Experience working with end-users and across multiple teams to include proper change management and ticketing software.

Responsibilities

Network Support: Monitors networking equipment logs and alerting systems. Manages fiber optic plant. Liaise with vendors and Telecom personnel for Phone system and VOIP support. Maintains network information databases. Configures distribution and access layer network equipment with the direction of Senior Analyst and Engineers. Verifies network daily, weekly and monthly tasks. Maintains End of Services / End of support lists.
Server Architecture and Operating System Support: Utilized knowledge of Server hardware platforms and components for daily tasks. Maintains network server hardware systems and components. Utilizes knowledge of Server hardware platforms and components for daily tasks as assigned by Senior and Network Analyst. Supports software, firmware and OS updates. Provides legacy server support. Helps technical services top tier members with system consolidation projects (user files, internet, and of support and unmanaged devices).
Application Support: Utilizes knowledge of industry standard application delivery platforms such as Citrix and Microsoft Hyper-V and other virtual and physical platforms for application delivery. Follows technical guidelines to deploy hardware and software to support application delivery method under the direction of Senior and Network Analyst.
Infrastructure Management: Follows all data cabling and labeling procedures within the health system. Updates all rack layout and rack elevation documents as changes occur. Installs, manages, and/or updates any network services infrastructure devices as needed including but not limited to power PDUs, KVMs, security door locks, security Cameras, servers and databases.
Team Building: Assists and mentors co-workers. Performs the following core duties: participates in mentoring, training, and development of other employees. Seeks and respects the views of others, including patients/families and customers when appropriate. Creates and updates internal documentation for team members to use. Coaches and provides support/encouragement for employees to exceed their own expectations.
Technical Administration: Uses office productivity software to create and update team documents and to document network/security issues for management. Populates and maintains network information databases. Routinely performs the following duties: works with the problem tracking system to monitor network problems. Stays aware and current with recent developments in network technology. Analyst must be able to work with our customers to identify and report issues with applications. Analyst must work under Senior Network Analyst to resolve the issues with application and user access to specific applications.
Security Support: Responds to and implements security/incident/firewall requests under supervision of Senior IRT Team. Configures VPN and firewall rules and provides accurate documentation under supervision of Senior IRT team member. Responds to reported machine compromises and reports to Senior IRT team member. Assists with Mobile Device Management system to troubleshoot end user issues.
Telecommunications Support: Performs a full range of maintenance, troubleshooting, and repair of various types of telecommunication systems. Maintains all Telecommunications and related physical infrastructure under guidance from Senior Analyst. Configures telecom equipment under the guidance of Senior Analyst.
Project Management: Defines tasks and creates team work plans with moderate supervision. Identifies issues affecting work progress and recommends solutions. Assists senior personnel in controlling project costs, communicates any project-related expenses, and suggests ways to manage costs (if assigned). Measures progress toward goals and revises work plans accordingly. Collaborates with management in planning, directing, and coordinating operational and procedural matters to meet goals and objectives. Serves as the project coordinator when assigned by management, demonstrating the ability to organize and prioritize multiple tasks. Manages project time, task and personnel coordination, and scope. Provides Project Coordination Services to customers as assigned and adheres to the organization's project management methodology. Ensures projects are updated using appropriate Project Management Toolsets.
Video Conferencing: Ability to test, troubleshoot and work independently to resolve both customer and executive issues or problems. Develops and utilizes tools to monitor audio and video quality across the network in real-time. Provides training to the Service Desk and other IT administrators on the administration and support of video conferencing equipment.
On-Call Responsibilities: Accepts on-call duties and responds with action, either by phone or on-site, as defined by department policy.
Policy Adherence: Follows established policies of the WVUHS and the entity where the IT team member is assigned to work and/or employed.
Vulnerability Testing and Risk Mitigation: Participates in periodic testing of networks to identify vulnerabilities. Identifies and confirms vulnerabilities and reports findings to Analyst and Engineers. Can identify the risk, threat level, and business impact of an event.
Application Delivery: Works with customers to identify, and reports issues with application delivery. Works with our customers to resolve issues with user access to delivered applications. Assists with managing user access to delivered applications.
Inventory Control Manages efficient acquisition systems for items managed by Information Technology. Maintains systems which assure the accuracy of perpetual inventory counts and inventory locator systems to facilitate easy retrieval for all items. Develops and maintains reorder management systems (to include the application of par levels and min/max parameters) to assure a high level of customer service while minimizing inventory levels. Provides data to measure progress towards cost reduction targets and inventory goals Develops and analyzes reports (i.e., ABC analysis, usage history, etc.) to target efforts to maximize inventory efficiency Conducts the year-end physical inventory and other periodic inventory counts as necessary. Provides inventory management expertise across Information Technology. Assures that the daily operational needs for supplies and equipment are met. Ascertains daily order requirements through Workday recommendations, physical counts, receiving inventory and personal observation. Has signature authority for shipping and receiving orders on a daily basis. Maintains proficiency in the use of Enterprise applications, including but not limited to Workday and ServiceNow. Maintains necessary accounting knowledge and coordination needed to assure that all necessary financial matters are handled appropriately (perpetual inventory reconciliation, Workday interface, manual billings, etc.) Provides reports through Enterprise applications (including but not limited to Workday and ServiceNow) or electronic spreadsheets as requested.
Supports network services team by assisting in maintaining server infrastructure onsite to include but not limited to Nutanix, Hyper-V, VMware, or any physical hardware as requested.
Supports healthcare applications by helping troubleshoot technical problems from the remote site for the application team. Instruct end-users on proper use of applications as requested.
Provides first level and basic second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
Supports troubleshooting efforts in conjunction with Tier 2 and Tier 3 engineers to identify routine and moderately complex problems.
Supports the execution of disaster recovery and business continuity processes and events.
Participates in weekly meetings to include change management for areas of responsibility.
Supports current industry software by recommending, installing, configuring, upgrading, troubleshooting, managing and removing such applications as Windows desktop operating systems, Microsoft Office suite, billing, accounting, clinical, ERP, anti-virus and encryption along with other programs that may be deployed or acquired. Removing all technical, financial and clinical applications that may be deployed or acquired as instructed.
Utilizes the effective tools and adheres to all change management, problem management, incident and request management policies and procedure as required.