Associate Tech Support Analyst - Network Infrastructure/Data Center

We need to output HTML fragment with sections only if content present. Must include

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT repeat job title as heading. Remove boilerplate. Must preserve all substantive information. We need to parse the posting. Let's extract sections: - About the role: The introductory paragraph: "Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you’ll find other important information about this position." That's boilerplate about applying; we should remove application instructions. So we can drop that. The next sentence: "This position is responsible for first level support for 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." That's about the role. So we can put that in

  About the role

  with

  . - Responsibilities: The "CORE DUTIES AND RESPONSIBILITIES:" section includes many bullet-like statements. We need to extract duties as list items. The text includes many sentences; we can break each duty into

• . Must preserve all substantive info. We'll need to parse the long paragraph. Let's extract duties from that section: The section starts: "CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned." Then list of duties: - Network Support: Under guidance from Senior Network Engineer, Analyst should be able to support data networking equipment. Analyst will be responsible to Install and rack basic network and security appliances. Analyst will run data cabling and terminate cable ends. Monitors all UPS and backup power. - Server Architecture and Operating System Support: Analyst must be able to assist Senior Network Analysts and Network Analysts in troubleshooting of basic servers and Windows Operating systems. 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: Analyst must be able to work with our customers to identify and report issues with applications. Work under Senior Network Analyst to resolve the issues with application and user access to specific applications. - 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: Performs the following core duties participate in mentoring, training, and development of other employees. Participates in training and professional development sessions. Participate in departmental teams. Travels independently to remote sites and communicates back to the team while working offsite (if assigned). Exhibits objectivity and openness to the view of others, including patients/families and customers Offers assistance and support to co-workers. Contributes to building positive team spirit and cohesiveness. Balances team and individual responsibilities. Works proactively and cooperatively in group problem-solving situations. Proactively works to resolve conflicts. Encourages peers to seek innovative approaches to solve problems. Engages peers/ employees in improving the quality of the work - Technical Administration: Use 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. Stay 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: Educates customers on security issues and protection of data on the network. Works with Senior IRT Team to mitigate any threats as needed onsite. Assists with mobile device setup under leadership from Senior IRT Team member. - Telecommunications Support: Learn procedures and assists Senior Telecommunications analyst with maintenance and troubleshooting. Under guidance from Senior Analyst, maintains telecom backups and UPS power supplies. - Project Management: Reviews, identifies and documents any issues, barriers, or risks and brings them to management’s attention. Provides Project/Task Coordination Services to customers as assigned. Participate in joint application and/or technical development sessions. Apprises status, schedule variances, and outstanding issues with team members and project managers manages workload and balances quality of work with deadlines. Completes proper documentation of work tasks per policy. Assists in controlling project costs and communicates any project-related expenses (as assigned). Suggests ways to better accomplish assigned tasks. Successfully meets deadlines, user’s expectations and project goals. Participate in departmental and project teams as requested in a support role and report all relevant information and/or notes back to the rest of the team. Manages expectations and engages management to review/resolve any potential changes to project scope, expected deliverables, etc. Participates in post implementation review of projects. Implement changes while adhering to the change control policy and procedures for the project in order to deliver a successful solution to the customer. Communicates to all parties the nature, significance and risk factors of corresponding projects. - 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. Develop 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. That's huge. We need to output as list items. Could group by subheadings? The instruction: Use
  • for any list of duties/requirements/benefits. It doesn't forbid nested headings inside list? Probably we can keep each duty as a list item, maybe with subheadings as inside
  • . But we must not invent headings; we can keep the duty titles as part of the list item text. We also have Minimum Qualifications and Preferred Qualifications sections. Those go under Requirements or Qualifications? The headings allowed: Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide where to place qualifications. Likely "Requirements" for minimum qualifications, "Qualifications" for preferred qualifications. Or we could combine. The instruction: Use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have both Requirements and Qualifications sections. Thus: -

    Requirements

    with Minimum Qualifications content. -

    Qualifications

    with Preferred Qualifications content. - Skills: There's a "Skills And Abilities" section near the end. That can go under Skills. - Benefits, Pay, Schedule: Not present in posting. So we should NOT include those sections. We also have Physical Requirements and Working Environment sections. Those could be part of Requirements? But they are not explicitly listed as headings we can use. Could we include them under Requirements? The instruction says we can use those headings only if posting has real specific content. It does have physical requirements and working environment. Could we create a section like "Requirements" and include those as list items? Might be okay. But we already have Requirements for minimum qualifications. Could we add another section like "Physical Requirements"? Not in allowed list. So we must fit into allowed headings. Perhaps we can put physical requirements under Requirements as well, but that may mix with qualifications. However the instruction: "Prefer a few substantive sections over many thin ones." So we could combine Minimum Qualifications, Physical Requirements, Working Environment into Requirements section. But we also have Qualifications (preferred). Skills separate. Thus: - About the role - Responsibilities (list of duties) - Requirements (minimum qualifications + physical requirements + working environment) - Qualifications (preferred qualifications) - Skills (skills and abilities) We must not include Benefits, Pay, Schedule. Now we need to extract content precisely, preserving all substantive info, not inventing or summarizing away detail. We must remove boilerplate: welcome/apply lines, EEO, etc. Also remove duplicated lines (like repeated sentences). We saw some duplicated sentences: "Analyst must be able to work with our customers to identify and report issues with applications." appears multiple times. We should keep only one instance? The instruction: "Preserve ALL substantive