Associate Technical Support Analyst

About the role

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.

Responsibilities

• 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).
• 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.
• 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).
• 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.
• 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.
• Supporting Network Services: 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).
• Supporting Troubleshooting Efforts: Supports the execution of disaster recovery and business continuity processes and events. Participates in weekly meetings to include change management for areas of responsibility.
• Supporting Current Industry Software: 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.
• Removing Applications: Removes all technical, financial and clinical applications that may be deployed or acquired as instructed.
• Utilizing Effective Tools: Utilizes the effective tools and adheres to all change management, problem management, incident and request management policies and procedure as required.

Qualifications

Minimum Qualifications:

• Education, Certification, and/or Licensure: Bachelor’s degree in information technology, computer science or other related field OR; High School Diploma or equivalent AND Two (2) years of experience in networking and server platform.

Preferred Qualifications:

• Education, Certification, and/or Licensure: CompTIA Network + CompTIA Security + CompTIA Server + Experience Experience working with end-users and across multiple teams to include proper change management and ticketing software.