NETWORK TECHNICIAN SR

About the role

Covenant Health is the region’s top‑performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest‑growing physician practice division. Headquartered in Knoxville, Covenant Health is a community‑owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times.

Responsibilities

• Reporting to the IT Network Group Manager, under minimal supervision, identify and diagnose complex issues affecting network performance.
• Provide guidance and leadership to less experienced staff.
• Work resourcefully under limited supervision by providing quality support to internal and external customers over phone, email, and in person.
• Maintain thorough knowledge and understanding of configuration, installing and maintaining/troubleshooting all aspects of the data network; plan repairs and direct others in all phases.
• Conduct tests and analyze all elements of the network to determine corrective action plans while directing other network teams throughout the process.
• Interface with other IT groups, internal teams, vendor support service groups and management to identify and resolve issues; ensure proper escalation during outages or degraded network performance.
• Work with engineers to contribute to planning of corrective measures.
• Provide exceptional troubleshooting skills of LAN/WAN wired and wireless connectivity issues; guide less experienced team members.
• Communicate and work cohesively with IT Technical Services Project Managers on facility projects; ask appropriate level questions, gather information for network group discussion, complete tasks on time and under budget.
• Provide detailed documentation using Visio, Word and Excel.
• Monitor network performance using preventive maintenance measures to ensure a stable and reliable network while planning for corrective actions.
• Work directly with engineers to gain knowledge.
• Maintain thorough knowledge of switch configurations such as VLANs, routing, and non‑vendor specific protocols to ensure configuration changes meet group standards.
• Provide exceptional problem‑solving skills to meet customer needs; work thoroughly from beginning to end to find resolutions and collaborate with team members of different skillsets.
• Work directly with network engineers and less experienced team members to resolve complex network issues and assigned tasks, providing onsite support to plan repairs.
• Provide direction and training for less‑experienced team members in group or one‑on‑one sessions for new or current staff to ensure group standards are followed.
• Local travel required.
• Follow policies, procedures, and safety standards.
• Complete required education assignments annually.
• Work toward achieving goals and objectives; participate in quality improvement initiatives as requested.
• Perform other duties as assigned.

Requirements