Job Summary: Monitors and provides frontline and secondary support with Information Systems (IS) issues (e.g. hardware, software, telecommunications, performance, education-related, etc.) for all users within The MetroHealth System. Assists with overseeing the day-to-day operations of the Data Center. Responds efficiently/effectively to monitoring alerts, including issues regarding operating systems, networking, and applications. Enables customers to remain productive in their business and clinical operations. Acts as a liaison between customers and internal IS staff to ensure accurate/timely problem interpretation/resolution. Contributes to the proper operation of the network environment for The MetroHealth System, and the effective/efficient operation of the Data Center. Works in multi-platform environments and with remote access applications/services. Adheres to the standard support policies/procedures/methods for the Data Center, IS Department, and The MetroHealth System at all times. Upholds the mission, vision, values, and customer service standards of The MetroHealth System. Responsibilities: Contributes to patient safety by supporting the System-wide programs and policies addressing a safe environment for patients and the reporting of safety concerns to the appropriate individuals. 1. Displays an understanding of Service Management concepts, including those for ITIL, ISO:20000:2011, and COBIT; utilizes these concepts will executing job responsibilities. 2. Assists with overseeing the day-to-day operations of the Data Center by: a. Compiling/monitoring shift metrics and measurements. b. Identifying opportunities for work to be transferred to the Network Operations Staff, and ensuring that this is done efficiently/effectively. c. Acting as the shift lead as needed. d. Assisting with creating Data Center training materials as needed. 3. With minimal/no supervision from senior team members, monitors and provides frontline and secondary support with Information Systems (IS) issues (e.g. hardware, software, telecommunications, performance, education-related, etc.) for all users within The MetroHealth System by: a. Receiving IS support queries via telephone, email, or any other applicable means; determining the root cause of the user's issue, and conveying this information to other team members as necessary to facilitate issue resolution. b. Recording, documenting, and tracking incidents/requests for service using the ticket tracking software. c. Executing technical troubleshooting and recoveries in accordance with the IS Department's set procedures. d. Resetting user passwords for various systems. e. Offering a single point of contact to users to accurately/quickly/easily resolve issues while focusing on the business/clinical operation needs of The MetroHealth System first and foremost. f. Maintaining a high degree of customer service at all times, and adhering to all service management principles. g. Accessing both internal and external resources to aid in resolving issues, including knowledge bases and frequently asked questions compilations. h. Contributing to the maintenance of knowledge bases, Runbooks, and frequently asked questions. i. Escalating more complex calls/issues to the appropriate IS team member/group; providing appropriate information to other relevant IS groups as needed to resolve issues. j. Ensuring issues are resolved, including using a variety of technologies and business areas as needed. k. Evaluating documented issue resolutions, and analyzing to identify trends; identifying possible proactive resolutions to these trends. l. Coordinating the resolution of major incidents; tracks detail timelines, and facilitates escalations to team members as needed. 4. Acts as a liaison between users/internal support staff to ensure accurate/timely problem interpretation and resolution. Network Operations Center Analyst II - 392062 Page 2 of 3 5. Responds to access management issues and security requests in a timely manner, and documents the responses in accordance with IS Department protocols. 6. Contributes to the proper operation of the network environment (i.e. LAN/WAN, VPN, web, and intrusion detection) for The MetroHealth System, including monitoring assigned elements (i.e. servers, applications, databases, and networks) by: a. Monitoring servers, and addressing issues with servers as they arise. b. Monitoring EPIC, including its associated applications, databases, and jobs. c. Monitoring environmental/power systems for their operational status, including but not limited to computer-grade air conditioning systems, fire detection/prevention systems, and uninterrupted power supply systems. 7. Contributes to the effective/efficient operation of the Data Center by: a. Maintaining awareness of the IS Change schedule and any associated potential impacts to the Data Center and end users. b. Performing, restoring, monitoring, and restarting system backups. c. Racking/un-racking servers, network devices, and other associated hardware. d. Ensuring that cable management is clean, organized, and well-documented; labeling all cooper, fiber, and power cables; documenting the connections between devices, UPS, circuits, and panels. e. Maintaining the physical device inventory, including all elements of the Data Center's racks. f. Monitoring and responding to Data Center environment alarms, including alarm associated with cooling. g. Receiving, storing, moving, and placing equipment as needed; moving back-up tapes as needed. h. Balancing the power requirements for the Data Center's racks. i. Identifying potential locations for new equipment for assigned area(s), and planning for any requisite electrical/data/rack needs. j. Replacing drives, power supplies, and other equipment as needed. k. Administering physical tape functions and tape libraries, including tape-in and tape-out processes, off-site media coordination, and coordinating with backup software administrators. 8. Works in multi-platform environments and with remote access applications/services, including: a. Contributing to the full functionality of The MetroHealth System's IS systems, including monitoring the multi-platform environments, troubleshooting issues both observed and identified by other team members, and recommending process improvements. b. Efficiently/effectively using remote access tools to resolve issues (i.e. issues with the Microsoft Office Suite, email systems, clinical applications, business applications, hardware, network connectivity, and performance) as needed. 9. Coordinates with other departments with The MetroHealth System (i.e. Shipping/Receiving, the Facilities Department, etc.), and various outside contractors and vendors. 10. Contributes to maintaining an organized storeroom, including media/supplies; coordinates the replacement of hardware with third party vendors as needed; acts as a primary point of contact for on-site support visits from vendors. 11. Assists in the development and maintenance of a disaster recovery plan, and participates in its implementation if needed. 12. Adheres to the standard policies/procedures/methods for the Data Center, Information Services Department, and The MetroHealth System at all times; adheres to all terms of The MetroHealth System's confidentiality policy. 13. Keeps abreast of trends/developments/best practices within the Information Systems field by participating in continuing education courses/professional organizations/seminars, reading current literature, maintaining professional contacts in the community, and participating in hospital-required educational programs. 14. Incorporates principles of teamwork in the resolution, completion, and follow-up of responsibilities. 15. Performs other functionally related duties as assigned. Qualifications: Required: Associate Degree in Computer Science or other related field from an accredited institution AND 3 years of related experience. In lieu of a degree, 5 years of related experience will be considered. Strong computer skills and superior knowledge of common programs/systems, including but not limited to: • Microsoft Office 2013 or a more current version (i.e. Word, Excel, PowerPoint, SharePoint, etc.), and basic knowledge of automation practices for these applications. • Operating Systems, including Windows 7 and Windows Server 2008. Network Operations Center Analyst II - 392062 Page 3 of 3 Excellent verbal, written, and interpersonal communication skills. Excellent telephone communication and etiquette skills. Strong customer service skills, and the ability to use those skills with a wide variety of users in a multi-cultural environment across all layers of the organization. Ability to clearly and concisely document information. Advanced analytical and organizational skills. Self-starter who takes initiatives and ownership of job responsibilities. Ability to learn quickly, work in a fast-paced environment, and retain information quickly/accurately. Willing and able to participate in a 3 shift, 24 hour-per-day/7 day-per-week work environment, including working all shifts as is necessary for proper department functionality, and possibly holidays. Access to reliable transportation to travel to various locations throughout The MetroHealth System based on operational needs.Preferred: Bachelor's Degree in Computer Science or other related field from an accredited institution. Current A+ Certification from the Computing Technology Industry Association (CompTIA). Experience with network topology. Experience with integration engines (i.e. Rhapsody, etc.). Experience with system monitoring (i.e. HPOVO, Solar Wind, SCOM, etc.). Experience working with and supporting Citrix deployments. Experience with Job Scheduler software. Understanding of and experience with Process Frameworks (i.e. ITIL, COBIT, ISO:20000:2011, etc.). Knowledge of VPN/Remote Access, Mainframe, Wireless, and Active Directory. Knowledge of Apple products, pagers, MFDs, and telecommunications. Knowledge of Outlook, EPIC, and clinical applications. Knowledge of basic security and/or compliance policies and procedures. Physical Requirements: May sit, stand, stoop, bend, and ambulate intermittently during the day. May need to sit or stand for extended periods. See in the normal visual range with or without correction. Hear in the normal audio range with or without correction. Finger dexterity to operate office equipment required. May need to lift up to fifty (50) pounds on occasion. Ability to communicate in face-to-face, phone, email, and other communications. Ability to see computer monitor and departmental documents.
Shift: 8:00-4:30pm
Specialty Type: Information Technology
Sub Specialties: Business Analyst, Developer/Other, Network Admin
General Certifications: N/A
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