Associate Tech Support Analyst

About the RoleThis position is responsible for first-level support for network services and infrastructure, including telecommunications, networking, security, servers, databases, PCs, and application support at WVUHS facilities or affiliated sites. The primary duties involve serving as the Tier 1 service provider and onsite representative for coordinated support from Tier 2 and Tier 3 analysts/engineers in the Enterprise Information Systems team.Minimum QualificationsBachelor's degree in information technology, computer science, or related field, or high school diploma or equivalent with at least two (2) years of experience in networking and server platforms.Internal employees must meet all mandatory competencies for the current position in order to qualify for promotion within IT.Preferred QualificationsCompTIA Network+ certification.CompTIA Security+ certification.CompTIA Server+ certification.Core Duties and ResponsibilitiesNetwork SupportAssist with data networking equipment under guidance from Senior Network Engineer.Install, rack, and configure basic network and security appliances.Run data cabling and terminate cable ends.Monitor all UPS and backup power.Server Architecture and Operating System SupportAssist Senior Network Analysts with troubleshooting basic servers and Windows operating systems.Provide legacy server support.Assist technical services in system consolidation projects.Application SupportWork with customers to identify and report application issues.Collaborate with Senior Network Analyst to resolve application and user-access problems.Infrastructure ManagementFollow data cabling and labeling procedures throughout the health system.Update rack layout and elevation documentation.Install, manage, or update network services infrastructure devices such as PDUs, KVMs, security locks, cameras, servers, and databases.Team BuildingMentor, train, and develop other employees.Participate in training and professional development sessions.Collaborate with departmental teams and travel independently to remote sites when assigned.Demonstrate objectivity, openness, and assistance to co-workers.Technical AdministrationUse office productivity software to create and update team documents and document network/security issues for management.Populate and maintain network information databases.Utilize the problem tracking system to monitor network problems.Stay current with developments in network technology.Security SupportEducate customers on security issues and data protection.Collaborate with Senior IRT Team to mitigate threats onsite.Assist with mobile device setup under guidance from Senior IRT Team.Telecommunications SupportMaintain procedures and assist Senior Telecommunications Analyst with maintenance and troubleshooting.Maintain telecom backups and UPS power supplies under guidance from Senior Analyst.Project ManagementIdentify, document, and communicate issues, barriers, or risks to management.Provide project/task coordination services to customers as assigned.Participate in joint application and/or technical development sessions.Report status, schedule variances, and outstanding issues to team members and project managers.Complete proper documentation of work tasks per policy.Assist in controlling project costs and communicate any project-related expenses.Suggest ways to improve task completion.Meet deadlines, user expectations, and project goals.Participate in departmental and project teams in a support role and report all relevant information.Manage expectations and engage management to resolve scope or deliverable changes.Participate in post-implementation review of projects.Implement changes while adhering to change control policy and procedures.Communicate project nature, significance, and risk factors to all parties.Video ConferencingTest, troubleshoot, and resolve customer and executive issues independently.Develop tools to monitor audio and video quality across the network in real time.Provide training to Service Desk and other IT administrators on video-conferencing support.On-Call ResponsibilitiesAccept on-call duties and respond via phone or onsite as defined by department policy.Policy AdherenceFollow established WVUHS and entity policies.Vulnerability Testing and Risk MitigationParticipate in periodic network vulnerability testing.Identify and confirm vulnerabilities, report findings, and assess associated risk, threat level, and business impact.Application DeliveryAssist customers in identifying and resolving application delivery and user-access issues.Manage user access to delivered applications.Inventory ControlManage efficient acquisition and inventory systems for IT items.Maintain accuracy of perpetual inventory counts and locator systems.Develop and maintain reorder management systems with par levels and min/max parameters.Provide data to measure progress toward cost reduction goals.Develop and analyze reports to target inventory efficiency.Conduct year-end physical inventory and periodic counts.Ensuring daily operational needs for supplies and equipment are met.Ascertains daily order requirements via Workday, physical counts, and observations.Hold signature authority for daily shipping and receiving orders.Maintain proficiency in Enterprise applications, including Workday and ServiceNow.Coordinate necessary accounting knowledge for financial matters.Provide reports through Enterprise applications or spreadsheets as requested.Additional IT SupportAssist in maintaining server infrastructure onsite, including Nutanix, Hyper-V, VMware, and other hardware.Troubleshoot healthcare applications remotely and instruct end-users.Provide first-level and basic second-level support to meet customer service standards.Co-support with Tier 2 and Tier 3 engineers for routine and moderately complex problems.Support disaster recovery and business continuity processes and events.Participate in weekly meetings for change management.Maintain industry software (Windows, Office, billing, accounting, clinical, ERP, anti-virus, encryption) and remove as instructed.Use effective tools and adhere to change, problem, incident, and request management policies.Physical RequirementsFrequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, and grasping are necessary.Working EnvironmentStandard office environment.Required travel to other WVUHS facilities or affiliated sites for implementations, training, and support.Ability to work well under high-stress conditions.Skills and AbilitiesMaintain confidential information.Handle network, security appliances, servers, and PCs.Lift at least 50 pounds.Work independently or cooperatively as a team member.Adapt to various workloads and assignments.Facilitate meetings with multidisciplinary groups.Read and comprehend technical documentation.Knowledge of healthcare environment, information systems, and EHR applications.Knowledge of change management processes and ITIL.Generalist IT infrastructure knowledge, including servers, networks, security, applications, and PCs.Mid-level PC configuration and troubleshooting on Windows 7 and Windows 10.Additional Job DescriptionScheduled weekly hours: 40Shift: Day (United States of America)Exempt/Non-Exempt: ExemptCompany: System West Virginia University Health SystemCost Center: 586 SYSTEM IT AdminAddress: 869 Venture Drive, Morgantown, West VirginiaEqual Opportunity EmployerWest Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including hiring, training, promotion, discipline, compensation, benefits, and termination of employment.J-18808-Ljbffr