IT Specialist

IT SpecialistMajor Duties:Event Monitoring Division Shift work duty hours. Division conducts 24/7 shift operations to monitor the national IT environment. Division has access to all national/district monitoring systems but is not physically together at a physical facility.Utilizes experience, discretion, judgment and knowledge in the planning, execution, operation and maintenance of IT systems and infrastructure.Participates as a team member with others in a virtual environment accountable to the division chief.Assisting in creating documentation on IT systems and infrastructure. Assists in implementing new technologies at the direction of the division chief to enhance health systems operation in support of critical applications and business processes.Monitoring operations are conducted from local sites across the nation.Provides technical support to customers who need assistance utilizing client-level hardware and software in accordance with established or approved organizational process components (i.e., Master Incident Management Plan, when applicable).Troubleshoot system hardware and software.Analyze incident data for emerging trends.Maintain incident tracking and solution database.Diagnose and resolve customer reported system incidents, problems, and events.Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.Monitor and report client-level computer system performance.Develop a trend analysis and impact report.This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles of Cybersecurity Codes: 411 - Technical Support Specialist.Position Description/PD#: IT Specialist/PD18616ABargaining Unit: YesRelocation/Recruitment Incentives: Not Authorized.Permanent Change of Station (PCS): Not Authorized.Financial Disclosure Report: Not Required.Travel Required: Up to 25%. Occasional travel may be required as needed for this position.Work Schedule: Sunday-Tuesday; 3:30PM to 12:00AM EST.Required: Weekend and holiday work.Compressed/Flexible: NoTelework: (AdHoc) Authorized at Manager's discretion.Virtual/Remote: This is NOT a virtual, NOR a remote position.Physical Demands: This position is sedentary working at a keyboard and monitor. Walking, standing, bending, or occasional lifting of boxes or IT equipment weighing up to 50lbs may be required. Subject to call back outside of regular tour of duty.Working Conditions: The work area is adequately lighted, heated, and ventilated. The work environment involves everyday risks or discomforts that require normal safety precautions.