Associate Technical Support Analyst

Job Overview This position is responsible for first level support for network services and infrastructure, including telecommunications, networking, security, servers, databases, PC and application support at WVUHS facilities or affiliated sites. The primary duties include acting as the Tier1 service provider and onsite representation for coordinated support from Tier2 and Tier3 analysts/engineers in the Enterprise Information Systems team. Minimum Qualifications Bachelor’s degree in information technology, computer science or another related field OR a high school diploma or equivalent AND two (2) years of experience in networking and server platforms. Internal employees must meet all mandatory competencies in the current position in order to qualify for promotion within IT. Preferred Qualifications CompTIA Network+ certification CompTIA Security+ certification CompTIA Server+ certification Experience working with end‑users and across multiple teams, including change management and ticketing software. Core Duties and Responsibilities Network Support Under guidance from a Senior Network Engineer, support data networking equipment. Install and rack basic network and security appliances. Run data cabling and terminate cable ends. Monitor all UPS and backup power. Server Architecture and Operating System Support Assist Senior Network Analysts and Network Analysts in troubleshooting basic servers and Windows operating systems. Provide legacy server support. Help technical services top tier members with system consolidation projects (user files, internet, and other support and unmanaged devices). Application Support Work with customers to identify and report issues with applications. Under Senior Network Analyst guidance to resolve issues with application and user access to specific applications. Infrastructure Management Follow all data cabling and labeling procedures within the health system. Update rack layout and rack elevation documents as changes occur. Install, manage, and/or update any network services infrastructure devices as needed, including power PDUs, KVMs, security door locks, security cameras, servers, and databases. Team Building Participate in mentoring, training, and development of other employees. Attend training and professional development sessions. Participate in departmental teams. Travel independently to remote sites and communicate back to the team while working offsite, if assigned. Offer assistance and support to co‑workers. Contribute to building positive team spirit and cohesiveness. Balance team and individual responsibilities. Work proactively and cooperatively in group problem‑solving situations. Proactively resolve conflicts. Encourage peers to seek innovative approaches to solve problems. Engage peers/employees in improving the quality of the work. Technical Administration Use office productivity software to create and update team documents and document network/security issues for management. Populate and maintain network information databases. Work with the problem tracking system to monitor network problems. Stay aware and current with recent developments in network technology. Work with customers to identify and report application issues. Resolve application issues under Senior Network Analyst guidance. Security Support Educate customers on security issues and protection of data on the network. Work with the Senior IRT Team to mitigate threats onsite. Assist with mobile device setup under leadership from a Senior IRT Team member. Telecommunications Support Learn procedures and assist Senior Telecommunications Analyst with maintenance and troubleshooting. Under guidance from a Senior Analyst, maintain telecom backups and UPS power supplies. Project Management Review, identify, and document issues, barriers, or risks and bring them to management’s attention. Provide Project/Task Coordination Services to customers as assigned. Participate in joint application and/or technical development sessions. Apprise status, schedule variances, and outstanding issues with team members and project managers. Manage workload and balance quality of work with deadlines. Complete proper documentation of work tasks per policy. Assist in controlling project costs and communicate project‑related expenses. Suggest ways to better accomplish assigned tasks. Meet deadlines, user expectations, and project goals. Participate in departmental and project teams as requested in a support role and report all relevant information back to the team. Manage expectations and engage management to review/resolve potential changes to project scope, expected deliverables, etc. Participate in post‑implementation review of projects. Implement changes while adhering to the change control policy and procedures. Communicate risk factors of projects to all parties. Video Conferencing Test, troubleshoot, and resolve customer and executive issues or problems independently. Develop and utilize tools to monitor audio and video quality across the network in real time. Provide training to the Service Desk and other IT administrators on the administration and support of video conferencing equipment. On‑Call Responsibilities Accept on‑call duties and respond with action, either by phone or on‑site, as defined by department policy. Policy Adherence Follow established policies of WVUHS and the entity where the IT team member is assigned to work and/or employ. Vulnerability Testing and Risk Mitigation Participate in periodic testing of networks to identify vulnerabilities. Identify and confirm vulnerabilities and report findings to Analyst and Engineers. Determine risk, threat level, and business impact of an event. Application Delivery Work with customers to identify and report issues with application delivery. Assist with managing user access to delivered applications. Inventory Control Manage efficient acquisition systems for IT items. Maintain systems that assure accuracy of perpetual inventory counts and locator systems. Develop and maintain reorder management systems (including par levels and min/max parameters). Provide data to measure progress towards cost reduction targets and inventory goals. Develop and analyze reports (e.g., ABC analysis, usage history) to target inventory efficiency. Conduct year‑end physical inventory and other periodic counts as necessary. Provide inventory management expertise across IT. Assure daily operational needs for supplies and equipment are met. Ascertain daily order requirements through Workday recommendations, physical counts, receiving inventory, and observation. Have signature authority for shipping and receiving orders daily. Maintain proficiency in Enterprise applications (Workday, ServiceNow). Maintain necessary accounting knowledge and coordination for financial matters (perpetual inventory reconciliation, Workday interface, manual billings). Provide reports through Enterprise applications or electronic spreadsheets as requested. Technical Infrastructure Maintenance Support network services team by assisting in maintaining server infrastructure onsite (Nutanix, Hyper‑V, VMware, or other physical hardware). Support healthcare application troubleshooting from remote sites; instruct end‑users on proper use of applications. First and Basic Second Level Support Provide first‑level and basic second‑level support to resolve problems with products and applications, meeting customer service standards (positive attitude, active listening, ownership, knowledge, clear communication). Tiered Engineer Collaboration Support troubleshooting efforts in conjunction with Tier2 and Tier3 engineers to identify routine and moderately complex problems. Disaster Recovery and Business Continuity Support the execution of disaster recovery and business continuity processes and events. Weekly Meetings Participate in weekly meetings to include change management for areas of responsibility. Software Support Support current industry software by recommending, installing, configuring, upgrading, troubleshooting, managing, and removing applications such as Windows desktop OS, Microsoft Office, billing, accounting, clinical, ERP, anti‑virus and encryption. Remove technical, financial, and clinical applications as instructed. Change Management Monitoring Utilize effective tools and adhere to all change management, problem management, incident and request management policies and procedures as required. Physical Requirements Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements performed during the work shift. Working Environment Standard office environment. Requires travel to other WVUHS facilities or affiliated sites to assist with implementations, training, and/or support. Ability to work well under high stress conditions. Skills and Abilities Ability to handle and maintain confidential information. Ability to work on networks, security appliances, servers and PCs. Ability to lift at least 50 pounds. Ability to work independently or cooperatively as a team member. Ability to adapt to various workloads and assignments. Ability to work with multi‑disciplinary groups and facilitate meetings. Must have reading and comprehension ability. Knowledge of healthcare work environment, healthcare information systems, EHR applications. Knowledge of change management processes, ITIL. Generalist knowledge of IT infrastructure (Servers, Networks, Security, Applications and PCs). Mid‑level knowledge of configuring and troubleshooting PCs on Windows7 and Windows10. Additional Job Description Scheduled weekly hours: 40 Shift: Exempt/Non‑Exempt Location: United States of America (Exempt) Company: System West Virginia University Health System Cost Center: 584 Address: 1 Medical Park Drive, Wheeling, West Virginia Equal Opportunity Employer 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, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. #J-18808-Ljbffr SYSTEM West Virginia University Health System