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This position is responsible for providing senior level support of network services and infrastructure to include but not limited to telecommunications, networking, security, servers, databases, PC and application support at WVUHS facilities or affiliated sites. The primary duties include being the Tier 1 service provider and onsite representation for coordinated support from Tier 2 and Tier 3 analyst/engineers in Enterprise Information Systems team.
MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. Bachelor's degree in information technology, computer science or other related field OR;
High School Diploma or equivalent AND Eight (8) years of experience in networking and server platform).
2. Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.
PREFERRED QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. CompTIA Network +.
2. CompTIA Security +.
3. CompTIA Server +.
EXPERIENCE:
1. Experience working with end-users and across multiple teams to include proper change management and ticketing software.
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
1. Network Support: Manages fiber optic plant under guidance of Network Analyst and Network Engineers. Maintains network information databases. Maintains network daily, weekly and monthly tasks. Verifies End of Services / End of support lists and lays out replacement/upgrade/budget plans. Verifies that all daily, weekly, monthly tasks are completed and documented. Configures distribution and access layer network equipment with the direction of Senior Analyst and Engineers. Liaise with vendors and Telecom personnel for Phone system and VOIP support.
2. Server Architecture and Operating System Support: Utilizes knowledge of server hardware, component and operating systems for daily tasks for design and support. Performs system-level design and configuration of products including determination of hardware, OS and other platforms. Implement IT enhancements and undertake project work, to include configuring servers, storage devices, and network components as directed by Senior and Network Analyst. Implementation of High Availability strategies for server systems as designed by the Senior and Network Analyst. Provides advanced level of legacy server support. Provides advanced level of support to technical services top tier members with system consolidation projects (user files, internet, and of support and unmanaged devices).
3. Application Support: Follows Senior and Network Analyst's designs to deploy applications into the application delivery framework. Utilizes knowledge of industry standard application delivery platforms such Citrix and Microsoft Hyper-V and other virtual and physical platforms. Provides troubleshooting for application delivery issues and ensures reliable access to delivered applications.
4. Infrastructure Management: Follows all data cabling and labeling procedures within the health system. Updates all rack layout and rack elevation documents as changes occur. Installs, manages, and/or updates any network services infrastructure devices as needed including but not limited to power PDUs, KVMs, security door locks, security Cameras, servers and databases.
5. Team Building: Leads departmental teams. Coordinates team cross training. Leads new technology projects and shares knowledge with team members. Creates presentations and/or reports for staff meetings.
6. Technical Administration: Uses office productivity software to create and update team documents and to document network/security issues for management. Populates and maintains network information databases. Routinely performs the following duties: works with the problem tracking system to monitor network problems. Stays aware and current with recent developments in network technology. Analyst must be able to work with our customers to identify and report issues with applications. Analyst must work under Senior Network Analyst to resolve the issues with application and user access to specific applications.
7. Security Support: Responds to and implements security/incident/firewall requests. Develops awareness of well-known ports and associated vulnerabilities. Ensures that all work is accurate and in compliance with departmental or project quality standards. Responds to reported machine compromises. Verifies that all daily, weekly, monthly tasks are completed and documented.
8. Telecommunications Support: Monitors and performs maintenance, troubleshooting, and repair of various types of Telecommunication systems under Senior Analyst direction. Strong Network infrastructure skills. Provides system analysis. Establishes and maintains records of cable distribution, terminal connections, and equipment history and telephone numbers
9. Project Management: Develops realistic work estimates, financial budgets, and project schedules. Assists and mentors others involved with project planning and execution. Proactively apprises management of issues effecting project status and offer solutions to solve the issues. Assesses appropriate work effort for a task or project and supply progress reports. Reviews project deliverables for accuracy and provides assistance and mentoring to others. Lead major team installations. Leads team assigned projects from beginning to end. Evaluates vendor proposals by reviewing requirements for the product to select the most appropriate system and/or vendor. Reviews assigned tasks daily, updates project management database and informs management of any identified issues or barriers.
10. Video Conferencing: Ability to test, troubleshoot and work independently to resolve both customer and executive issues or problems. Develops and utilizes tools to monitor audio and video quality across the network in real-time. Provides training to the Service Desk and other IT administrators on the administration and support of video conferencing equipment.
11. Supports network services team by assisting in maintaining server infrastructure onsite to include but not limited to Nutanix, Hyper-V, VMware, or any other virtual or physical hardware as requested.
12. Supports healthcare applications by helping troubleshoot technical problems from the remote site for the application team. Instruct end-users on proper use of applications as requested.
13. Provides first level and basic second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
14. Supports troubleshooting efforts in conjunction with Tier 2 and Tier 3 engineers in Morgantown, WV to identify routine and moderately complex problems.
15. Follows procedures for incident escalation and notification to leadership.
16. Vulnerability Testing and Risk Mitigation: Participates in periodic testing of networks to identify vulnerabilities.
Identifies and confirms vulnerabilities and reports findings to Analyst and Engineers. Can identify the risk, threat level, and business impact of an event.
17. Supports the execution of disaster recovery and business continuity processes and events.
18. Application Delivery: Works with customers to identify, and report issues with application delivery. Works with our customers to resolve issues with user access to delivered applications. Assists with managing user access to delivered applications.
19. Participates in weekly meetings to include change management for areas of responsibility.
20. Supports current industry software by recommending, installing, configuring, upgrading, troubleshooting, managing and removing such applications as Windows desktop operating systems, Microsoft Office suite, billing, accounting, clinical, ERP, anti-virus and encryption along with other programs that may be deployed or acquired. Removing all technical, financial and clinical applications that may be deployed or acquired as instructed.
21. Utilizes the effective tools and adheres to all change management, problem management, incident and request management policies and procedure as required.
22. Participate in on-call duties on a rotation as WVU Medicine is a 24/7/365 healthcare operation.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body
movements utilized in performing duties through the work shift.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job . click apply for full job details
Date Posted: 18 April 2025
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