Network Technician

Job Summary

This role will provide the support, installation, and maintenance of all end user devices connected to the production network that are involved in the daily operations of the organization inclusive of wireless, unified communications, and messaging. Configures and troubleshoots end user computing devices and peripherals. Carries out incident management processes including monitoring, ticketing, notification, problem analysis, tracking, and resolution. Maintains LAN/WAN/wireless operations by working with Infrastructure & Security Team to ensure timely and long-term problem resolution.

Identifies and resolves hardware and software technical problems and malfunctions. Proactively researches and locates necessary tools and processes to identify issues and trends. Participates in IS projects as needed working under the direction of IS Project Managers.

* Note:

While these is considered essential responsibilities of the position, alternatives or accommodations may be considered, if the situation requires.

• Technology Support: Configures and installs end user devices and operating systems in response to assigned work orders. Assists in training end-users on the use and features of the various operating systems and applications on the various platforms. Minimize risk and loss of productivity related to technology outages.
• Performance Monitoring: Identifies, analyzes, troubleshoots, resolves, and maintains hardware, software and network related problems encountered by end users of enterprise network, internet, wireless, and desktop. Alerts the team when sensitive issues, system trends, or major problems are suspected.
• Testing: Participates in device and operating systems test plans in coordination with the Clinical Informatics and Infrastructure and Security Team.
• Project Planning: Participates in IT Projects working in collaboration with IS Project Managers to continually upgrade and improve all areas of the infrastructure.
• Work Order Resolution: Addresses, prioritizes, and resolves all work orders as assigned engaging the appropriate IS resources as needed. Avoids work‑around solutions and completes install and troubleshooting according to IS standard architecture protocols. Responds to incoming work orders assigned by the IS Support Desk, monitors progress through completion, documents problem resolution in the ticketing system. Communicates with team regarding unresolved problems and immediately communicates and escalates status of all business-impacting issues.

• Participates in the IS on-call rotation that provides after hours support to the organization when assigned on-call duty.
• Meets on a regular basis with the Director of IS to discuss the status of current projects and work order assignments.
• Works with IS Project Managers on various projects as assigned.
• Works with the Support Desk to provide education on trending issues to the IS Support Desk to increase Tier 1 resolution rates.

Ability to identify, analyze and troubleshoot a wide range of complex technical, computer, and network related problems effectively. Knowledge of capabilities and limitations of various computer systems and mastery of desktop operating systems and various software applications. Demonstrated abilities in the following: incident management processes, customer service, call center environment, ticketing, Adobe products, Microsoft suite, Office 365, Mobile Device Management, Privileged Access Management, Zero Trust Environment, Power Shell, PDQ, SCCM.

Demonstrated experience with small projects in a cross-functional environment. Experience communicating with people at various skill levels across the organization. Possess the desire and willingness to improve skills and pursue training. Possess a high level of reliability, tactfulness, honesty and discreetness. Ability to handle confidential information in a professional manner. Adapts to changes in work schedules and interruptions in work.

Exhibits excellent guest relations to patients, visitors, clinical providers and co-workers; shows courtesy, compassion and…