Tech Support Analyst

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This position is responsible for the 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.

• Bachelor’s degree in information technology, computer science or other related field OR
• High School Diploma or equivalent AND four (4) years of experience in networking and server platform.
• Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

• CompTIA Network +
• CompTIA Security +
• CompTIA Server +

• Experience working with end-users and across multiple teams to include proper change management and ticketing software.

• Network Support:
• Monitors networking equipment logs and alerting systems.
• Manages fiber optic plant.
• Liaise with vendors and Telecom personnel for Phone system and VOIP support.
• Maintains network information databases.
• Configures distribution and access layer network equipment with the direction of Senior Analyst and Engineers.
• Verifies network daily, weekly and monthly tasks.
• Maintains End of Services / End of support lists.
• Server Architecture and Operating System Support:
• Utilized knowledge of Server hardware platforms and components for daily tasks.
• Maintains network server hardware systems and components.
• Utilizes knowledge of Server hardware platforms and components for daily tasks as assigned by Senior and Network Analyst.
• Supports software, firmware and OS updates.
• Provides legacy server support.
• Helps technical services top tier members with system consolidation projects (user files, internet, and of support and unmanaged devices).
• Application Support:
• Utilizes knowledge of industry standard application delivery platforms such as Citrix and Microsoft Hyper-V and other virtual and physical platforms for application delivery.
• Follows technical guidelines to deploy hardware and software to support application delivery method under the direction of Senior and Network Analyst.
• 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.
• Team Building:
• Assists and mentors co-workers.
• Performs the following core duties: participates in mentoring, training, and development of other employees.
• Seeks and respects the views of others, including patients/families and customers when appropriate.
• Creates and updates internal documentation for team members to use.
• Coaches and provides support/encouragement for employees to exceed their own expectations.
• 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.
• Security Support:
• Responds to and implements security/incident/firewall requests under supervision of Senior IRT Team.
• Configures VPN and firewall rules and provides accurate documentation under supervision of Senior IRT team member.
• R…