Associate Technical Support Analyst Job Wheeling area,Illinois USA,IT/Tech

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…