Associate Technical Support Analyst

Job Summary

Responsible for first‑level support for network services and infrastructure at WVUHS facilities, including telecommunications, networking, security, servers, databases, PC and application support. Acts as Tier 1 service provider and onsite representation for coordinated support with Tier 2 and Tier 3 analysts/engineers in the Enterprise Information Systems team.

• Bachelor’s degree in information technology, computer science or related field OR High School Diploma or equivalent AND two (2) years of experience in networking and server platform.
• Internal employees must meet all mandatory competencies in current position.

• CompTIA Network+
• CompTIA Security+
• CompTIA Server+
• Experience working with end‑users and across multiple teams, including proper change management and ticketing software.

• Under guidance from Senior Network Engineer, analyst supports data networking equipment.
• Responsible for installing and racking basic network and security appliances.
• Runs data cabling and terminates cable ends.
• Monitors all UPS and backup power.

• Assists Senior and Junior Network Analysts in troubleshooting basic servers and Windows operating systems.
• Provides legacy server support.
• Assists with system consolidation projects involving user files, internet, and unmanaged devices.

• Works with customers to identify and report application issues.
• Works with senior analysts to resolve application and user‑access problems.

• Follows all data cabling and labeling procedures within the health system.
• Updates rack layout and elevation documents as changes occur.
• Installs, manages, and updates network services infrastructure devices, including power PDUs, KVMs, security door locks, cameras, servers and databases.

• Mentors, trains and develops other employees.
• Participates in training and professional development sessions and departmental teams.
• Travels independently to remote sites and communicates back to the team while working off‑site.
• Exhibits objectivity and openness to the views of others, including patients/families and customers.
• Offers assistance and support to co‑workers, contributing to a positive team spirit and cohesiveness.
• Balances team and individual responsibilities, works proactively and cooperatively in group problem‑solving situations, resolves conflicts and encourages innovative approaches.
• Engages peers and employees in improving the quality of work.

• Uses office productivity software to create and update team documents and to document network/security issues for management.
• Populates and maintains network information databases.
• Monitors network problems using the problem‑tracking system.
• Stays aware of recent developments in network technology.

• Educates customers on security issues and protection of data on the network.
• Works with Senior IRT Team to mitigate threats as needed onsite.
• Assists with mobile device setup under leadership of Senior IRT Team member.

• Learn procedures and assist Senior Telecommunications analyst with maintenance and troubleshooting.
• Maintains telecom backups and UPS power supplies under guidance of Senior Analyst.

• Reviews, identifies and documents issues, barriers, or risks and brings them to management’s attention.
• Provides project/task coordination services to customers.
• Participates in joint application and/or technical development sessions.
• Applies status, schedule variances and outstanding issues, manages workload, balances quality and deadlines.
• Completes proper documentation of work tasks per policy.
• Assists in controlling project costs and communicates expenses.
• Suggests ways to better accomplish assigned tasks.
• Ensures successful project delivery and conduct post‑implementation review.
• Implements changes while adhering to change‑control policy for the project.
• Communicates risk factors to all parties.

• Tests, troubleshoots and resolves customer and executive issues independently.
• Develops and utilizes tools to monitor audio and video…