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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.
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 Six (6) 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: 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.
2. 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).
3. 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.
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: 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.
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 under supervision of Senior IRT Team. Configures VPN and firewall rules and provides accurate documentation under supervision of Senior IRT team member. Responds to reported machine compromises and reports to Senior IRT team member. Assists with Mobile Device Management system to troubleshoot end user issues.
8. Telecommunications Support: Performs a full range of maintenance, troubleshooting, and repair of various types of telecommunication systems. Maintains all Telecommunications and related physical infrastructure under guidance from Senior Analyst. Configures telecom equipment under the guidance of Senior Analyst.
9. Project Management: Defines tasks and creates team work plans with moderate supervision. Delegates work to others and monitors progress. Identifies issues affecting work progress and recommends solutions. Assists Senior to in controlling project costs, communicating any project-related expenses and recommends ways to control costs (if assigned). Apprises schedule variances and potential scope changes, task, goals and milestones in status reports and/or appropriate personnel. Measures the progress toward goals and revises work plan accordingly. Participates with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives. Functions as the project coordinator when assigned by management. Duties include project time management, task and personnel coordination and scope management. Follows hospital’s project management methodology. Provides Project Coordination Services to customers as assigned. Delegates work to Associate and monitors progress. Assures project changes or additions are updated using appropriate Project Management Toolsets. Ability to organize and prioritize multiple simple to moderately complex assigned task. Provides input into the assessment of appropriate work effort for a task or project.
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 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 reports 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. Participates 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Standard office environment.
2. Requires travel to other WVUHS facilities or affiliated sites to assist with implementations, training, and/or support.
3. Ability to work well under high stress conditions.
SKILLS AND ABILITIES:
1. Ability to handle and maintain confidential information.
2. Ability to work on networks, security appliances, servers and pc’s.
3. Ability to lift at least 50 pounds.
4. Ability to work independently or cooperatively as a team member.
5. Ability to adapt to various workloads and assignments.
6. Ability to work with multi-disciplinary groups and facilitate meetings.
7. Must have reading and comprehension ability.
8. Knowledge of healthcare work environment, healthcare information systems, EHR applications.
9. Knowledge of change management processes, ITIL.
10. Generalist knowledge of IT infrastructure to include (but not limited to) Servers, Networks, Security, Applications and PC’s.
11. Has mid-level knowledge as it relates to configuring and troubleshooting PC’s on Windows 7 and Windows 10.
Additional Job Description:
Scheduled Weekly Hours:
40
Shift:
Day (United States of America)
Exempt/Non-Exempt:
United States of America (Exempt)
Company:
SYSTEM West Virginia University Health System
Cost Center:
584 SYSTEM IT Technical Services
Address:
327 Medical Park Drive
Bridgeport
West Virginia
WVU Medicine is proud to be an Equal Opportunity employer. We value diversity among our workforce and invite applications from all qualified applicants regardless of race, ethnicity, culture, gender, sexual orientation, sexual identity, gender identity and expression, socioeconomic status, language, national origin, religious affiliation, spiritual practice, age, mental and physical ability/disability or Veteran status.
What We Do
The WVU Health System, which operates under the brand name WVU Medicine, is comprised of 22 member, managed, and affiliated hospitals in West Virginia, Maryland, Ohio, and Pennsylvania. It is West Virginia’s largest healthcare system and largest private employer with more than 2,500 licensed beds, 4,900 providers, approximately 30,000 employees, and more than $5 billion in total operating revenues.
It includes:
• J.W. Ruby Memorial Hospital in Morgantown (flagship), including WVU Medicine Children’s in Morgantown and Fairmont Medical Center in Fairmont;
• United Hospital Center in Bridgeport;
• Camden Clark Medical Center in Parkersburg;
• Berkeley Medical Center in Martinsburg;
• Barnesville Hospital in Barnesville, Ohio;
• Braxton County Memorial Hospital in Gassaway;
• Garrett Regional Medical Center in Oakland, Maryland;
• Harrison Community Hospital in Cadiz, Ohio;
• Jackson General Hospital in Ripley;
• Jefferson Medical Center in Ranson;
• Potomac Valley Hospital in Keyser;
• Princeton Community Hospital in Princeton, including The Behavioral Health Pavilion in Bluefield;
• Reynolds Memorial Hospital in Glen Dale;
• Saint Francis Hospital in Charleston;
• St. Joseph’s Hospital in Buckhannon;
• Summersville Regional Medical Center in Summersville;
• Thomas Memorial Hospital in South Charleston;
• Uniontown Hospital in Uniontown, Pennsylvania;
• Wetzel County Hospital in New Martinsville;
• Wheeling Hospital in Wheeling;
• And five institutes – the WVU Cancer Institute, the WVU Critical Care and Trauma Institute, the WVU Eye Institute, the WVU Heart and Vascular Institute, and the WVU Rockefeller Neuroscience Institute.
The WVU Health System also provides management services to Grant Memorial Hospital in Petersburg.
For more information, visit WVUMedicine.org
