Network Systems Tech II

  • Job Reference: 269282161-2
  • Date Posted: 23 April 2021
  • Recruiter: Wilson Memorial Hospital
  • Location: Sidney, Ohio
  • Salary: On Application
  • Sector: Education/Training
  • Job Type: Permanent

Job Description

Career Focus in one or more areas of; Networking, Helpdesk and Microsoft Windows PCs

* Installs, builds, configures, tests and troubleshoots personal computer and Telecom hardware/software, laptop hardware/software, printers and all related peripherals.
* Monitors equipment inventory as received from vendors and assembles systems as required.
* Configures personal computer installations to match hospital standards and individual workstation requirements.
* Assists customers with computer hardware, software and peripheral problems while providing excellent customer service.
* Provides audio/visual equipment setup and teardown, as well as technical support for the organization.
* Performs routine duties including maintaining/monitoring inventory, systems, interfaces and backups, executing jobs, and performing assigned shift work.
* Provides On-Call after hours support, as needed.
* Assisting in automation systems for OS Imaging, Patch Management and deployment streamlining.
* Test, image and clean PCs, laptop, monitors, printers, and other related hardware.
* Maintain, analyze, and troubleshoot, software and computer peripherals.
* Take all Service desk calls and escalate issues to appropriate resources according to ITIL and department standards.
* Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
* Provide technical support to end users via telephone or desk side, as required.
* High attention to detail in ticket escalation and problem resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Other duties may be assigned.

Problem Analysis/Resolution

* Answer, evaluate and prioritize incoming calls, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
* Follows proper WMH ITIL processes based on incidents, requests, and problems.
* Assist users by answering questions regarding common applications used in the hospital
* Interviews customers to collect information about the reported problem and directs customers through diagnostic procedures to determine source of problem.
* Handles problem recognition, research, isolation of potential causes, resolution and follow-up.
* Based on customer information, makes an initial determination as to whether issue is a result of hardware, software or customer problems.
* Provides a resolution to the customers reported problem or assigns problem to the level-3 support team as appropriate.

Software System Knowledge

* Possess knowledge of organization's software environment including, but not limited to, Microsoft OS (XP/Windows 7/Windows 8) Active Directory, SQL, Office 2010, Nortel Voice Communications, Meditech HCIS, and user management tools.
* Maintain expertise of software applications through training (onsite and offsite), documentation review and hands-on experience.

Hardware Expertise

* Extensive knowledge of PCs and WMH Desktop including a wide-variety of knowledge printers, peripherals and computer networking.
* Maintain proficiency with equipment in the organization's hardware environment.

System Tasks

* Perform computer operations duties as necessary, according to department policies and procedures.
* Distribute computer output as required to the organization in a timely and professional manner.
* Monitor system message queue - escalating issues to the appropriate personnel
* Monitor backup status and results
* Assist users by resetting passwords on authorized systems.
* Coordinates loaner laptop equipment pool and audiovisual projector requests.

Documentation/Communications

* Collect and maintain hardware/software inventory
* Proactively provide the Network Manager with operational information related to reported customer problems, system availability and other trouble incidents.
* Log and track calls according to IS standards using the ticket tracking system, and maintains history records and related problem documentation.
* Maintaining current knowledge of the proper ITIL processes based on incidents, requests, and problems.
* Document key data into ticket to ensure that on call team has the data required to properly resolve the incident. Maintains the ticket documentation.
* Responsible for email communication regarding Sev 1 incidents and possibly other severity incidents as deemed appropriate by Network Manager.
* Peforms follow-up customer surveys to ensure problems were resolved in a satisfactory manner.
* Is responsible for keeping the Operations and Systems Problem manual current.
* Works with the Network Manager and Network Analysts to create required documentation.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

* Education or equivalent - Associates degree or 3-5 years' experience preferred
* Certification - A+ and Network + or MCP
* Intermediate level experience in troubleshooting PC network technologies
* Intermediate knowledge of Active Directory and User Management
* Intermediate monitoring of LINUX/ UNIX/Windows servers' resource usage
* Competent in troubleshooting hardware and software problems on Linux, UNIX and Windows OS
* Ability to analyze alert messages from Solarwinds and escalate issues.
* Create, modify and close service request, incident and problem tickets using Track-IT
* Ability to join computers to a Windows Domain and connect computers to a wireless network
* Intermediate understanding of TCP/IP configuration on end user PCs.
* Intermediate understanding of network protocols, such as DHCP, DNS, WINS etc.
* Familiarity with WAN circuits: DS0, DS1, ISDN, & DS3 and PRI circuits
* Ability to create and maintain databases of PC and device inventories
* Healthcare environment experience; ITIL process experience.

EOE