Technical Customer Support Jobs in West Virginia

INTRODUCTION

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ROLE AND RESPONSIBILITIES

This position is responsible for first level support for 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 Two (2) 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:
2. Under guidance from Senior Network Engineer, Analyst should be able to support data networking equipment.
3. Analyst will be responsible to Install and rack basic network and security appliances.
4. Analyst will run data cabling and terminate cable ends.

5. Monitors all UPS and backup power.

6. Server Architecture and Operating System Support:

7. Analyst must be able to assist Senior Network Analysts and Network Analysts in troubleshooting of basic servers and Windows Operating systems.
8. Provides legacy server support.

9. Helps technical services top tier members with system consolidation projects (user files, internet, and of support and unmanaged devices).

10. Application Support:

11. Analyst must be able to work with our customers to identify and report issues with applications.

12. Work under Senior Network Analyst to resolve the issues with application and user access to specific applications.

13. Infrastructure Management:

14. Follows all data cabling and labeling procedures within the health system.
15. Updates all rack layout and rack elevation documents as changes occur.

16. 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.

17. Team Building:

18. Performs the following core duties participate in mentoring, training, and development of other employees.
19. Participates in training and professional development sessions.
20. Participate in departmental teams.
21. Travels independently to remote sites and communicates back to the team while working offsite (if assigned).
22. Exhibits objectivity and openness to the view of others, including patients/families and customers Offers assistance and support to co-workers.
23. Contributes to building positive team spirit and cohesiveness.
24. Balances team and individual responsibilities.
25. Works proactively and cooperatively in group problem-solving situations.
26. Proactively works to resolve conflicts.
27. Encourages peers to seek innovative approaches to solve problems.

28. Engages peers/ employees in improving the quality of the work.

29. Technical Administration:

30. Use office productivity software to create and update team documents and to document network/security issues for management.
31. Populates and maintains network information databases.
32. Routinely performs the following duties, works with the problem tracking system to monitor network problems.

33. Stay aware and current with recent developments in network technology.

34. Security Support:

35. Educates customers on security issues and protection of data on the network.
36. Works with Senior IRT Team to mitigate any threats as needed onsite.

37. Assists with mobile device setup under leadership from Senior IRT Team member.

38. Telecommunications Support:

39. Learn procedures and assists Senior Telecommunications analyst with maintenance and troubleshooting.

40. Under guidance from Senior Analyst, maintains telecom backups and UPS power supplies.

41. Project Management:

42. Reviews, identifies and documents any issues, barriers, or risks and brings them to management’s attention.
43. Provides Project/Task Coordination Services to customers as assigned.
44. Participate in joint application and/or technical development sessions.
45. Apprises status, schedule variances, and outstanding issues with team members and project managers manages workload and balances quality of work with deadlines.
46. Completes proper documentation of work tasks per policy.
47. Assists in controlling project costs and communicates any project-related expenses (as assigned).
48. Suggests ways to better accomplish assigned tasks.
49. Successfully meets deadlines, user’s expectations and project goals.
50. Participate in departmental and project teams as requested in a support role and report all relevant information and/or notes back to the rest of the team.
51. Manages expectations and engages management to review/resolve any potential changes to project scope, expected deliverables, etc.
52. Participates in post implementation review of projects.
53. Implement changes while adhering to the change control policy and procedures for the project in order to deliver a successful solution to the customer.

54. Communicates to all parties the nature, significance and risk factors of corresponding projects.

55. 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.

56. On-Call Responsibilities:

    • Accepts on-call duties and responds with action, either by phone or on-site, as defined by department policy.

57. Policy Adherence:

    • Follows established policies of the WVUHS and the entity where the IT team member is assigned to work and/or employed.

58. 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.

59. 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.

60. Inventory Control

    • Manages efficient acquisition systems for items managed by Information Technology.
    • Maintains systems which assure the accuracy of perpetual inventory counts and inventory locator systems to facilitate easy retrieval for all items.
    • Develop and maintains reorder management systems (to include the application of par levels and min/max parameters) to assure a high level of customer service while minimizing inventory levels.
    • Provides data to measure progress towards cost reduction targets and inventory goals.
    • Develops and analyzes reports (i.e., ABC analysis, usage history, etc.) to target efforts to maximize inventory efficiency.
    • Conducts the year-end physical inventory and other periodic inventory counts as necessary.
    • Provides inventory management expertise across Information Technology.
    • Assures that the daily operational needs for supplies and equipment are met.
    • Ascertains daily order requirements through Workday recommendations, physical counts, receiving inventory and personal observation.
    • Has signature authority for shipping and receiving orders on a daily basis.
    • Maintains proficiency in the use of Enterprise applications, including but not limited to Workday and ServiceNow.
    • Maintains necessary accounting knowledge and coordination needed to assure that all necessary financial matters are handled appropriately (perpetual inventory reconciliation, Workday interface, manual billings, etc.).
    • Provides reports through Enterprise applications (including but not limited to Workday and ServiceNow) or electronic spreadsheets as requested.

61. 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.

62. 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.

63. 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).

64. Supports troubleshooting efforts in conjunction with Tier 2 and Tier 3 engineers to identify routine and moderately complex problems.

65. Supports the execution of disaster recovery and business continuity processes and events.

66. Participates in weekly meetings to include change management for areas of responsibility.

67. 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.

68. Utilizes the effective tools and adheres to all change management, problem management, incident and request management policies and procedure as required.

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.

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt: United States of America (Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

584 SYSTEM IT Technical Services

Address:

1 Medical Park Drive
Wheeling
West Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.