SUMMARY
IT Support Analyst/Engineer - Tier III is an advanced level technical position, primarily responsible for leading the daily real-time operations of the IT Department.
PURPOSE
• Provide final support-until-resolution of escalated incidents from Tier I and Tier II teams
• Secondary but senior implementation resource for IT Infrastructure projects
• Assist with overflow technical and administrative tasks during hard deadlines
• Provide escalation details of complex cases and project tasks to vendor technical support and partners
• Final responsible party for escalated incidents until resolution
• Escalate with explanation, all unresolved cases to vendor technical support
• Escalate unresolved cases to IT Management after collaborating with vendor technical support
MAIN JOB TASKS
• Offer Tier III escalation support for unresolved support incidents from lower support tiers
• Willing and able to act as the afterhours on-call resource for the firm on a rotation basis (negotiable)
• When on call, this resource must be able to:
Provide advanced technical assistance during network emergencies or system maintenance
Orchestrate and manage team resources for round-the-clock remote and onsite tasks
Provide round the clock onsite support during planned and unplanned system maintenance
Assist lower tier support teams with incidences created by company users, nights and weekends
• Define and assign/carry out maintenance tasks for infrastructure, network and security systems
• Research and provide input for new updates in compliance rules to the IT Management
• Research and provide input for the overall architecture of existing technology systems
• Propose roadmap items and alterations to network design with a focus on adherence to best practice
• Senior enforcement agent for SOX 404B and HIPAA compliance rules as defined in policy and procedures
• Analyze system, network and security event logs to proactively monitor the overall infrastructure health
• Perform advanced analysis of network activity using a SIEM and/or packet capture tools
• Provide inputs and implement changes to improve the department operations and technology solutions
• Propose and execute approved projects with advanced professional knowledge and skills
• Communicate status of projects and unresolved cases to management on a weekly basis
• Communicate real-time status of any trouble with scheduled maintenance tasks to Management
• Understand and train users on technologies, being cyber-safe and protecting company assets
DESIRED QUALITICATIONS
Education: Bachelor s degree in Computer Science (CS) OR more than 4 years of IT Technical Support experience in medium to large sized firms
Advanced level technical certifications in networking, infrastructure and/or security systems
Technical speaking and technical writing abilities
Up to date knowledge of HIPAA and SOX compliance rules
US Citizen or Permanent Resident
Valid permit of employment in the US can be used in place of citizenship or permanent residence
This resource typically has more than 4 years of professional experience in large enterprises
Healthcare Industry experience is desirable but not a requirement
KEY COMPETENCIES AND SKILLS
• Must have ability and willingness to thrive under pressure of a fast-paced and mature IT Department
• Must possess VMWare Certified Professional (VCP) in Datacenter Virtualization or similar experience
• Advanced vSphere skills in resource pool management, virtual networking and data-store management; troubleshooting virtual hardware function and performance; implementing system changes etc.
• Must be skillful in racking, stacking and cabling datacenter equipment, local or distant
• Must possess advanced skills managing MS Windows client and server operating systems
• Must possess advanced skills managing MS Windows Server Roles and features
• Compose error free communications with above well above average English communication skills
• Ability to understand and speak Healthcare Management Service Organization (MSO) linguistics
• Maintain real-time communication of projects and maintenance tasks with peers and management
KEY COMPETENCIES AND SKILLS
• Must have ability and willingness to thrive under pressure of a fast-paced and mature IT Department
• Must possess VMWare Certified Professional (VCP) in Datacenter Virtualization or similar experience
• Advanced vSphere skills in resource pool management, virtual networking and data-store management; troubleshooting virtual hardware function and performance; implementing system changes etc.
• Must be skillful in racking, stacking and cabling datacenter equipment, local or distant
• Must possess advanced skills managing MS Windows client and server operating systems
• Must possess advanced skills managing MS Windows Server Roles and features
• Compose error free communications with above well above average English communication skills
• Ability to understand and speak Healthcare Management Service Organization (MSO) linguistics
• Maintain real-time communication of projects and maintenance tasks with peers and management
• Ability to serve as a proactive resource proposing and self-starting necessary it projects and tasks
• Ability to excel in projects and tasks with peers
and management alike
• Possess advanced logical reasoning and technical research capability to quickly learn unfamiliar skills
• Willing to assist with scheduled and unscheduled tasks round the clock when an emergency is declared
