Network Operations Center Analyst I -Info Serv Data Center

Location: MetroHealth Old Brooklyn Campus

Biweekly Hours: 80.00

Shift: 11:30pm - 8am

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County’s safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.

Summary

Monitors and provides frontline support with Information Systems (IS) issues (e.g. hardware, software, telecommunications, performance, education-related, etc.) for all users within The MetroHealth System. Responds efficiently/effectively to monitoring alerts, including issues regarding operating systems, networking, and applications. Enables customers to remain productive in their business and clinical operations. Acts as a liaison between customers and internal IS staff to ensure accurate/timely problem interpretation and resolution. Works in multi-platform environments and with remote access applications/services. Adheres to the standard support policies/procedures/methods for the Data Center, IS Department, and The MetroHealth System at all times. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.

Qualifications

Required: Associate Degree in Computer Science or other related field from an accredited institution, AND 1 year of related experience. In lieu of a degree, 3 years of related experience will be considered. Strong computer skills and knowledge of common programs/systems, including but not limited to:

• Microsoft Office 2013 or a more current version (i.e. Word, Excel, PowerPoint, SharePoint, etc.), and basic knowledge of automation practices for these applications.
• Operating Systems, including Windows 7 and Windows Server 2008. Excellent verbal, written, and interpersonal communication skills. Excellent telephone communication and etiquette skills. Strong customer service skills, and the ability to use those skills with a wide variety of users in a multi-cultural environment across all layers of the organization. Ability to clearly and concisely document information. Strong analytical and organizational skills. Self-starter who takes initiatives and ownership of job responsibilities. Ability to learn quickly, work in a fast-paced environment, and retain information quickly/accurately. Willing and able to participate in a 3 shift, 24 hour-per-day/7 day-per-week work environment, including working all shifts as is necessary for proper department functionality, and possibly holidays. Access to reliable transportation to travel to various locations throughout The MetroHealth System based on operational needs. Preferred: Current A Certification from the Computing Technology Industry Association (CompTIA). Experience with network topology. Experience with integration engines (i.e. Rhapsody, etc.). Experience with system monitoring (i.e. HPOVO, Solar Wind, SCOM, etc.). Experience working with and supporting Citrix deployments. Experience with Job Scheduler software. Understanding of and experience with Process Frameworks (i.e. ITIL, COBIT, ISO:20000:2011, etc.). Knowledge of VPN/Remote Access, Mainframe, Wireless, and Active Directory. Knowledge of Apple products, pagers, MFDs, and telecommunications. Knowledge of Outlook, EPIC, and clinical applications. Knowledge of basic security and/or compliance policies and procedures. Physical Requirements: May sit, stand, stoop, bend, and ambulate intermittently during the day. May need to sit or stand for extended periods. See in the normal visual range with or without correction. Hear in the normal audio range with or without correction. Finger dexterity to operate office equipment required. May need to lift up to fifty (50) pounds on occasion. Ability to communicate in face-to-face, phone, email, and other communications. Ability to see computer monitor and departmental documents.