SNOC Analyst

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Works with and monitors infrastructure and computer systems, including servers, backups, applications networks, desktops and peripherals to ensure optimum availability and performance. Identifies and troubleshoots computer related issues over the telephones and /or on site in a professional manner. Candidate should become familiar with and gain operational knowledge of all equipment in the YNHHS data centers. Knowledge of and become familiar with documentation and provide updates, maintain and close tickets in electronic ticketing systems as well as keeps departmental procedures. Monitors and tracks inventory YNHHS assets; including hardware and software. Collaborate with senior staff to communicate with business and clinical staff, physicians and affiliated vendors on issue status and resolution.

EEO/AA/Disability/Veteran

• 1. Provide operational expertise and guidance
• 1.1. Receive telephone calls regarding computer system issues and perform troubleshooting activities
• 1.2. Log all issues and request by creating, updating and or closing tickets using electronic service desk system. Perform necessary transactions and execute batch jobs as needed.
• 1.3. Utilize monitoring software to ensure all required systems are operational, available and performing properly. Monitor all required systems to ensure maximum availability and performance.
• 1.4. Utilize established troubleshooting procedures and recommendations as necessary.
• 2. Provide solution-building expertise
• 2.1. Ability to perform advanced diagnostic and resolutions
• 2.2. Ability to maintain a flexible work schedule.
• 2.3. Identify appropriate training and professional growth opportunities.
• 2.4. Performs other job duties and responsibilities as required.
• 3. Communication / Project Management
• 3.1. Independently collaborate with user departments and IT staff members to investigate, identify and resolve computer-related issues; including Core IT support teams, SD, Tech, App, during problem resolution.
• 3.2. Collaborate with manager to determine project priorities related to hardware and software based on departmental strategic objectives.
• 3.3. Seek ways to improve contributions and increase level of responsibilities and knowledge.
• 3.4. Ability to independently collaborate with vendor service of hardware maintenance/application software problems.

EDUCATION

2 years IT related education or equivalent combination of education and experience.

EXPERIENCE

2 years' experience with person computer software applications such as Microsoft office suites, Microsoft Windows, Citrix, VDI, Active Directory, network fundamentals and server OS required.. Basic experience with YNHHS standard software applications, telephone systems, and network infrastructure preferred. Previous experience in customer service or IT operations role is desired.

LICENSURE

: CCNA, A+; Microsoft Certification or Cisco certifications preferred, consideration would be given to certifications and/or education that would be equivalent to or greater than the preferred certification.

SPECIAL SKILLS

Proactively pursues additional skills to advance with in YNHHS.