General Description: The Network Operations Center (NOC) Analyst will provide support for technology related monitoring and engage in incident management and resolution.  Responsibilities include initial assessment, triage, research, and resolution of monitoring incidents regarding the use of application software products and/or infrastructure components.  The NOC Analyst is responsible for collecting information through monitoring tools, supporting resources, and environment awareness.  Incidents beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other services or escalation to the proper IT team.

Essential Responsibilities:

Responsibilities listed in this section are core to the position.  Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position. 

• Be an escalation point for Service desk and Tier 2 resources on network and systems operations
• Provide Data Center Operations services in support of Systems and Network Engineering staff
• Provide hands-on technical support related to the overall health and maintenance of the organization’s multiple Tier 2 and Tier 3 environments
• Supporting and optimizing key functional areas, particularly in the support of network and systems infrastructure and data center operability
• Schedule and direct activities to resolve hardware, routing, and software problems in a timely and accurate fashion
• Address and resolve monitoring issues/incidents or appropriate the resources to resolve issues/incidents that are beyond the scope of their ability/responsibility
• Serve as recovery team for Network Outages and prepare post-mortem root-cause-analysis
• Use ServiceNow/CMDB for logging incidents and requests
• Document resolutions and updates applicable articles as necessary
• Grows general knowledge of current corporate, division, and facility specific products
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information
• Serves as key IT resource for alerting applicable areas/towers to arising issues.  This includes Storage/Back-up; Server – Virtual & Physical; Network; Databases/Applications; Deskside; Devices; Interfaces; Security
• Understanding of back-up policies
• Work with internal IT Security team to ensure compliance
• May be assigned after-hours shifts in support of a 24x7x365 model
• NOC has 24x7 responsibility for network (voice and data) and systems availability
• Take direction from NOC Manager
• Analyze repeated incidents or trends
• Create and provide reports and metrics of the systems and networks surrounding Incident Management, Problem Management and Monitoring Response
• Review logs to determine health of network, security breaches, mail delivery status, back-up and restore successes/failures and determining corrective actions to rectify failures and inconsistencies
• Interaction with vendors and key relationships as necessary such as TierPoint, Cisco, and Cox
• Participate in special projects and initiatives as assigned

General Responsibilities:

• Performs other duties as assigned
• Adhere to Code of Conduct and Mission and Value Statements
• On-site support is required

Minimum Qualifications:

Education: Bachelor’s Degree with qualifications in Computer Science, Electrical Engineering, Telecommunication Engineering, Information Technology preferred

Experience: Five (5) years’ work experience in an IT support role; Network/Systems/Security experience preferred; Healthcare/Ambulatory background preferred

License(s)/Certification(s)/Registration(s) Required:

Ability to acquire or maintain at least one of the following certifications within 12 months:

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Networking Professional (CCNP)
• CompTIA Network+
• VMWare Certified Technical Associate - Network Virtualization (VCTA-NV)
• ISACA Certified Information Security Manager (CISM)
• IT Infrastructure Library Foundation Certification (ITIL 3.0)

Knowledge, Skills and Abilities: 

Demonstrates ability to understand Corporate, Division, and Facility specific applications, technology, and terminology; Strong analytical skills, Ability to solve problems; Competency in MS Office Suite and ticketing systems such as ServiceNow; Understanding of multiple data centers and towers; Expertise with multiple levels, types, and environments of monitoring; Knowledge of tools integration and automation; Knowledge with Operational Systems (OS’s), browsers, commands and computer language tools; Knowledge in M365; Familiarity with Avaya and Cisco (CSM);  Network and Security background; Experience working in hospital/ambulatory environments; Prioritization of patient safety at all times; Strong communication skills with Management; Adherence to technology and security standards; Ensure network is in a constant operational status

Preferred Skills:

Technical competency in the several following areas will be foundational for success:

• Network: 
  • Thorough understanding of IP Networks, including VLANs
  • Firewalls, switches, routers and other network equipment (Cisco, etc.)
  • VPN, Load Balancer, Web Application Firewall
  • Window, Unix, Linux and ESX server administration
  • Web Server concepts and administration
  • Virtualization, Back-up Procedures, Disaster Recovery, and High Availability using industry standards
  • Active Directory, DHCP, DNS, Group Policy
  • Clustering, Load Balancing
  • Anti-Malware and Cybersecurity concepts
• Systems
  • Understanding of a complex healthcare environment
  • Familiarity with a wide selection of server, storage, and data center hardware
  • Understanding of Server operating systems including Windows and Linux
  • Worked in an environment with SAAS based applications and services, and understand how to monitor those systems for uptime and performance
• Security
  • Security and HIPAA compliance in a complex healthcare environment
  • Experience with Security applications and tools, especially log and systems intrusion monitoring tools
  • Strong understanding of security incident management
  • Evaluates new technologies/software that may provide opportunities for solutions or new applications necessary to accomplish organizational security goals, objectives, and strategies
  • Maintain absolute confidentiality of sensitive files, data and materials accessed, discussed, or observed