Technical Operations Center Engineer I

UnityPoint Health St. Lukes

Requisition ID
2021-92203
Category
Information Technology
Location
US-WI-Madison
Address
301 S Westfield Rd
Affiliate
9010 Administration
City
Madison
Department
Technical Operations Center
State
WI
FTE
1.0
FLSA
Non-Exempt
Scheduled Hours/Shift
Monday - Friday 3pm - 11pm, every other weekend/holiday rotation
Work Type (Portal Searching)
Full Time Benefits

Overview

This position may work in Madison, WI or Cedar Rapids, IA. Monday - Friday, 3pm to 11pm; every other weekend/holiday rotation.

 

Provides prompt, complete and reliable responses to Information Technology problems, questions and issues experienced by UnityPoint Health affiliates, as a key member of Technical Operations Center, and assists in implementing technologies to enhance the service provided by the IT division to the organization. 

 

The goals of the Technical Operations Center are to 

- Reduce response time. 

- Speed up time to recovery. 

- Reduce the demand on existing teams  

- Free up other staff to focus on capital projects, helping to insure the success and timely completion of projects by being more proactive by addressing alerts before they escalate to an actual issue.  

 

The Technical Operation Center Engineer – Level I work collaboratively in a team environment to provide technical solutions for enterprise clients. The incumbent concisely communicates concepts to team members and clients with varying levels of technological understanding; is responsible for maintaining and understanding the business environment and business needs for internal and external customers in a 24x7x365 environmentThe incumbent is expected to respond quickly and effectively to emergency and non-emergency situations; has an ability to work under minimal supervision and under pressure, acts with urgency, with efficient attention to details; participates in change-management, incident review and root cause analysis of outages, and helps to improve customer experiences.

Responsibilities

Server Monitoring and Maintenance  

  • Triage server alerts then forward unresolved problems to the server teams 
  • Check applications servers after maintenance to ensure that they are working 
  • Verify that backups are running (Avamar) and take corrective actions to restart the task at hand. 
  • Server Patch management and solarwinds net monitoring

Problem Resolution 

  • Provides feedback to users/customers on the status of their problems. 
  • Assists i n implementing technologies to enhance the service provided by IT. Assists in determining critical support factors and training needs to support the technologies of clients, and related organizations, to insure the successful implementation of on-going projects and day-to-day operations of computer support. 
  • Tracks and thoroughly documents all necessary information on issues, problems and procedural enhancements.  Maintains and submits status reports on service levels and performance.  Communicates with management in escalating important issues.  Keeps abreast of all systems and network changes and enhancements as they relate to client support. Keeps immediate management informed. 
  • Create Service Now tickets from monitoring alert email notifications. 
  • Monitor Storage monitoring applications (SVC, EMC e.g.) and alert accordingly

Qualifications

Education:

  • Two-year degree or equivalent education or work experience will be accepted only if previous experience applies to specific systems

Experience:

  • Four years’ experience as a Hardware Tech or Customer Support Representative.
  • Prior UPH IT experience is preferred

Knowledge/Skills/Abilities:

  • Must be familiar with Windows-based workstations, operating systems and PC software and hardware, and a very high level understanding of internet technology, e-mail, Microsoft Office and maintenance tools, networks, VMware, Storage Area Network (SAN), and video conferencing technologies.
  • Requires excellent written and oral communications skills, excellent interpersonal skills, superior telephone etiquette and the ability to deal effectively with staff as well as peers and management. Must have a strong dedication to customer service and satisfaction.
  • Ability to interact effectively throughout the UnityPoint Health community to ensure and develop solutions to client needs.

 

 

 

Job ID: 75310

Posted 5 days ago

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