Technical Support Advisor – Band 2

On-site

Enterprise Operations Command Center

12 Month Contract to Hire

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Overview

The Enterprise Operations Command Center (EOCC) strives for better patient and client outcomes by elevating availability and achieving higher reliability of our IT infrastructure, by driving down resolution times through enhanced situational awareness and accountability.

Responsibilities

The EOCC Distributed Operations team provides IT infrastructure services and support to internal and external customers. This position will provide solutions to a variety of technical problems of moderate scope and complexity. The Distributed Operations team takes calls from internal customers regarding IT incidents and assists in troubleshooting to resolution these calls to end the impact of the individuals calling in. This position works under general supervision and follows established procedures to perform work with a high degree of accuracy and efficiency. The Technical Support Advisor role maintains accurate information about services delivered and work tasks performed. Individuals will also assist with the development of new procedures and processes in accordance with confidentiality, security, regulatory compliance and policy requirements.

Job Duties

· Work with leadership to ensure processes and procedures are followed and opportunities for improvement are identified and investigated

· Work with peers to develop their technical skills and answer operational questions

· Provides expert content/professional leadership on complex IT Support assignments/projects.

· Designs, develops, tests, debugs and implements more complex operating systems components, software tools, and utilities with full competency.

· Assist team with triage and resolve IT tickets in response to monitoring and user reported issues

· Makes more complex modifications to existing software to fit specialized needs and configurations, and maintains program libraries and technical documentation.

· May coordinate activities of the project team and assist in monitoring project schedules and costs

· Document process, procedures, and technology used by the Enterprise Operations Command Center

· Create Standard Operating Procedures (SOPs) for the handling of IT incidents.

· Exercises considerable creativity, foresight, and judgment in conceiving, planning, and delivering initiatives.

· Uses deep professional knowledge and acumen to advise functional leaders.

· Focuses on providing thought leadership within Technical Support but works on broader projects, which require understanding of wider business.

· Recognized internally as a subject matter expert.

Skills

· System Administration skills of UNIX, Linux, and Windows operating systems required

· General network knowledge of WANs and LANs required

· Basic experience in multi-platform distributed environment preferable

· Experience with one or more of the following network, system, or application management tools preferable:

· ServiceNow

· SiteScope

· SolarWinds

· Splunk

· NewRelic

· ServiceNow Automation

· Minimum 0-3 years direct IT experience required

· Strong interpersonal, written, and verbal communication skills are required

· Strong organizational skills, the ability to work in a fast paced environment, and a collaborative, team-orientated attitude are required

· Bachelor’s degree in Computer Science, Information Technology, or related discipline is a plus

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Schedule:

• Night shift
• Rotating weekends

Ability to Relocate:

• Bloomfield, CT: Relocate before starting work (Required)

Work Location: In person