Technical Support Specialist II

Assists in the overall design and configuration of complex information technology infrastructure and provides guidance and technical escalation for lower level staff. Plans, installs, configures, maintains, and troubleshoots data and communication systems and networks, servers, applications, and associated assemblies. Participates in quality assessment and continuous quality improvement. Complies with all appropriate safety and infection control standards. Performs all job duties and responsibilities in a courteous and customer-focused manner according to the Hurley Family Standards of Behavior.Works under the supervision of the Chief Information Officer or designee who reviews work for conformance with established policies and procedures. Assists in planning, installation, configuration, maintenance, and troubleshooting of overall data network, communication, server and Epic technical environment. Assists in implementation and validation of data security and integrity through utilization of directory services, endpoint protection, system isolation and firewalling, remote logging and alerting, and other mechanisms.

Provides escalated support for lower level technical staff. Responds to needs and questions of clients concerning issues and overall access to resources on network.

Coordinates installation, support and planning work with vendors and medical center staff to meet medium construction, system, project, and move schedules.

Assists in development and review of network standards and documentation.

Instruct and mentor less experienced staff members.

Serves in on-call capacity for emergency system maintenance and troubleshooting.

Performs off hours scheduled system maintenance as needed.

• Performs other related duties as required. Utilizes new improvements and/or technology that relate to job assignment.

• 2+ years supporting a large enterprise network environment. Two years of education, or industry certification such as Cisco, Microsoft, Epic, A+, Network+, etc. may substitute for one year of required

• Comprehensive understanding and experience configuring and troubleshooting:

o Microsoft Server operating systems and common server hardware configurations such as RAID o Common enterprise application service roles such as Active Directory, IIS, and File and Print Sharing. o Security suites and business continuity products such as anti-malware suites and enterprise file backup o Network concepts such as OSI, TCP/IP, DNS, and DHCP.o Cloud application such as GCP, AWS, and GSuite.

• Demonstrated analytical, problem solving, and project management abilities.

• Ability to communicate effectively both orally and in writing.

• Ability to establish and maintain effective working relationships with department heads, supervisors, and other Medical Center personnel.

Preferred:

• Bachelor’s Degree in Computer Science, Computer Information Systems, or a related fieldIndustry training or certifications such as Cisco, Microsoft, Epic or other EMR, A+, Network+, etc.

• Experience with one or more of the following:

o System virtualization using technologies such as ESX or Hyper-V o Application virtualization using technologies such as XenApp or RemoteApp o Network switch, router, firewall, WAN, VPN, and/or WIFI hardware, configuration, and standards o HA configurations using failover clustering, load balancing, or other mechanisms o Physical data center management such as cooling, fire suppression, and power distribution o Linux, AIX, or other Unix type operating systems o IP telephony, video conferencing, and other communications systems o Scripting and automation using BASH, PowerShell, Python, or similar o Active system monitoring, alerting, and reporting o Data governance requirements for HIPAA, PCI, or similar regulations o Business continuity, disaster recovery, and system backup o System and network security scanning, auditing, best practices and remediation o Centrally managed endpoint malware, security, and system update solutions o SQL server management and maintenance o Cloud hosting providers such as Amazon, Google, or Azure o Other specialized technology skillsets not listed SPECIAL NOTE: Employees will progress from Technical Support Specialist I to Technical Support Specialist II when the following are met:

• At least 1 year (2080) on the team as a Technical Support Specialist 1

• Participation in a major infrastructure improvement project or Epic upgrade cycle

• Most recent evaluation score of 2.5 or higher

• Satisfaction of all other required experience based MERs as determined by IT leadership