NOC Analyst III
NOC Analyst III - Help Desk
Job Details:
- This position has access to and knowledge of extremely sensitive, private and confidential materials. Ability to maintain the highest standard is required with zero tolerance.
All the primary duties within this document will be performed according to established policies, procedures and guidelines within the department and the Medical Center .
JOB SUMMARY:
**The Network Operations Center Analyst reports to the Director of IS Operations and Client Support.
Responsibilities include first level support for processing electronic and telephony generated requests for service, including but not limited to: requests for assistance related to Information Services hardware and software applications (troubleshooting, maintenance, updates and new installs), How To" questions regarding hardware and software supported by Information Services, providing knowledge transfer to end user when feasible, processing formal requests for modifications or enhancements to Information Services supported systems, creation or editing of new or existing security accounts for most systems owned by Information Services.
The Network Operations Center Analyst is also responsible for tracking and reporting each request, for documenting the responses given and for utilizing appropriate departmental procedures in developing the proper response to each type of requests. Also responsible for initiating follow-up calls to user departments regarding the status of requests, miscellaneous table and account maintenance, password resets and low priority software installations.
The Network Operations Analyst will assist with direct support to physicians, clinical staff and other providers on an electronic medical record. The NOC analyst will support physicians and other users on PCs and mobile devices and will have a strong working knowledge of practice operations (Ambulatory) and Inpatient (Hospital) performance requirements and understand the sense of urgency when dealing with technology issues in a patient care environment.
Operations Management to include the operation and monitoring of on-line systems. Running batch processing and other productions jobs, preparation, storage and/or distribution of output products, and assisting users with problems during the course of their shift.
PRIMARY JOB DUTIES:
1. Works under the supervision of the Director of Network Operations or the Manager of Client Services.
2. Performs demonstrates proficiency in all functions and processes of a NOC Level I, II and III Analyst.
3. Provides first level support for all electronic or telephony generated requests for service. Analyzing problems encountered by systems' users through telephone contact and or electronic service requests and completing these requests by either First Call Resolution" and or by emailing the electronic requests with the corresponding service request information and or resolution.
4. Responsible for tracking and reporting each request, for documenting the responses given and for utilizing appropriate departmental procedures in developing the proper response to each type of requests.
5. Responsible for initiating follow-up calls to user departments regarding the status of requests, miscellaneous table and account maintenance, account management and low priority software installations.
6. Maintains a broad knowledge of all Information Services software and hardware being utilized to be technically conversant at all levels of problem solving through reading, briefings, seminars, and classes.
7. Responds to customer requests and complaints, answers questions, troubleshoots user and system errors and provides problem resolution over the phone as much as possible to promote accelerated problem resolution. Escalates to second level support as appropriate. Provides consulting advice for the user community in a manner that promotes a professional and customer service oriented climate throughout the Medical Center .
8. Responsible for creating, modifying and maintaining security passwords and profiles for specified applications within the Information Services domain. Specifically Active Directory and Email systems, however other applications can apply (Bed Control, Decision Point etc...)
9. Differentiates between user and system problems, resolving all issues pertaining to user requests and utilizing technical staff resources to address system problems.
10. Researches all problems from available resources (tech manuals, internal support documents, vendor support, internet resources, etc.).
11. Logs and tracks various types of requests to isolate and improve problem areas.
12. Provides point of contact knowledge transfer to end-users to minimize repeat calls and increase customer satisfaction.
13. Monitors on-line systems and network tasks to ensure responsive operation and restarts the systems in case of failure with limited assistance. Coordinates necessary first or second level support necessary to resolve problems in an expedient manner with least amount of impact to the users.
14. Schedule and/or run batch or other production jobs as assigned. Performs system backups on various platforms as scheduled.
15. Insures systems output is prepared, stored and/or delivered in accordance with specified guidelines.
16. Monitor network components/systems/applications for potential service outages or equipment failures and document events via event management system as they occur.
17. Prepares and/or maintains required work documentation logs and reports and distributes based on report delivery/storage requirements (Daily Run Logs, Event Management, Change Requests etc.).
18. Files and stores online backups and or tapes/history tapes in accordance with departmental documentation and organizational retention requirements. Prepares current backup tapes for off-site storage on a daily basis. Updates tape backup database on a daily basis
19. Assess network alarm conditions and relay details to the appropriate department.
20. Produce, communicate, and maintain up-to-date, accurate documentation as required.
21. Provides assigned training to less experienced personnel as required or scheduled.
22. Assists management and or coordinating staff in preparing work schedules, completing reports and other assigned tasks.
23. Becomes certified to operate and perform all duties of each identified shift in a solo manning function.
24. Proactively identify opportunities for improvement and offer/create viable recommendations/options.
25. Effectively communicate with other departments to handle any escalating issues in a timely manner.
26. Follow departmental downtime communications protocols/processes in detail.
27. Provide new and up to date knowledge database information and follow documented standards for additions/modifications/changes.
28. Performance Measurements:
a. Scripting
- Level III - Create four new scripts quarterly and or update and review
b. Knowledge Database Yearly Updates
- Level III - Leads knowledge database process and system updates and enhancements
c. Security Login Management
- Level II Level III - Primary or Secondary Security Login Responsibilities
- Level III - 98% Security Access Support Que Management and Account Creation
- Level III - 100% Terminations Removed/Disabled per documented procedures
d. Data Center Operations/Facilities Management
- Level III - Proactive facilities event management and mitigation planning including planning for Data Center Life Cycle Management (DCLM)
e. Service Requests
- Level III - Handles 18% of Total Calls Presented to the Help Desk /98% of Calls Handled / 99% Tickets Created / 75% First Call Resolution
Note: Calls Handled Percentage is based on total volume of calls (not service requests) to the Help Desk and not based on per shift; these statistics must be met six months out of the performance measured year.
f. Event Escalation Management
- Level III - Responsible for ensuring/leading that all system downtimes are communicated to the organization and documented properly including follow up review of downtime completion/status
a. Implement and creating new and or revised escalation procedures and policies in reference to Information Systems and Operations/Help Desk
g. Certification of All Job Functions
- Level III - Certified to work all Operations Shifts 1 st / 2 nd / 3 rd
a. Able to teach and certify NOC Level I and Level II staff on all Operations Shifts
b. Certified to provide Level I Clinical/Business Applications Support
c. Performs in a lead on call leadership role (can perform decision making as if a manager on call)
h. Tier 1 Application Support Knowledge (Level II Support)
- Level III - Level II Support for all applications
i. On Call
- Level III - Level II Help Desk Support After Hours and Weekends/Holidays (Tier Support to Clinical On Call)
29. Effectively demonstrates the mission, vision, and values of NHRMC on a daily basis
30. Strong communication and diplomacy skills required, and must have the ability to build positive working relationships with physician-users, practice managers, and staff.
31. Physical Requirements: Requires walking, standing, stooping at least 50% of the time; occasionally seated at a desk or table for extended periods of time. Visual ability for computer displays and the ability to lift and carry, for short distances, items weighing 30-50 pounds, on a daily basis.
32. Essential Technical/Motor Skills: Must have an aptitude in computers and manual dexterity in operation of data entry terminals and other office equipment
33. .Hours of Work: 24x7x365 including weekends and holidays.
34. Population Served: Medical Center and Affiliated Facilities/Offices staff
35. Performs other duties as assigned.
ESSENTIAL JOB SPECIFICATIONS:
1. Education Level III: The Network Operations Center Analyst will have high school diploma and or equivalent GED and preferred Bachelors Degree in a Computer Related Field. In lieu of degree, 6 years of Information Systems experience is required.
2. Licensure / Certifications Level III: Those without a computer-related college degree will require additional training and certification to include A+ Certification, ITIL Foundations, and or Help Desk Certification at a minimum.
3. Experience Level III: Require five years of experience as a computer operator involving midrange systems, microcomputers, PC LAN's or WAN's. Help Desk and prior experience with Hospital/Inpatient and Physician office operations and support of technology and IT processes in the physician practice environment is preferred but not required.
