Field Technology Analyst

No relocation assistance.

The Field Technology Analyst provides a high level, broad spectrum of technical analysis and support for computing and data communications technologies. Specifically, provides for field analysis of ITG core technologies and services, tier 1&2 support of those technologies, project management, and a conduit for communications and technical feedback between customers, field support, and ITG tier 3 support groups such as Systems Analysts/Engineers. This position is distinguished by a hybrid combination of technology roles that include Systems Analyst, Field Service Technician, Project Manager and Help Desk Analyst. These are multi-tasking, broadly based positions that require a combination of analytic, technical, project management, and customer support skills to provide IT field support across all company missions.

The Field Technology Analyst is also distinguished by a broad spectrum and high degree of technical abilities, and the ability to effectively multi-task across job roles and across multiple technology platforms. These technology platforms may include but are not limited to stationary and mobile computing devices, multiple operating systems, virtualization, and converged technologies such as VOIP, Vocera, and other elements of unified communications. Lastly, this class is distinguished by a requirement to rapidly and dynamically respond to a rapidly changing technology environment. The Field Technology Analyst provides advanced technical expertise and leadership, models service excellence and conduct, and develops cross-team communications to facilitate core competencies and best practices.

The Field Technology Analyst also provides liaison with other ITG teams to communicate and assess operational issues, and test, integrate and help implement value added changes while mitigating negative issues in the network or field environment for the customer and ITG. ITG employees embody the standards, and are responsible for the security of technology.

In exercising their duties, ITG employees must follow security directives, incorporating security measures in the delivery of their everyday tasks, and are required to report security concerns to the ITG Security Engineering team. Systems Analysis:

• Conducts field analysis of deployed ITG core services including Directory Services, Mail, File, Desktop Images, Security systems, Virtualized environments, Wireless, and Wired Networks
• Monitors performance and proactively looks for system degradation or problem trends; provides feedback, problem assessment, and proposed solutions to customers, and ITG tier 3 support groups
• Provides analysis and testing of new hardware and software for integrity and usability
• Develops and/or participate in testing to assess the effectiveness and utility of temporary and permanent solutions for problems discovered in the field
• Analyzes special project technology requirements and recommends optimal hardware/software solutions
• Recommends interdepartmental and company-wide computing standards; develops proposals for consideration or justification of new acquisitions; prepares technical reports to be used by management in making decisions about field technology systems.
• Based on technical experience in the field, provides recommendations and assistance to other ITG staff in assessing and improving the tools, processes and procedures currently in use or proposed for future use.
• Consults with hardware, software, and device vendors to assist customers with selection an understanding of needed products and services.
• Develops and maintains expertise with current technologies and examine details of proposed future technologies to ensure effective and efficient deployment in research, and classroom environments.
• Participates in testing to assess the effectiveness and utility of proposed changes in tools, processes and procedures.
• Works with managers, technicians and customers to identify areas of concern and work to create efficient processes and procedures to ensure timely completion of projects, quality of support and resolution of problems; works collaboratively with other technical staff and management to identify trends and communicate issues that impact ITG personnel (root cause analysis).
• Assists ITG in developing a technology roadmap for the future.

Tier 1 Help Desk Support:

• Maintains superior oral, written, verbal and aural communication skills and pro-actively build relationships, respect and trust with customers and co-workers
• Responds to telephone ques, Web based requests, and verbal requests for ITG assistance
• Implements and tracks trouble tickets
• Interfaces with customers to define and resolve field technology issues; researches, resolves, and responds to highly complex questions in accordance with current IT industry and company standards & practices; provides expert and creative solutions to customer problems of complex nature to ensure customer satisfaction and productivity
• Develops and maintains knowledge base for Help Desk support; works with other ITG groups to identify and verify information for knowledge base entry; provides information regarding ITG services
• Assists customers in the use of Core Enterprise programs and services
• Keeps ITG tier 3 support, and management informed of current problems and recommends solutions where necessary
• Acquires, maintains, and expands knowledge of day-to-day operating environment and relevant product offerings, current support policies, and methods of support delivery in order to provide timely and technically accurate solutions to ITG customers
• Provides customer consultation and guidance for computing hardware purchases, and operation of an engineering/test environment to do pre-deployment hardware and software testing, and integration testing for hospital, research and/or classroom related support issues.
• Helps communicate with and coordinate desktop and computer support resources to handle campus-wide urgent issues that impact the desktop environment, such as virus and threat response. Assist with timely and accurate communication and provide updates to managers and other ITG teams as necessary.
• Proactively initiates contact with customers to evaluate business drivers, technology needs, and future budget considerations, and elicit customer perspective and opinion relating to support levels and future direction.
• Introduces services and solutions by educating departments on support models and engagement procedures, and offering preventative maintenance options.

Tier 2 Field Technical Services:

• Provides advanced support for installation, usage, and maintenance of core and environment-specific systems and software
• Supports, monitors, tests, and troubleshoots hardware and software pertaining to equipment used in conjunction with the Network environment; triages and creates trouble tickets/projects communicates with customers regarding the status of all work requested.
• Performs complex analysis/troubleshooting to resolve problems with hardware and software; analyzes, troubleshoots and resolves complex user access problems
• Determines environmental and electrical requirements for new installations and computer moves; installs components of newly acquired computer systems, sets up and configures system; installs software; maintains records verifying compliance with vendor licensing agreements
• Acts as the escalation point for software, hardware and/or networking problems that require a higher-level troubleshooting/diagnosis than can be provided within the work unit; when necessary, escalates to internal Tier 3 ITG support groups (ie, Networks, Engineering, Infrastructure, etc) or outside vendors.
• Provides customer consultation and guidance and assistance for computing hardware purchases.
• Maintains and operates an engineering/test environment to do pre-deployment hardware and software testing, and integration testing for hospital, research and/or classroom related support issues.
• Develops and/or participate in testing to assess the effectiveness and utility of temporary and permanent solutions for problems discovered in the field.
• Participates as a member of the ITG Information Security Incident Response Team (ISIRT) and helps to promote, deploy, maintain and integrate ITG security best practices, policies, and directives.

Required Skills, Knowledge and Experience:
Education:

• Bachelor's degree and two years Computer Science experience;
• OR Associate's degree and four years Computer Science experience;
• OR An equivalent combination of training and/or experience.

Experience:

• Experience with TCP/IP, and other networking protocols
• Understanding of Microsoft Networks at the operating system level, file/directory security, and user account level
• Proven Help Desk experience and customer relations skills
• Three years of field experience which includes resolving field hardware and software problems, installing Microsoft Windows and Macintosh operating systems and which included two years of networking experience on a large scale network
• Experience using SDLC or like processes to manage projects
• Project and/or team leadership
• Advanced, broad-based "technical generalist" skills
• Superior and proven technology analytic skills that demonstrate accepted systems analysis processes
• Knowledge of current remote access (WTS,VPN) and virtualization technologies
• Ability to rapidly adjust to changing priorities and make quick and good decisions with limited information
• Knowledge of and ability to assess and resolve issues with core services, including: messaging, directory services, file services, identity management and user accounts
• Proven experience with IT technologies, principles, and best practices
• Ability and willingness to stay current on technologies and trends relating to field technologies
• Proven knowledge of local area networks running on Ethernet topology
• Expertise with Microsoft Office Suite
• High level knowledge of IT security tools, practices and principles
• Proven expertise in currently deployed desktop computer operating systems, including installation, application support, and registry support
• Proven ability and expertise deploying and troubleshooting desktops/laptops, wireless devices, PDA/phones, components and peripherals and other IP based field technologies
• Excellent analytical and troubleshooting skills
• Proven ability to multitask
• Superior oral, written, verbal and aural communication skills
• Ability to build relationships, respect and trust with customers and co-workers
• Ability to track and analyze data using Excel and/or Access

Certifications:

• Must possess or be able to obtain within 6 months:
• Microsoft Certified Desktop Support Technician (MCDST); and
• Apple Certified Macintosh Technician (ACMT)

Preferred Skills, Knowledge and Experience:
Experience:

• Experience in a Heath Care, Research and or Academic environment
• Experience in a large network and campus environment (17,000 users)
• Formal Project Management Training (PMI)
• Linux Experience

Certifications:

• Microsoft Certified Technology Specialist (MCTS)
• Microsoft Certified Systems Engineer (MCSE)
• Linux Certification
• Cisco Certified Network Associate (CCNA)