Technical Operations Specialist (2318)

Communication:
o Ability to properly communicate with clients/end users/end users to draw additional information for troubleshooting and requests including the ability to communicate these updates in a detailed yet simplified manner
o Ability to properly communicate with clients/end users in the IT, Network, and Help Desk departments for troubleshooting and to provide updates
o Ability to discus tickets and information with Tier I for troubleshooting, client discussion, training, trends, and Decision Tree/Knowledge Base input
o Ability to discus tickets and information with Tier III for the purpose of troubleshooting, training, trends, and Decision Tree/Knowledge Base input
o Excellent verbal and written skills are required to provide detailed information to clients/end users regarding troubleshooting and updates
o Excellent verbal and written skills are required to provide detailed information to program regarding troubleshooting and updates
o Ability to discus hardware and software in depth with all levels of clients/end users/end users

1. SQL 2000 & 2005
o Ability to read, analyze, modify, and run Stored Procedures
o Ability to create, read, analyze, and modify SQL Views
o Ability to create SQL queries and join tables, or multiple tables, for queries
o Ability to upload files and run stored procedures
o Ability to restore a database
o Ability to create, adjust, and run SQL reports
o Ability to navigate through SQL tables to make adjustments, check for errors, acknowledge table relationships, and troubleshoot data errors
o Ability to read, modify, and troubleshoot SQL Views
o Ability to create, adjust and run SQL scripts
o Ability to navigate through the CrossRef database within SQL to create, modify or remove information

2. Network
o Ability to ping computers across internal and external networks, including other standard DOS commands, whether by network name or IP address
o Ability to diagnose an incorrect IP Address, Subnet, Default Gateway, or DNS entry, bad cable, bad port, etc.
o Ability to troubleshoot and update NIC driver settings
o Ability to complete network tests for confirmation of network speed and uptime

3. VPN
o Ability to log in to client/end user PC's and Servers and internal PC's and servers, whether utilizing Cisco, VPN Tunnel, Citrix, Windows VPN, etc.
o Ability to create and update pcAnywhere connections
o Ability to create and update Windows VPN clients/end users
o Experience with Remote Desktop (RDP), pcAnywhere, DameWare, and SOTI

4. Software
o Ability to navigate around a server for troubleshooting, file maintenance, etc.
o Ability to pull Event Viewer logs
o Experience with Server 2003 Operating System
o Experience with Server 2008 Operating System a plus
o Experience with XP Professional
o Experience with XP Embedded
o Experience with Windows Mobile
o Experience with Vista a plus
o Experience with System upgrades and patches
o Experience with cleaning viruses, Trojans, spam, etc.
o Experience with troubleshooting Web applications, researching errors, and changing Internet Explorer settings
o Experience with Internet Explorer setup, navigation, settings, troubleshooting, etc.
IE6 and 7 required
IE 8 a plus
Firefox a plus
o Internal Applications
Ability to determine if a new request, whether report or otherwise, is a feature, work around, ad-hoc or custom
Ability to determine if a problem is a feature enhancement or a bug
Ability to interpret Surgical Schedule Export error messages a plus
Experience with data validation and script review
Ability to create a database
Experience with importing database information
Ability to upload new reports
Ability to read, analyze and interpret Web services event viewer errors
Ability to read, analyze and interpret system event logs
Ability to read, analyze and interpret software generated error messages
Experience with or knowledge of Web services configuration
o Third Party Applications
Experience with Soti, Symantec, McAfee, FTP software, Adobe Reader, Snag-It a plus

5. Hardware
o Server
Experience in standard trouble shooting, collection of error logs, event viewer, recent updates, device manager verification, driver installation, etc.
o PC
Experience in standard trouble shooting, collection of error logs, recent updates, device manager verification, driver installation, etc.
o Printers
Experience in setup and troubleshooting of Laser and label printers
Ability to load drivers and isolate the difference between a generic printer driver and a specific printer driver
o Scanners (tethered and wireless)
Experience with standard troubleshooting of Symbol Scanners
o Handheld
Experience with working on Symbol Handhelds/PDA s

6. Security/Active Directory
o Experience in troubleshooting operating system and application security
o Ability to recognize limited user rights on a server or PC
o Ability to change user rights on a server or PC

7. Crystal Reports
o Ability to create, modify, and troubleshoot reports
o Ability to adjust current reports for client requests

8. Knowledge Base
o Experience in creating a Knowledge Base
o Experience in updating and modifying a Knowledge Base
o Experience with salesforce.com a plus
o Ability to run reports and interpret for trending purposes

9. Decision Tree
o Ability to create, modify, or review Decision Tree steps for Tier I troubleshooting
o Experience with Informavores FireFly a plus
o Research current Decision Tree process steps for streamlining
o Ability to run reports and interpret for trending purposes

10. CRM
o Ability to use and update a Ticketing program
o Extremely detail oriented
o Experience with salesforce.com
o Ability to run reports and interpret for trending purposes

11. Testing of internal hardware and software
o Ability to follow a specifications document to test Applied Logic software and hardware products as needed
o Ability to translate findings clearly to other employees on results after testing as needed

12. Pager
o Ability to perform off hour technical support to clients/end users 24/7/365

13. Travel
o Ability to travel 10% of the time

14. Additional Specifications
o Ability to manage multiple priorities at one time
o Ability to manage time tracking for technical support purposes
o Ability to responsibly follow up on tickets to expedite a resolution
o Ability to ask for help and to accept it
o Ability to manage multiple projects at one time
o Hospital experience