[Remote] Technical Support Analyst at Sinai Health System (Chicago, IL)

Sinai Health System

Full Time

GENERAL SUMMARY/BASIC PURPOSE OF JOB:


•  Documents and catalogues the LAN/Network inventory for both hardware and software.


•  Administer network, resolving network traffic situations, and monitoring network performance.


•  Installs, configures and maintains network servers, devices and VPN’s.


•  Good knowledge of general networking concepts and IP Protocols.


•   Develops and maintains documentation and adheres to change management procedures and other networking processes and standards.


•   Provide technical support to Symantec 2FA, Citrix and Active Directory.


•   Works on security and other risk prevention and Endpoint Security management.


•   Experience with industry-standard vulnerability management tools.


•   Good understanding of the vulnerability identification, analysis, and scoring standard Common Vulnerability Scoring System (CVSS), as well as (CVE).


•   Demonstrated knowledge of information security programs and operations, data security practices and procedures.


•   Analyzes and implements most effective method of correcting problems. Documents problems and resolutions as necessary.


•   Work with other departments to fulfill technical needs.


•   Experience in SysAid ticketing system to supported in house and remote users.


•   Monitor, escalate and respond to security events.


ESSENTIAL FUNCTIONS AND DUTIES:



  • UPDATES AND DOCUMENTS EXTERNAL CLIENT ISSUES.

  • PERFORMS ANALYSIS AND DETERMINES CLIENT PROBLEMS, AND DOCUMENTS THESE ISSUES.

  • PROVIDES SOLUTIONS FOR NETWORK AND SYSTEM RELATED ISSUES, AND PROVIDES DETAILED DOCUMENTATION ALONG WITH IT.

  • PERFORMS CAUSE ANALYSIS REGARDING CLIENT ISSUES, AS THEY RELATE TO THE FOLLOWING ENVIRONMENTS:  DESKTOP, CITRIX, AND PORTAL CONNECTIONS.

  • ASSISTS CLIENTS BY PERFORMING ANALYSIS OF VARIOUS ISSUES RELATING TO LANS’S, WAN’S, DESKTOP COMPUTERS, INTERNET CONNECTIVITY, AND THE INSTALLATION OF HARDWARE AND SOFTWARE.

  • ASSISTS CUSTOMERS FOR THE PURPOSE OF IMPROVING PROCESSES RELATED TO SYSTEM ISSUES.

  • MAINTAINS ERROR LOGS IN COORDINATION WITH IT DEPARTMENTS, AND THEN MAINTAINS RESOLUTION REPORTS, AS WELL.

  • OFFERS RECOMMENDATIONS, BASED ON VARIOUS METRICS, ON HOW TO IMPROVE THE SUPPORT PROCESS IN ITS ENTIRETY.


MINIMUM EDUCATION:



  • BS degree in Computer Science, Engineering or related field.


MINIMUM WORK EXPERIENCE:



  • Minimum 3 years experience in a technical support position.


KNOWLEDGE & SKILLS:



  • Ability to analyze issues related to software’s and compatibility issues.

  • Windows 10 knowledge.

  • Excellent communication skills.


REQUIRED LICENSES, CERTIFICATES, REGISTRATIONS:



  • Certificates: Network Administration (Preferred).