HRTMS Job Description Management
| NI-IT Operations Center Technician J o b D e s c r i p t i o n | | |
JOB INFORMATION | Effective Date: | 9/10/2024 | Entity: | Illinois | Job Code: | NI-3290AC | Job Title: | NI-IT Operations Center Technician | FLSA Exemption Status: | Non-Exempt | JOB SUMMARY | | | The IT Operation Center Technician is responsible for monitoring critical infrastructure operations in a 24x7x365 environment and support of data center operations. This position has responsibility for service incident prioritization and escalation, support services for technical teams, data center infrastructure monitoring, alert processing, call handling, communication to clients and stakeholders, day to day operations and adhering to data center standards, methodologies, and processes. This position will drive proactive operation center solutions in a collaborative fashion working closely with the other Information Services teams. | | | | | | | | |
• | Perform release management activities including patching, firmware updates and other related activities. Monitor system backups and operational processes for occurrence, completion, and validation. Assess and develop emergency and standard operating procedures and help with method of procedure creation. | • | Monitor alerts from servers and networking devices belonging to various clients. Focus will include event correlation, documenting observed anomalies, and bringing findings to the attention of key IS support staff. | • | Troubleshoot basic network and system related issues, work with vendors, and handle fault management and event notification with escalation as needed. Configure monitoring software to achieve optimal efficiency. | • | Provides on call support for other IS Teams including but not limited to: Application Owners, Server Admins, Network Engineers, Cybersecurity Engineers | • | Primary support for call center, onsite emergency assistance for building operations and the data center, and support for password and technical assistance on the customer portal. | • | Monitor ticketing system including promptly responding to tickets, updating tickets with regular status reports, verifying ticket accuracy, ensuring timely response, and recommending system configuration improvements. Assist with report generation and analysis of ticketing data to support SLA (Service Level Agreements) and operational needs. Follow ITIL-based incident management and escalation processes. | • | Run operation reports and compile these reports for team review and client review. Analyze data for trends and make recommendations for infrastructure improvements. Help establish and support QA (Quality Assurance), QC (Quality Control), and process improvement efforts. | • | Coordinate the support and communication activities of major incidents to allow tier-1 support to work with customers and tier-3 support to focus on service restoration. | • | Hand off or receive open ticket information during shift changes and facilitate knowledge transfer. Document solutions to common issues in a knowledge base. | • | Provide technical support for end users including IP phone, desktop, connectivity, and desktop applications-related issues. | • | Monitor and control physical building security including cameras and door access. Issue badges and keys. Oversee front desk visitor and customer access including admittance, approval, and tracking. Management of deliveries and shipments including receipt, tracking and notification. | • | Monitor weather, facility, sever room environment and HVAC (Heating, Ventilation, and Air Conditioning) systems including recording and trending. Daily facility walkthroughs for analysis and adherence to policy and preparation for customer visits and tours. Generator testing, recording, alert monitoring, and trending of results. Power monitoring of UPS (Uninterruptible Power Supply), PDU and SNMP communications. |
As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned. ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS. |
Age Specific Competency (Clinical jobs only) | X | Non-Clinical | | | | | | | | | |
Education | Education Level | Education Details | Required/
Preferred | | | Associate degree in healthcare, information technology, business, or related field. Two (2) years of relevant experience may be considered in lieu of degree. | Required | | | Bachelor's degree in computer science, information systems, healthcare, cybersecurity, information technology, engineering, business, or related field. | Preferred | | | | | | | | |
Experience | Experience | Experience Details | Required/
Preferred | | | Two (2) years' experience in a 24/7 operations, service desk, SOC, or NOC environment. | Preferred | | | Experience in healthcare setting. | Preferred | | | | | | | | |
Licenses & Certifications | Licenses/Certification Details | Time Frame | Required/
Preferred | | ITIL (Information Technology Infrastructure Library) Foundation certified. | | Preferred | | | | | | | | |
LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY. |
Knowledge, Skills, and Abilities | • | Demonstrated success with troubleshooting IT issues related to personal computers, mobile devices, printers, phones, and online messaging platforms. | • | Demonstrated success in effectively handling multiple issues simultaneously. | • | Intermediate proficiency in communication. | • | Intermediate proficiency in effective team member. | • | Intermediate proficiency in critical thinking. | • | Emerging proficiency in leading with integrity. | • | Emerging proficiency in mentoring and teaching. | • | Emerging proficiency in technical leadership. | • | Emerging proficiency in championing innovation. | • | Emerging proficiency in escalation. | • | Emerging proficiency in subject matter expertise. | • | Emerging proficiency in troubleshooting. | • | Emerging proficiency in workload and time management. | • | Knowledge of ticketing application. | • | Knowledge of Microsoft products including the Office applications. | • | Knowledge of basic administration of Microsoft Windows Server operating systems. | • | Knowledge of desktop/PC/printers, networking technology, such as routing, switching, WAN circuits, enterprise Internet connectivity and TCP/IP protocols. | • | Knowledge of mobile device technology and equipment, such as iPhone, iPad, and Android. | • | Ability to discuss technical issues effectively with technical professionals as well as non-technical users. | • | Ability to work independently and remain on task. | • | Ability to act responsibly in demanding situations without supervision. | • | Ability to logically organize details. | • | Ability to manage multiple concurrent activities. | • | Able to accommodate a flexible work schedule that may include nights, weekends or holidays as required. | • | Knowledge of ITIL and Service Desk industry best practices. | | | |
PHYSICAL REQUIREMENTS/WORKING CONDITIONS |
Physical Demands | A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. | Physical Demand | Continuous Over 70% | Frequent 40% - 69% | Occasional 15% - 39% | Rarely Up to 15% | Standing | | | X | | Walking | | | X | | Climbing | | | | X | Bending | | | X | | Crouching | | | | X | Pushing / Pulling | | | X | | Carry | | | X | | Color Discrimination | X | | | | Hearing Ability | X | | | | Lifting / Lowering 1 -15 lbs. | | | X | | 15 - 30 lbs. | | | | X | 30 - 50 lbs. | | | | X | | | | | | | | | |
| Over 50 lbs. | UW Health does not require nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the “Use of Mechanical Lifts (Liko)” policy in the Patient Services Policy and Procedure Manual. | | | |
Physical Demands | While performing the duties of this job, the associate is required to work within the selected working environments. | Physical Demands | Continuous Over 70% | Frequent 40% - 69% | Occasional 15% - 39% | Rarely Up to 15% | Concentration on Detail | X | | | | Attention Span of 1 + Hours on a Task | | X | | | Ability to Remember Multiple Tasks | X | | | | Oral Communication | | X | | | Written Communication | X | | | | | | | | | | | | |
Physical Demands | Physical Demands | Continuous Over 70% | Frequent 40% - 69% | Occasional 15% - 39% | Rarely Up to 15% | Exposure to Blood and Body Fluids | | | | X | Exposure to Toxins, Cytotoxins, Poisons | | | | X | Exposure to Extreme Heat, Cold, Temp Fluctuations | | | | X | Exposure to Hazardous Chemicals | | | | X | Exposure to Radiation | | | | X | Other - Working with patients in crisis who may be volatile and potentially violent. | | | | X | | | | | | | | | |
Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position. | THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position. |
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