Analyst, Systems NonExempt

Job Summary

The NOC Systems Analyst monitors, maintains, and troubleshoots Lifepoint Health's enterprise network systems to ensure their optimal performance, security, and availability. Key responsibilities include using network monitoring tools to detect and resolve issues, perform routine maintenance and updates, configure hardware, and collaborating with IT teams to optimize the network infrastructure. Provide technical support, document network configurations, and respond to alerts and outages to safeguard the company's data and ensure business continuity.

Job Requirements

Technical skills in network protocols (TCP/IP), network monitoring tools, and hardware (routers, switches, firewalls), along with excellent problem-solving, communication, and analytical skills. Experience with network troubleshooting, security best practices. CCNA or CompTIA Network+ certifications preferred. Ability to communicate with an end user to quickly determine the root cause of an issue and walk the end user through any needed troubleshooting steps in an attempt to resolve the problem.

Minimum Education

Associate degree in computer networking or equivalent work experience

Required Skills

• Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate action.
• Formal training or direct experience with enterprise level computer network systems. Formal training or direct experience with the Windows desktop and server platform required. Knowledge of networks, client-server computing, help desk, HTML, and other computing platforms helpful but not required.
• Minimum Work Experience
  A minimum of one year of experience supporting and monitoring network systems, servers or storage in an enterprise environment. Previous NOC experience is strongly preferred.
• Experience working with ticketing systems i.e. ServiceNow, HP Service Manager, or Cherwell
• Strong problem solving and critical thinking skills.
• Familiar with Microsoft Office Suite applications - Word, Excel, OneNote
• Experience with monitoring and alerting software - Microsoft SCOM, ITM (Tivoli), Solar Winds Orion, and LogicMonitor
• Basic familiarity with broadband and fiber circuits as it relates to customer connectivity and modems.
• Familiar with DHCP services related to server services administration ie scope creation, reservation creation, and pool management.
• Basic understanding of how LAN's work.
• Knowledge of Microsoft server operating systems
• Working knowledge of Cisco network devices required, experience with Fortinet network devices preferred
• Excellent written, verbal and interpersonal skills
• Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations

Experience providing remote support using virtual desktop tools and talking end user through basic troubleshooting processes

Essential Functions

• Monitor a wide variety of information and network systems that include, but are not limited to LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications; using status and performance monitoring tools to monitor the enterprise network for outages, failing equipment and network performance issues.
• Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
• Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact
• Notify customer and third-party service providers of issues, outages and remediation status
• Troubleshoot remote site outages to isolate the cause and escalate with the internet service providers and network engineers when necessary to restore connectivity.
• Work with remote site personnel to determine if network equipment has failed and needs to be replaced; then coordinates the replacement and configuration of the failed network equipment.
• Work with third party vendors to schedule tech dispatches to facilitate: remote site troubleshooting, working with ISP's to isolate network issues and performing equipment replacement.
• Document all troubleshooting, resolutions, and processes by updating assigned tickets, escalating to various carriers and personnel as required until completion.
• Controls and documents physical access for all visitors to the Louisville Data Center production floor, communications room and test lab. This includes: Support Vendors and IS department personnel.
• Manages all corporate printers and print queues on both remote site and corporate print servers. Including DHCP reservations, DNS records, Print queue creation and printer configuration.
• Executes basic server management tasks based on requests from server owners using either VMWare or RDP connectivity.
• Develop strong relationships with the customer and all other supported departments.
• Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours.
• Coordinate network activities related to cut-overs and upgrade to insure that schedules are appropriately planned to avoid customer service outages.

Work with other corporate IS departments to support projects associated with improving network functionality to include: updating network equipment configurations and identifying underperforming or failing equipment that needs to be replaced.

Collaboration:

• Work with other IT departments and vendors to optimize network performance, isolate network interruptions
• Documentation: Create and maintain accurate records of network configurations, procedures, and troubleshooting steps.
• Technical Support: Provide technical expertise and support to internal users and other teams for network-related incidents.
• Manages vendor coordination, problem identification and tracking.
  Provides hardware support as needed.
  Serves as key customer contact for inquiries and resolution of customer issues.

Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.