Network Support Specialist II

Job Type

Full-time

Description

Who We Are

3-D Technology Group, LLC is a national information technology (IT) services company dedicated to enabling every healthcare organization to achieve more. As a trusted healthcare partner, we help clients optimize clinical and operational performance through our professional and managed IT services.

Our experienced and dedicated associates focus on improving the patient experience of care (including quality, safety, and satisfaction); improving the health of populations; reducing the cost of health care; and improving the clinician and caregiver experience.

We are committed to exceeding client expectations for quality and service by Defining, Designing, and Deploying real working solutions that deliver value every day.

Our deep understanding of healthcare operations, client's needs, and existing and emerging technologies enables innovation and business transformation safely, quickly, efficiently, and effectively.

With over 20 years' experience and fueled by hiring only the best employees in the industry, 3D has provided services to well over 1,000 hospitals and clinics nationwide including some of the most successful healthcare providers in the country.

Position Summary:

Network Support Specialist II - The primary responsibility of the Network Support Specialist II surrounds identifying, and remediating network-related issues experienced by our clients. Possesses knowledge of networking fundamentals, concepts, and best practices. Leveraging networking focused skills, the Network Support Specialist II will need to provide maintenance/support of the networking infrastructure devices including routers, switches, wireless controllers, WAPs, etc.

Responsibilities:

• Serve as point of escalation from Service Desk Analyst teams for network related support issues
• Primary point of handling: creation, updating, resolving network support incidents, service requests and tasks
• Investigate and resolve application connectivity and network issues reported by internal customers using monitoring software, root-cause analysis and troubleshooting skills
• Knowledge of network design, engineering, implementation, management, capacity planning and troubleshooting
• Collaborate with internal and external departments to accomplish various tasks and projects
• Obtain and analyze appropriate product, vendor, and network architecture informatio
• Perform routine support, and administration of customer enterprise network services and infrastructure and other operational activities as require
• Identifies, diagnoses, and resolves connection, reliability, or performance issues within client networks
• Assists in developing and enforcing network security policies and procedures
• Performs maintenance on network hardware within client environment in accordance to established operating procedures
• Work across the teams, peers and vendors to help continue the development of a continuous improvement ethos making the support services we provide best in class with a proactive approach
• Follow Change and Problem Management processes and practices.
• Provide coaching/mentorship to junior specialists and analysts
• Other duties as assigned

Requirements

• Associate/Bachelor's Degree, or equivalent experience
• 1-2 years of proven work experience in a NOC or Service Desk team
• Knowledge of or experience in network patching in Juniper or Cisco environments
• Knowledge of common IT protocols (TCIP/IP, DNS, WINS, DHCP) and associated routing protocols (OSPF, EIGRP)
• Knowledge of or experience in VLAN concepts, support, and best practices at layer 2 and 3 of the OSI model
• Working knowledge of OSI Model
• Knowledge/exposure of SDWAN design and concepts
• Experience with working in Service Now ticketing system or other ITIL system
• Knowledge/exposure of firewall technologies and/or concepts
• Excellent written and verbal communication skills
• Knowledge of/exposure to network theory

Core Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication - Able to read and interpret written information.
• Teamwork - Contributes to building a positive team spirit.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

Job Specific Competencies:

• Technical Expertise - Demonstrates depth of knowledge and skill necessary for the job.
• Results Orientation - Ensures that one's own and/or others' work and information are complete and accurate; focuses on desired result of one's own or one's units' work.
• Self- Management - Takes responsibility for one's own performance.
• Flexibility - Openness to different and new ways of doing things; willingness to modify one's preferred way of doing things. Innovation: Develops, sponsors, or supports the introduction of new and improved methods, products, procedures, or technologies.

3D Technology Group, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.