Helpdesk Network Analyst - Tier 3

at  Proliance Surgeons Inc

Description
Proliance Surgeons is one of the largest surgical practices in the country, with over 450 providers including over 200 board-certified physicians providing treatment at more than 100 care centers in Washington State.
At Proliance, our patients come from all walks of life and so do we. We hire, develop and engage great people from a wide variety of backgrounds and encourage growth and development to make our organization a great place to work. We draw on the differences in who we are, what we’ve experienced, and how we think to create Exceptional Outcomes, Personally Delivered.
We are proud to offer a comprehensive and competitive benefit and pay package including health coverage, 401k with match and profit share, PTO and more! Check out our main career site for more details at www.proliancesurgeons.com/careers
Be Part of Who We Are!
Position Summary
The primary role of the Tier 3 Helpdesk Network Analyst role is to resolve more complex network issues which require detailed network understanding and ability to analyze traffic. This person will also work as a liaison with the IT Department system administrators and network engineers as well as assist Tier 1 and Tier 2 personnel. This person will be required to effectively provide resolution for issues relatively complex in nature, including thorough follow-up support and closure to issues. This person will need to be extremely customer service oriented and must be able to clearly and effectively communicate technical solutions with employees at all levels within the company.
Key Duties and Responsibilities

The key duties and responsibilities of the Tier 3 Helpdesk Network Analyst include, but are not limited to:

• Proactive monitoring of infrastructures to identify and resolve issues before downtime occurs.
• Handle Tier 1 and Tier 2 escalations and problem resolution for end-user, system and network issues.
• Provides technical leadership, knowledge sharing, training and mentorship to Tier 1 and Tier 2.
• Maintain close contact and open communication with clients until an issue has been resolved.
• Use communication channels to inform team of important issues and information which will help improve team performance.
• Assist Sr IT User Support Manager and Team Lead with providing outage information and follow-up to end-users as needed.
• Maintain close contact and open communications with system admins to research root cause analysis.
• Assist with developing and maintaining current imaging system.
• Proactively work to identify process improvements or automations to assist with work flow for helpdesk team.
• Help Team Lead and Manager identify training gaps with Tier 1 and Tier 2 teams.
• Participate in weekly issues and troubleshooting meetings.
• Back up Tier 1 team and Tier 2 as needed; other duties as assigned.
• Proficient with working in Active Directory for the creation of new hires, terminations and creation of security groups
• Proficient in Citrix and troubleshooting within Citrix.
• Proficient in Voice over IP deployments/Unified Communications which includes Dialpad, Microsoft Teams and Zoom.
• Network background related to Network configuration and ability to verify settings. Analyze network traffic identifying devices consuming unusual amounts of bandwidth.
• Ability to review network hardware and identify outdated firmware or high utilization including any recent changes to network configuration or hardware.
• Provide on-site technical support for hardware and software to all Proliance locations as needed.
• Project work as assigned

Education/Experience

• MCP (Microsoft Certified Professional) or equivalent
• Bachelor’s degree in information technology or similar discipline and a minimum of 4 years’ experience in escalated IT help desk operations (i.e. providing end-user support for desktop and application software, OR 4 years installing, upgrading, troubleshooting and repairing personal computers and printers in a network environment)
• Preferred experience with the following:
• Cisco/Meraki switching, routing and wireless
• Microsoft DHCP Services
• IP Subnetting, Ranges, etc
• Routing Protocols, including OSPF and BGP
• VMWare VCF / vCloud, including VM basic VM configuration and deployments.
• Cisco IOS Cli, including basic network interface commands, port status, and configuration manipulation
• Windows Desktop applications; various operating systems, software applications and basic hardware for the PC; principles of theories of network systems and management.

Internet technologies and products

Knowledge, Skills and Abilities

• Valid WA driver’s license required
• Must have own car
• Expert problem solving and documentation skills
• Strong telephone and interpersonal networking skills
• Excellent customer service skills, with the drive to excel in a prompt and courteous fashion
• Ability to read, understand and implement established procedures
• Training in information management, use of troubleshooting and technology knowledge base usage to help clientele in the proper diagnosis of the root cause of technical problems, while able to recommend an accurate resolution.
• Outstanding organizational, time management and multi-tasking skills
• Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines

Work Environment/Physical Demands
The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.
Work may be performed in an office and clinical environment. Requires corrected vision and hearing to normal range. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is required to sit for long periods of time, stand and walk, bend and stretch. Use of telephone and computer is required. Manual dexterity required for use of computer keyboard. Occasionally lifts and carries items weighing up to 40 pounds. May requires working under stressful conditions or working irregular hours

• Proactive monitoring of infrastructures to identify and resolve issues before downtime occurs.
• Handle Tier 1 and Tier 2 escalations and problem resolution for end-user, system and network issues.
• Provides technical leadership, knowledge sharing, training and mentorship to Tier 1 and Tier 2.
• Maintain close contact and open communication with clients until an issue has been resolved.
• Use communication channels to inform team of important issues and information which will help improve team performance.
• Assist Sr IT User Support Manager and Team Lead with providing outage information and follow-up to end-users as needed.
• Maintain close contact and open communications with system admins to research root cause analysis.
• Assist with developing and maintaining current imaging system.
• Proactively work to identify process improvements or automations to assist with work flow for helpdesk team.
• Help Team Lead and Manager identify training gaps with Tier 1 and Tier 2 teams.
• Participate in weekly issues and troubleshooting meetings.
• Back up Tier 1 team and Tier 2 as needed; other duties as assigned.
• Proficient with working in Active Directory for the creation of new hires, terminations and creation of security groups
• Proficient in Citrix and troubleshooting within Citrix.
• Proficient in Voice over IP deployments/Unified Communications which includes Dialpad, Microsoft Teams and Zoom.
• Network background related to Network configuration and ability to verify settings. Analyze network traffic identifying devices consuming unusual amounts of bandwidth.
• Ability to review network hardware and identify outdated firmware or high utilization including any recent changes to network configuration or hardware.
• Provide on-site technical support for hardware and software to all Proliance locations as needed.
• Project work as assigne