JOB DESCRIPTION

The duties of this position are performed under the general review and supervision. Most assignments will be completed independently, subject to periodic review and approval.

• Leads in the resolution of level 2 troubleshooting of incidents and requests assigned from the Service Desk.
• Provide advanced remote technical support for the Medical Center’s core technologies, including any OSUWMC IT applications and infrastructure.
• Responsible for engineering solutions to common incidents and long-standing trends across OSUWMC.
• Serves as a lead for all P1, P2, and P3 issues to troubleshoot, diagnose, resolve, and escalate appropriately.
• Responsible for identifying, prioritizing, and resolving the most complex reported IT systemic problems.
• Assists the IT Service Desk in ensuring that all phases of front-line support are coordinated, monitored, logged, tracked, and resolved appropriately.
• Monitors and tracks the progress of service/problem resolution to ensure prompt, complete, and accurate response and corrective action has occurred; provides follow-up inquiry and assistance to the customer who logged the service request to ensure the customer understands action taken and is satisfied with the work performed.
• Works closely within the team to identify, troubleshoot, and work towards resolution on support trends for customers.
• Supports the planning, maintenance, operational engineering, administration, development, implementation, and integration of information technology platforms.
• Leverages software-defined compute, storage, and network stacks to integrate and automate programmatic deployment of various cloud platform topologies, information technology systems, and supported applications.
• Configuration of programmatic deployment of cloud infrastructure platforms, applications, and supporting infrastructure.
• Reviews operational issues for patterns and utilizes the analysis to drive optimization and automation targets.
• Serves as contact for escalations, provides on-call support (during shift and assigned times), and follows incident response policy.

MINIMUM QUALIFICATIONS

Bachelor’s degree and 2 years of relevant work experience.
Regular 40 Varying Shift

• Leads in the resolution of level 2 troubleshooting of incidents and requests assigned from the Service Desk.
• Provide advanced remote technical support for the Medical Center’s core technologies, including any OSUWMC IT applications and infrastructure.
• Responsible for engineering solutions to common incidents and long-standing trends across OSUWMC.
• Serves as a lead for all P1, P2, and P3 issues to troubleshoot, diagnose, resolve, and escalate appropriately.
• Responsible for identifying, prioritizing, and resolving the most complex reported IT systemic problems.
• Assists the IT Service Desk in ensuring that all phases of front-line support are coordinated, monitored, logged, tracked, and resolved appropriately.
• Monitors and tracks the progress of service/problem resolution to ensure prompt, complete, and accurate response and corrective action has occurred; provides follow-up inquiry and assistance to the customer who logged the service request to ensure the customer understands action taken and is satisfied with the work performed.
• Works closely within the team to identify, troubleshoot, and work towards resolution on support trends for customers.
• Supports the planning, maintenance, operational engineering, administration, development, implementation, and integration of information technology platforms.
• Leverages software-defined compute, storage, and network stacks to integrate and automate programmatic deployment of various cloud platform topologies, information technology systems, and supported applications.
• Configuration of programmatic deployment of cloud infrastructure platforms, applications, and supporting infrastructure.
• Reviews operational issues for patterns and utilizes the analysis to drive optimization and automation targets.
• Serves as contact for escalations, provides on-call support (during shift and assigned times), and follows incident response policy