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Technology Support Specialist

Job description

Clinical Evaluation Center Technology Support Specialist/Information Technology Department

Summary: Reporting to the Chief Technology Officer (CTO), the Clinical Evaluation Center (CEC) Technology Support Specialist will have oversight for daily technology functions in the CEC building. The position will maintain high levels of service as part of the Information Technology management team. The position will work collaboratively with the CEC Director and CEC staff to insure ongoing high-stake events have the technology support that is required.

General Duties and Responsibilities

Networking & VoIP

  • Technical support of wireless and wired connectivity in the CEC building.  For more complex issues, the position will coordinate with the Network Manager to resolve.
  • Support of the closed network used for simulation events in the CEC on the specific hardware negotiating the closed network traffic to ensure end users can access live or on-demand video streams.
  • Assisting the maintenance of network security and access on the WVSOM campus network within the CEC building; using a thorough knowledge of IEEE 802.11 standards, which allows for mobility of end users throughout the CEC building, while maintaining secure authenticated access to network resources, as well as providing access to guests of WVSOM.
  • Troubleshooting network logins for faculty, staff, students and guests in the wired and wireless environments, and access to the B-Line SimCapture system.
  • End user support for telephones, video conferencing (Jabber, WebEx and Skype), printers and faxing in the CEC building.
  • Analyze, install, and maintain physical cabling plant in the CEC building in collaboration with other IT networking staff for networking and audio/video streaming needs.

Servers & B-Line SimCapture System

  • The position will maintain a close working relationship with the B-Line vendor to insure ongoing changes/updates are made for the SimCapture application on the B-Line centralization servers with the attached video NetApp storage appliance, and associated encoders. 
  • The centralization servers and encoders will be maintained at the appropriate operating system version and configurations approved by the B-Line vendor and in coordination with the IT Department’s  server team.  This includes the primary system located in the CEC building and the secondary, failover system in the Technology data center.
  • Any future enhancements to the B-Line system to cloud based operations (i.e.-SimCapture Node & SimCapture Pro) as a replacement to the current CEC infrastructure will be managed by this position, inclusive of appropriate audio visual components, camera/microphone placements and video streaming technologies.
  • Technical server support for CEC related servers and storage appliances; for more complex issues, the position will collaborate with the IT Server Team.
  • The position will interact with the IT Server Team to apply best practice server standards to the CEC environment including:  physical and virtual server builds; maintaining virtual desktops which encapsulate the required CEC applications for faculty/staff/student use; maintain server security and access; maintain appropriate database/server integrations; review server and application event logs for troubleshooting; insuring backup methodologies for maintaining critical data/videos; and disaster recovery methods for the CEC technology environment.

Other Support Duties

  • Proactively collaborate with the CEC staff to ensure all technical aspects of each event is tested and in working order.
  • Program timing CD control panel for each event and test timing CDs.
  • Adjust camera views as needed during events.
  • Troubleshoot hardware and configuration issues for printers and end user devices in the CEC.
  • Assist with radio equipment, wireless phones, Ventriliscopes and recording sound cards as needed.
  • Collaborate with the Standardized Patient Program Coordinator on B-Line upgrades, testing, features, issues and troubleshooting.
  • The position will confer with the Help Desk Manager on protocols for imaging end user devices, mobile device management (iPads) within AirWatch, and new/old surplus inventory processes with other Help Desk staff.
  • Utilize remote diagnostic tools and troubleshooting skills to resolve technical issues.
  • Extensive use of Information Technology Department’s ticketing system for issue initiation, resolution and follow up.
  • Create and maintain disaster recovery documentation as it applies to CEC technology within the overall IT Department.
  • Development and documentation of technology related B-Line Standard Operating Procedures
  • Information Technology Project Management for designated CEC initiatives.
  • Identification of CEC technology purchasing/contract needs with the IT Purchasing Manager and CTO.
  • Other related duties as assigned.

Education and Experience

  • Successful candidate shall have an earned Bachelor’s Degree in Computer Sciences, Computer Information Systems, or equivalent experience, though a combination of recent and relevant education and experience may be considered for this position.
  • Combination of networking, server, and end user support experience; 6 years or equivalent combination of education and experience

Skills Required

  • Utilize remote diagnostic tools and troubleshooting skills to resolve technical issues.
  • Extensive use of Information Technology Department’s ticketing system for issue initiation, resolution and follow up.
  • Extensive knowledge in problem solving; uses logic to identify alternatives to solve complex and integrated technical problems, anticipates problems and identifies and evaluates potential sources of information and generates alternative to solve problems where precedents do not exist.
  • Must have a thorough and comprehensive understanding of the OSI model, especially as it applies to modern TCP/IP protocols.  Must possess knowledge of modern networking technologies and protocols such as DNS, DHCP, SNMP, VLANS, QOS, OSPF, BGP, IPv4, and IPv6. Must strive to maintain current working knowledge of WVSOM network as it applies to the CEC building.
  • Must have knowledge of IEEE 802.11 wireless protocols including a,b,g,n,ac to support wireless infrastructure in the CEC building.
  • Must have knowledge of network security and technologies such as IEEE 802.1x authentication standards.
  • Knowledge of operating systems (Windows, MacOS), databases, physical and virtual servers
  • Knowledge of VMWare with VSphere and VCenter tools; Microsoft System Center Configuration Manager; Microsoft Bitlocker Administration and Monitoring (MBAM), AirWatch Mobile Device Management.
  • Must have understanding of cameras, microphones, VoIP phones, Cisco Jabber, WebEx, and Skype for Business teleconferencing. Thorough knowledge of printers, scanning, and faxing.
  • Ability to communicate with customers with diverse needs and a variety of end-user skill sets; provide technical or complex information about products and services; assess customer needs and identify products and/or services to meet their needs as it applies to CEC functional requirements; resolves complex or non-routine problems and questions.
  • In-depth knowledge of computer hardware and mobile devices (iPads, Smartphones).
  • Must be able to develop training materials, knowledge base information, and procedures.
  • Excellent verbal and written communication skills; phone etiquette; people and customer service oriented skills; ability to multi-task.
  • A+, Network+, CCNA, Security+, MCSE, VCP certifications preferred.
  • Must be able to work independently as well as part of the IT and CEC teams.

Position

This is a full-time, non-classified position; it is exempt FLSA regulations concerning overtime.  Base salary is $50,000, though commensurate with education and experience, plus a full state benefits package.  Not all activities of this position occur within the confines of an 8:00-4:30 schedule.  The CEC activities and events will require flexibility in the weekly schedule for this position given the needs of the department and the institution. 

This position has been designated as Essential. This means that when WVSOM is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover and continue operations at WVSOM.

Application

Candidates should apply for this position online at http://www.wvsom.edu/employment

Applications will accepted until the position has been filled.  Final candidates are subject to employment and credential verification, reference and background checks.  All applications are confidential.

West Virginia School of Osteopathic Medicine is an equal opportunity employer and is committed to enhancing diversity among its faculty and staff.

 

 

 

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Job No:
Posted: 11/30/2018
Application Due: 1/29/2019
Work Type:
Salary: Commensurate with education and experience; minimum salary $50,000