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Computer Operations Analyst

San Diego, California
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Job ID 4880 Date posted 12/16/2020 Schedule Full-Time Shift Rotating Department IM-Infrastructure; Information Technology

JOB SUMMARY:
The role of the Computer Operations Analyst is to monitor the Network Operations Center (NOC) at Rady Children's Hospital - San Diego. Monitoring of the NOC (or commonly referred to as the data center) consists of remotely and physically checking the operations of servers, the network and the computing environment as a whole. Incumbent must be able to perform the tasks of their job in a 24/7 environment. They must be available to work any shift. In addition to the duties as outlined above the incumbent answers phone calls, emails and voicemails from staff, physicians and the general public. The nature of the inquiries include but are not limited to requests for assistance with issues identified in the operations of the data center as well as with the organization's computers, telephones, applications and systems. The incumbent accurately identifies problems, troubleshoots and offers solutions and workarounds. They accurately communicate expectations regarding next steps and timelines for resolution. Coordinates with other IS areas to resolve problems if necessary. The incumbent will poses the ability to handle large volumes of calls, emails and voicemails by multitasking. They will be able to do so while maintaining a positive and professional voice and demeanor in a hectic, busy and sometimes stressful environment.. The incumbent will be able to complete basic desktop support tasks as they relate to the maintenance of computer hardware and software. Comprehension and retention of large and complex amounts of new information is required. Meeting minimum service level agreements is essential to the success of the incumbent and the team as a whole. Other duties may be assigned as required by business need. The incumbent will spend 90 % of his/her time monitoring data center operations. 10% of their time will be spent answering phone calls and fixing computer hardware and software problems.

MINIMUM QUALIFICATIONS:
High School Diploma, GED, or Equivalent
2 years of experience
CA Driver's License
Proof of Auto Insurance
Strong customer service skills
Ability to make system wide changes using puppet
Knowledge of server, network and data center monitoring tools
Ability to add, modify and remove items from the plasma desktop
Ability to add, modify and remove printers using CUPS via samba, and socket protocol printing
Knowledge of computer hardware, including Desktop PCs, Laptops, Monitors, Printers
Ability to trouble shoot Linux incidents in a timely manner
Experience with desktop operating systems, including Windows 2000, Windows XP, Windows 7 and Office 2003, 2007 and 2010

PREFERRED QUALIFICATIONS:
Associate’s Degree
3 years of experience
Familiarity with Service Desk and Desktop Support processes and procedures is desired as is familiarity with common hardware and software problems such as Microsoft operating systems (XP, Windows 7) and Office 2003, 2007 and 2010
Understanding what are business critical systems and applications directly impacting patient safety and care is highly desired
Experience supporting computers with the Linux operating system in an enterprise environment
In addition to the minimum qualifications 5 years of experience supporting an enterprise level Network Operations Center (NOC) -- preferably for a healthcare organization; a basic understanding of how servers, networks and telephony systems operate is also preferred

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