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For your reference, we have included the original job posting below.
NS, SYSTEMS SUPPORT TECHNICIAN (Part Time)
Job Number:
34244458
Company Name:
Partners HealthCare System
Job Location:
Salem, MA US
Job Category:
Healthcare & Medical
NS, SYSTEMS SUPPORT TECHNICIAN (Part Time)
Description: General Overview
The System Support Technician reports to the Team Leader Support & Operations. Responsibilities include design, setup, and maintaining of servers to meet the users needs. Must understand report distribution systems software and NSMC report structure. Monitoring and backing up a variety of systems. Monitor interfaces between systems and report issues. Monitor and operate all equipment and environmental controls in the Data Center. Functions as Helpdesk phone and technical support to provide first and second level of troubleshooting of problems. Supports all servers located in the Data Center. Proposes, maintains and enforces server policies, standards practices and security procedures.
This is a part-time 20 hour position, and the individual in this role must be available to work every other weekend. S/he will be expected to work 40 hours each week for the first 6 to 9 months, while going through the initial training period. Training would need to be done on all shifts, including 2nd and 3rd, weekends and weekdays. The hours will be rotating shifts, and s/he will participate in a 24x7 on-call environment, which will include holiday coverage. S/he will be required to move to the 2nd and 3rd shifts in order to cover sick and vacation time (PTO), and projects that require off-shift times.
The hours at a minimum would be Monday and Tuesday evening 2:45 pm to 11:15 pm and weekends 6:45 am to 3:15 pm as required. There are additional hours available.
Responsibilities
Designs and controls input and output to the report retrieval and distribution systems.
Assigns SFA rights in emergency basis.
Citrix monitoring
Patching of desktops and servers
Understands OUs, and can create GPPs and GPOs.
Work with Active directory.
Monitors multiple systems and interfaces running at the North Shore Medical Center to ensure 24-hour availability to users.
Backups various ancillary and network systems and servers than rotates tape to offsite storage.
Maintains downtime logs.
Answer and record online calls/Emails coming into the Helpdesk/Datacenter in the Help Desk software system. Perform tasks as assigned via Help Desk support system. Daily/weekly updating of Helpdesk software case journals.
Perform first and second level troubleshooting of data center equipment and systems. Assist users with hardware, software, and access problems. Works with vendors as necessary. Utilizes documentation to help resolve issues.
Customer follow-up relative to open cases. Research outstanding issues and document resolutions.
Triage calls to appropriate group if call cannot be resolved. Work with groups external to the help desk/data center server support team to ensure a timely and effective hand-off of triaged calls. Act as the escalation point person when necessary. Prioritize and escalate problems within guidelines.
Update and utilize stored information and documentation to help resolve all issues. Adjust Daily Tasks schedules as needed. Writes operational procedures and schedules.
Assisting in the training of new personnel. Cross-Training with/of Team members as appropriate.
Participate on projects including but not limited to Help Desk/Datacenter /Server improvements, customer communication, peer-to-peer communications and deployment of new technology.
Provide shift turnover report to next shift.
Responsible for covering some shifts alone without supervision. Rotating on all shifts, all days and holidays as necessary. On Call rotation required.
Perform other duties as assigned by the Team lead or management group.
Skills/Abilities/Competencies
Excellent communication skills. Strong telephone skills. Interpersonal skills to effectively communicate with end users, support personnel, and vendors.
