JOB SUMMARY:

The Computer Operations Analyst (COA) is a key member of the server/storage team and is responsible for three functions: Network Operations Center (NOC) functions, Data Center operations, and after-hours Service Desk support.

The COA role is a great fit for someone who is willing to work as part of a team that covers 24x7 operations and who wants to see their hard work and efforts make a difference! With the support and encouragement of leadership, the COA is empowered to stream line processes, and build automation to make things better for them, their co-workers, and the larger organization. The COA is charged with monitoring, and maintaining the heartbeat of our Information Technology systems that are key to taking care of the kids.

KEY NOC, DATA CENTER, AND SERVICE DESK RESPONSIBILITIES

COAs remotely and physically check servers, networks, and computing environments as a whole within the main data center and the Co-Location (COLO) data center. Responsibilities include monitoring system alerts and alarms, escalating to appropriate technical contacts, and managing response communications, including and up to Priority 1 (P1) incident responses. The COA is also responsible for physical data center operations including cabling, racking servers and switches, monitoring cooling, and power systems.

In addition to NOC operations, the COA provides Service Desk assistance after-hours, responding to requests and inquiries for computers, telephones, applications, and systems support. The COA strives to resolve the customer need on first contact by accurately identifying problems, offering solutions and workarounds and accurately communicating next steps and timelines for resolution. As such, the COA is able to complete basic desktop support tasks for computer hardware and software maintenance. Comprehension and retention of large and complex amounts of new information and meeting minimum service level agreements is essential to the success of the incumbent.

Other duties may be assigned as required by business need. The incumbent will spend 90 % of their time monitoring data center operations, and 10% of their time will be spent answering phone calls and fixing computer hardware and software problems.

Operating in a 24/7 hospital environment, the role of COA is fully onsite and may work evening and night shifts. Shifts are a desirable 4/10 schedule, with competitive shift differentials for evening and night hours.

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

The expected hiring range for this position is $30.96 to $42.57

Rady Children’s Hospital is committed to compensation that is externally competitive and internally equitable. We demonstrate this commitment by conducting regular market reviews to remain competitive with organizations of similar size in the nonprofit, healthcare sector. The range listed above does not represent the full salary range for the position but is the expected hiring range for qualified candidates. Compensation decisions consider a variety of factors including experience, education, licensure, unique skillsets, organizational need, and internal equity. This posting will remain open from the “date posted” until the hiring manager has determined there is a sufficient applicant pool or until the position is filled.

EOE including disability/vet