Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:

Non-Exempt

Schedule Details:

Monday through Friday, Weekends - Every Other Weekend

Scheduled Hours:

11:00 - 21:30

Shift:

2 - Evening Shift, 10 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 5980 IS Enterprise Solution Architecture

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

*** Please note this is a mid-shift position 11:00 am – 9:30 pm on a rotation ***

Rotates every two weeks and will work a full weekend every other week.

Week 1 – Mon, Tue, Fri, Sat

Week 2 – Sun, Tue, Wed, Thu

Major Responsibilities:

• Fields inbound trouble tickets from clients and uses remote monitoring and diagnosis tools to identify, troubleshoot and resolve server/network issues.
• Proactively monitors server/network environment using management tools (ex. AKIPS/Nagios/vROPS/Cisco Prime/Meraki).
• Responds to alerts and alarms for backup, disk space, services, memory, CPU utilization according to standard operating procedures.
• Analyzes/triages server hardware, operating system, and network connectivity issues. Communicates these concerns clearly within IS, and with clients.
• Coordinates Server/Network repairs and assists vendors/analysts with testing of repairs.
• Occasionally performs replacement of server/network hardware, TCP/IP, routing, and network security.
• Provides capacity and performance metrics reporting daily.
• Provides application availability reporting metrics daily and escalates issues to appropriate teams.
• Provides key performance indicator metrics daily to assist Infrastructure in maintaining and reaching their goals.
• Performs security management reporting checks daily on Server, Desktop and Network environment and escalates issues as needed.
• Provides support for major incident management in a 24/7/365 capacity.
• Monitors Telemedicine cart status for the UMass healthcare environment.
• Supports change control management process through meeting participation and approvals.
• Maintains and updates daily logs, turnover, and equipment malfunctions reports. Reports all unusual situations to management.
• Documents clearly and concisely all activities in ticketing system (ServiceNow).

Position Qualifications:

License/Certification/Education:

Required:

• Associate’s degree.

Preferred:

• Bachelor’s degree.
• Related certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified Professional (MCP), Cisco (CCNA/CCNP).

Experience/Skills:

Required:

• Root Cause Analysis (RCA) and problem resolution skills.
• Ability to self-manage and have excellent interpersonal skills.  
• Excellent customer communication skills, be organized and efficient and have excellent verbal and written communication skills.
• Basic knowledge of Layer 1 optical transport networks and equipment and expertise.  
• Basic knowledge of network hardware, TCP/IP, routing, network security and telecommunication circuits. 
• Ability to diagnose server or network alerts, events, or issues.
• This position requires regular and recurring shift work. Must be willing and available to work rotating shifts. 

Preferred:

• Minimum of one to three years of experience in a technical capacity. 

Situation Management On-Call Responsibility. 1 week of on-call every 9 weeks.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national o