Provide Level I & II technical support to clinical and line of business end users.
Execute daily operations and maintenance for multiple mainframe and distributed systems.
Monitors enterprise-wide server, network, and application status using various consoles and tools.
Utilizes Service Management Software to ensure end user and/or infrastructure generated incidents are logged, dispatched, escalated, and resolved efficiently to minimize user and system downtime. Maintains accurate service request records for reporting.
Assists with system backups, scheduled system/server reboots, and provides other operational support as needed.
Monitors environmental conditions in the primary datacenter and secondary server/telecommunication equipment locations.
Assists with computer hardware and software installations as needed.
Escalates problems and reports anomalies to senior staff in a timely and efficient manner.
Maintains service levels consistent with defined Service Level Agreements.
Performs preventive maintenance on equipment on a scheduled basis.
Assists Application/Technical analysts with project related software deployments and updates.