Career Services

By John Stabinger

Posted on 2 April 2020 | 2:40 pm

Alumni / Benefits & Services / Alumni Career Services

Alumni Career Services

Job Seeker Employer

SAVE

Network Infrastructure Analyst (Infrastructure Analyst)

Oregon Health and Science University

Details

Posted:

July 1, 2022

Location:

Portland, Oregon

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Salary:

Open

Type:

Full-time

Department Overview

The Network Engineering, Design and Operations teams provide for analysis, implementation, design, maintenance, security, and optimization of OHSU local and wide area (LAN/WAN) wired and wireless networks, data center networks, and associated infrastructure. As detailed below, the individual positions within this work unit will be required to collaborate and assist staff in other technology work units as well as customers. The principle duty of the Network Infrastructure Support Analyst (NSA) is to resolve as many network support requests and trouble tickets possible. The majority of these will be tickets in a queue with occasional off-line or in-person requests. Many of these jobs are proactive builds and replacements. The goal is to resolve the majority, even if it means travel to reset or replace a device at a customer location. This position is part of a larger team, and can leverage or hand off to Sr. Engineers as appropriate, and can also get help from other team members when not possible to visit affected sites within a reasonable timeframe. When not directly supporting customers, the NISA will improve documentation & operational practices related to network support, and will participate in life-cycle efforts and technical analysis of network infrastructure including but not limited to the following elements: wired, wireless, switches, routers, security, MPLS, virtualization, Internet, WAN, datacenter, Power sub systems, VOIP, and relevant operational practices. This is a multi-tasking, broadly based, position that requires a unique combination of analytic, project management, and customer service skills to provide ITG systems support across all OHSU healthcare, academic and research missions. Incumbents are proficient in troubleshooting and root cause analysis using the scientific method of refining a problem statement, and queuing up a series of increasingly specific tests to isolate the problem. Necessarily, this requires specialized knowledge for the equipment and services for which the analyst is directly responsible. In addition, expert broad based knowledge is used to troubleshoot integrated applications suites, services running across hybrid network architectures, virtualized servers or desktops, load balanced web farms, firewalled VPNS, etc. This position works closely with System Analyst Engineers, other Infrastructure Analysts, Field Technical Analysts, and customers. The Network Support Analyst provides advanced technical expertise and leadership, models service excellence and conduct, and develops cross-team communications to facilitate core competencies and best practices. The Network Technology Analyst also provides liaison with other ITG teams to communicate and assess operational issues, and test, integrate and help implement value added changes while mitigating negative issues in the network or field environment for the customer and ITG. Much of the work is physical in nature and typically requires 50% or more of time at on-site at OHSU locations. On-line work can be done remotely.

Function/Duties of Position

Direct customer support

Works directly with customers to understand and resolve network related service issues as effectively as possible. This requires network subject matter knowledge and advanced troubleshooting skills, including the scientific method and root cause analysis. This also requires familiarity with network protocols and common troubleshooting tools and strategies.
Builds rapport with customers to ensure problems are accurately identified and ultimately resolved.
Documentation, Analysis, and Workflow: uses standard IT back office systems such as Atlassian, Microsoft, and various network related tools & specialty applications unique to network services.
Builds rapport with additional IT team members. The NSA can leverage information from subject matter experts for complex issues, work in tandem, or even hand-off as appropriate.

Systems Analysis

Conducts analysis of deployed ITG core services including all manner of network infrastructure, proper operation of related services, security systems, virtualized environments, wireless, and wired Networks with the goal of reducing or eliminating service problems, current or otherwise.
Monitors performance and proactively looks for system degradation or problem trends; provides feedback, problem assessment, and resolves the issues or proposes solutions to customers, and ITG support teams
Provides analysis and testing of new hardware and software for integrity and usability
Develops and/or participates in testing to assess the effectiveness and utility of temporary and permanent solutions for problems discovered in the field
Analyzes special project technology requirements and recommends optimal hardware/software solutions
Provides recommendations and assistance to other ITG staff in assessing and improving the tools, processes and procedures currently in use or proposed for future use.
Develops and maintains expertise with current technologies and examine details of proposed future technologies to ensure effective and efficient deployment in research, and classroom environments.
Participates in testing to assess the effectiveness and utility of proposed changes in tools, processes and procedures.
Works with managers, technicians and customers to identify areas of concern and work to create efficient processes and procedures to ensure timely completion of projects, quality of support and resolution of problems; works collaboratively with other technical staff and management to identify trends and communicate issues that impact ITG personnel (root cause analysis).

Network Systems Administration

Manage full lifecycle of network infrastructure equipment and services which includes planning, inventory management, configuration, communications, deployment, and ongoing support.
Monitor network infrastructure, proactively addressing potential issues before they become service impacting, and reducing the impact when customers are affected.
Mentor Field Technology Analysts and other ITG personnel when network related troubleshooting and service delivery is involved with their workflow.
Use standard templates and models to deploy and configure ITG services. This includes all phases of operational work as well as all aspects of project work except service design which would require the input from a System Analyst Engineer.

Project Management

Coordinates with IT staff, OHSU facilities, space planning, outside vendors to provide project coordination, scheduling and resource management for internal and external network related IT projects
Participates in project kick-off, implementation, support and milestone meetings for those projects that require ITG resources for implementation and support; reports issues and concerns to manager as appropriate.
Acts as the advocate for both ITG and the user community to present and/or assess project-related technical solutions and tools for implementation of new solutions.
Assesses daily priorities and coordinates projects, problem tickets and other work with various support staff; monitor and report progress to management.

Required Qualifications

Education: Two or more years of paid work experience as a Field Technology Analyst or Systems Analyst position. Must have six years of cumulative paid working experience in the information technology field; OR Equivalent combination of education and experience where:

One year of experience will be substituted for an Associate's degree
Two years of experience will be substituted for a Bachelor's degree

Experience:

Experience with TCP/IP, and other networking protocols, networking concepts and implementations.
Understanding of Microsoft Networks at the operating system level, file/directory security, and user account level
Experience using online meeting tools such as Webex and Zoom.
Proven Help Desk experience and customer relations skills
Three years of field experience which includes resolving field hardware and software problems, installing Microsoft Windows and Macintosh operating systems and which included two years of networking experience on a large scale network
Experience using project management methodology to manage projects

Job Related Knowledge, Skills and Abilities (Competencies):

Project and/or team leadership
Advanced, broad-based "technical generalist" skills
Superior and proven technology analytic skills that demonstrate accepted systems analysis processes
Ability to rapidly adjust to changing priorities and make quick and good decisions with limited information
Demonstrated knowledge of and ability to script and/or program solutions for repetitive systems administration tasks.
Proven experience with IT technologies, principles, and best practices
Ability and willingness to stay current on technologies and trends relating to OHSU field technologies
Proven knowledge of local area networks running on Ethernet topology, troubleshooting experience.
Expertise with Microsoft Office Suite
High level knowledge of IT security tools, practices and principles
Proven ability and expertise deploying and troubleshooting desktops/laptops, wireless devices, phones, mobile devices, components, peripherals and other IP based field technologies
Excellent analytical and troubleshooting skills
Proven ability to multitask
Superior oral, written, verbal and aural communication skills
Ability to build relationships, respect and trust with customers and co-workers
Ability to track and analyze data

Registrations, Certifications and/or Licenses: Within six months ability to gain the following:

Cisco Certified Network Associate (CCNA)
Cisco Certified Network Associate Security (CCNA)

Additional Details

Please note: Effective Oct. 18, 2021, all OHSU employees are required to be fully vaccinated against COVID-19 unless they have an approved medical or religious exception. If you are hired by OHSU after Oct. 18, you will need to be fully vaccinated (or obtain an approved exception) prior to starting work, and need to provide proof of vaccination (or approved exception) within 10 days of starting work.

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu. As an organization devoted to the health and well-being of people in Oregon and beyond, OHSU requires its employees to be fully vaccinated against COVID-19.

Internal Number: 18392

About Oregon Health and Science University

As the state's only health and research university, OHSU brings together patient care, research, education of the next generation of health care providers and scientists and community service to improve the health and well-being of all Oregonians.The university is a conduit for learning for more than 2,800 students, providing training to interns, residents and fellows in postgraduate medical and research. It is the only place in Oregon that grants doctoral degrees in medicine, dentistry and nursing. OHSU cares for more than 251,000 patients each year from around the region and takes a leadership role in contributing to solutions involving the health of the state and the nation, such as health care access and transparency, ethics and workforce shortage. Beyond providing critical health care services, quality education and cutting-edge research, OHSU also is a key economic and social force in the Northwest. With an annual operating budget of $2.06 billion and more than 14,000 employees, OHSU is Portland?s largest employer. Its size contributes to its ability to provide... many services and community support activities not found anywhere else in Oregon. For more information visit http://www.ohsu.edu/xd/about/index.cfm

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