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Sinai Health System TECHNICAL SUPPORT ANALYST in Chicago, Illinois

General Summary/basic PURPOSE OF JOB:

• Documents and catalogues the LAN/Network inventory for both hardware and software.

• Administer network, resolving network traffic situations, and monitoring network performance.

• Installs, configures and maintains network servers, devices and VPN’s.

• Good knowledge of general networking concepts and IP Protocols.

• Develops and maintains documentation and adheres to change management procedures and other networking processes and standards.

• Provide technical support to Symantec 2FA, Citrix and Active Directory.

• Works on security and other risk prevention and Endpoint Security management.

• Experience with industry-standard vulnerability management tools.

• Good understanding of the vulnerability identification, analysis, and scoring standard Common Vulnerability Scoring System (CVSS), as well as (CVE).

• Demonstrated knowledge of information security programs and operations, data security practices and procedures.

• Analyzes and implements most effective method of correcting problems. Documents problems and resolutions as necessary.

• Work with other departments to fulfill technical needs.

• Experience in SysAid ticketing system to supported in house and remote users.

• Monitor, escalate and respond to security events.

Essential Functions and duties:

  • UPDATES AND DOCUMENTS EXTERNAL CLIENT ISSUES.

  • PERFORMS ANALYSIS AND DETERMINES CLIENT PROBLEMS, AND DOCUMENTS THESE ISSUES.

  • PROVIDES SOLUTIONS FOR NETWORK AND SYSTEM RELATED ISSUES, AND PROVIDES DETAILED DOCUMENTATION ALONG WITH IT.

  • PERFORMS CAUSE ANALYSIS REGARDING CLIENT ISSUES, AS THEY RELATE TO THE FOLLOWING ENVIRONMENTS: DESKTOP, CITRIX, AND PORTAL CONNECTIONS.

  • ASSISTS CLIENTS BY PERFORMING ANALYSIS OF VARIOUS ISSUES RELATING TO LANS’S, WAN’S, DESKTOP COMPUTERS, INTERNET CONNECTIVITY, AND THE INSTALLATION OF HARDWARE AND SOFTWARE.

  • ASSISTS CUSTOMERS FOR THE PURPOSE OF IMPROVING PROCESSES RELATED TO SYSTEM ISSUES.

  • MAINTAINS ERROR LOGS IN COORDINATION WITH IT DEPARTMENTS, AND THEN MAINTAINS RESOLUTION REPORTS, AS WELL.

  • OFFERS RECOMMENDATIONS, BASED ON VARIOUS METRICS, ON HOW TO IMPROVE THE SUPPORT PROCESS IN ITS ENTIRETY.

MINIMUM Education:

  • BS degree in Computer Science, Engineering or related field.

MINIMUM WORK EXPERIENCE:

  • Minimum 3 years experience in a technical support position.

KNOWLEDGE & SKILLS:

  • Ability to analyze issues related to software’s and compatibility issues.

  • Windows 10 knowledge.

  • Excellent communication skills.

REQUIRED LICENSES, Certificates, Registrations:

  • Certificates: Network Administration (Preferred).
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