IT Field Service Analyst

Schedule
Monday- Friday 7:00am-3:30pm
On call rotation once per month

General Summary

Performs moderately complex customer support activities for equipment and systems products such as wiring cabling power fire suppression environmental controls and monitoring. Provides administrative and technical support in the monitoring and maintenance of the facilities management and infrastructure support of multiple data centers and critical infrastructure environments within System owned/leased buildings. Operates and monitors a large array of power and cooling systems at multiple data centers in accordance with established procedures. Working directly with IT Operations Network Services Service Desk Office of Production Quality Technology Services Facilities and Property Management departments and vendor partners to resolve specific issues and maintain high system availability and reliability.

Duties and Responsibilities

Essential Functions:

• Detects analyzes documents and resolves service availability problems related to data center power fire suppression and environmental systems hardware. Uses resources such as technical documentation system knowledge troubleshooting skills and other support teams to resolve issues. Notifies IT Field Service Coordinator of unusual situations and when appropriate.
• Reviews equipment logs for errors and determines corrective action while assisting in recovery. Uses a core set of technical skills to sustain the daily operations of multiple data centers and critical infrastructure environments to support the patient care systems and their partners.
• Monitors equipment status to ensure high quality and reliability principally focused on power and cooling systems. Interfaces with systems by using commands utilities interface panels and documentation.
• Participates in IT Facilities assessments preventive maintenance and other management control programs.
• Supports in the maintenance of IT Facilities equipment outage and history logs procedural documentation updates to building maps and drawings and equipment manual libraries.
• Follows Standard Operating Procedures and MOPs during scheduled and unscheduled service downtime events. Recommends improvements on service downtime issues to reduce and prevent reoccurrence.
• Participates in data center and network closet related projects and technology initiatives.
• Participates in the receipt processing and data entry of maintenance/repair requests (work orders) through the automated work order system.
• Recommends improvements and prepares written documentation as required by the profession and the department.
• Maintains and establishes data center facilities and critical infrastructure support systems and processes.

Common Expectations:

• Maintains established policies and procedures objectives quality assessments and safety standards.
• Enhances professional growth and development through participation in educational programs current literature in-service meetings and workshops.
• Provides outstanding service to all customers fosters teamwork and practices fiscal responsibility through improvement and innovation.

Qualifications

Minimum Education:

• High School Diploma or GED Required
• Associates Degree Preferred

Work Experience:

• 2 years Experience in Facilities Maintenance and Information Technology. Required

Knowledge Skills and Abilities:

• Advanced technical communications and troubleshooting skills customer service skills and team leadership skills.
• Some knowledge of space utilization practices and physical inventory procedure.
• Working knowledge of facilities and maintenance and operations.
• Ability to read blueprints and other schematics.