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At Houston Methodist, the Network Operation Center (NOC) Analyst position is responsible for monitoring and surveillance of the health of the Houston Methodist Data Centers, Network, Servers and Storage environment while proactively identifying, communicating and resolving operational IT issues. This position is a member of a 24x7x365 staff that is a first responder to IT infrastructure. This position supports Houston Methodist IT Infrastructure after-hours team by monitoring and reporting on the performance and health of the network, server, and data center facility resources utilizing software and hardware tools to identify the factors affecting IT infrastructure performance and communicating issues to senior team members and management.

PEOPLE ESSENTIAL FUNCTIONS

• Monitors and verifies IT systems functionality is within normal specifications.

• Succinctly captures and communicates to senior NOC staff the symptoms of any technical issue.

• Assists in opening and managing command centers for IT system related issues and events.

• Assists in documenting system changes that are agreed upon during unexpected IT events

SERVICE ESSENTIAL FUNCTIONS

• Provides unparalleled support by actively monitoring and evaluating the needs of our IT systems.

• Partners with service desk to validate normal operational trends are within expected metrics.

• Creates trouble tickets while simultaneously surveying the environment for alarms.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Monitors the performance health and trends of the Houston Methodist IT Infrastructure.

• Performs initial research, triage diagnostics, and trouble-shooting of IT Infrastructure Issues.

• Ensures data integrity by validating backup system completion, and disaster recovery execution of tier 2 systems.

• Performs physical facility inspection of the Data Center to include Mechanical corridors, generators, fuel tank, water loops and chillers, networking, server equipment, and electrical redundancy to validate our alarms and monitoring is functional.

FINANCE ESSENTIAL FUNCTIONS

• Takes care of resources provided to ensure equipment is maintained to the degree it can be through normal use while maintain the inventory of data center required resources (media, cables, accessories).

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Makes suggestions for improvement to processes or procedures to Department Leadership.

• Embraces changes brought about to streamline processes.

• Proactively manages own professional development and completes individual development plan.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• Two years experience in a Network Operations Center or technical support call center, or two years experience in a non-technical call center and experience with Desktop Support, Network Support, and Server administration experience using Microsoft Server technologies

• Experience using a standard technical ticketing system; such as Remedy, BMC, Service Now, Heat etc.

LICENSES AND CERTIFICATIONS - REQUIRED

• CompTIA A+ Certification within 6 months OR

• CompTIA Network+ Certification within 6 months OR

• MCP - Microsoft Certified Professional (Microsoft) within 6 months OR

• CCENT - Cisco Certified Entry Network Tech (CISCO) within 6 months OR

• CCA - Citrix Certified Administrator (CITRIX) within 6 months OR

• VCP - VMWare Certified Professional (VMWARE) within 6 months OR

• CCNA - Certified Cisco Network Associate (CISCO)

• Other IT Server or Network Certification within 6 months

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Ability to support a highly virtualized infrastructure

• Ability to support a large Citrix Xenapp/Xendesktop environment

• Basic knowledge of Windows Server Operating Systems, NTFS permissions and Performance monitoring

• Basic knowledge of Active Directory and Windows Networking (DNS, DHCP).

• Knowledge in monitoring systems using an enterprise configuration management tool

• Have an understanding of network topology and recognize the scope of impact to user community.

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No

• Scrubs No

• Business professional Yes

• Other (department approved) Yes

ON-CALL*

*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call*

TRAVEL

Travel specifications may vary by department

• May require travel within the Houston Metropolitan area Yes

• May require travel outside Houston Metropolitan area No

Company Profile:

Houston Methodist is one of the nation’s leading health systems and academic medical centers. Houston Methodist consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston area. Houston Methodist also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.

Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.

Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.