Associate Technical Support Analyst

WVU Medicine; Wheeling (WV); On-site; USD 45,000 - 65,000; Full time

Job summary

WVU Medicine in Wheeling, West Virginia is seeking a Network Support Technician responsible for providing first-level support for network services and infrastructure. The ideal candidate should possess a Bachelor’s degree in a related field or equivalent experience, familiarity with CompTIA certifications, and capabilities in troubleshooting servers and networking issues. The role demands teamwork, communication, and the ability to manage projects, ensuring strong support across multiple teams and services.

Qualifications

• Bachelor’s degree in information technology or related field OR High School Diploma AND two years of experience.
• CompTIA certifications preferred.
• Experience with end-users and proper change management.

Responsibilities

• Provide first-level support for network services at WVUHS.
• Assist with troubleshooting servers and Windows operating systems.
• Mentor and train other employees.

Skills

Network Support

Application Support

Technical Administration

Security Support

Inventory Control

Education

Bachelor’s degree in information technology or related field

High School Diploma or equivalent

Tools

Workday

ServiceNow

Job description

Job Summary

Responsible for first‑level support for network services and infrastructure at WVUHS facilities, including telecommunications, networking, security, servers, databases, PC and application support. Acts as Tier 1 service provider and onsite representation for coordinated support with Tier 2 and Tier 3 analysts/engineers in the Enterprise Information Systems team.

Minimum Qualifications

• Bachelor’s degree in information technology, computer science or related field OR High School Diploma or equivalent AND two (2) years of experience in networking and server platform.
• Internal employees must meet all mandatory competencies in current position.

Preferred Qualifications

• CompTIA Network+
• CompTIA Security+
• CompTIA Server+
• Experience working with end‑users and across multiple teams, including proper change management and ticketing software.

Network Support

• Under guidance from Senior Network Engineer, analyst supports data networking equipment.
• Responsible for installing and racking basic network and security appliances.
• Runs data cabling and terminates cable ends.
• Monitors all UPS and backup power.

Server Architecture and Operating System Support

• Assists Senior and Junior Network Analysts in troubleshooting basic servers and Windows operating systems.
• Provides legacy server support.
• Assists with system consolidation projects involving user files, internet, and unmanaged devices.

Application Support

• Works with customers to identify and report application issues.
• Works with senior analysts to resolve application and user‑access problems.

Infrastructure Management

• Follows all data cabling and labeling procedures within the health system.
• Updates rack layout and elevation documents as changes occur.
• Installs, manages, and updates network services infrastructure devices, including power PDUs, KVMs, security door locks, cameras, servers and databases.

Team Building

• Mentors, trains and develops other employees.
• Participates in training and professional development sessions and departmental teams.
• Travels independently to remote sites and communicates back to the team while working off‑site.
• Exhibits objectivity and openness to the views of others, including patients/families and customers.
• Offers assistance and support to co‑workers, contributing to a positive team spirit and cohesiveness.
• Balances team and individual responsibilities, works proactively and cooperatively in group problem‑solving situations, resolves conflicts and encourages innovative approaches.
• Engages peers and employees in improving the quality of work.

Technical Administration

• Uses office productivity software to create and update team documents and to document network/security issues for management.
• Populates and maintains network information databases.
• Monitors network problems using the problem‑tracking system.
• Stays aware of recent developments in network technology.

Security Support

• Educates customers on security issues and protection of data on the network.
• Works with Senior IRT Team to mitigate threats as needed onsite.
• Assists with mobile device setup under leadership of Senior IRT Team member.

Telecommunications Support

• Learn procedures and assist Senior Telecommunications analyst with maintenance and troubleshooting.
• Maintains telecom backups and UPS power supplies under guidance of Senior Analyst.

Project Management

• Reviews, identifies and documents issues, barriers, or risks and brings them to management’s attention.
• Provides project/task coordination services to customers.
• Participates in joint application and/or technical development sessions.
• Applies status, schedule variances and outstanding issues, manages workload, balances quality and deadlines.
• Completes proper documentation of work tasks per policy.
• Assists in controlling project costs and communicates expenses.
• Suggests ways to better accomplish assigned tasks.
• Ensures successful project delivery and conduct post‑implementation review.
• Implements changes while adhering to change‑control policy for the project.
• Communicates risk factors to all parties.

Video Conferencing

• Tests, troubleshoots and resolves customer and executive issues independently.
• Develops and utilizes tools to monitor audio and video quality across the network in real time.
• Provides training to Service Desk and other IT administrators on video‑conferencing equipment administration.

On‑Call Responsibilities

• Accepts on‑call duties and responds by phone or on‑site as defined by department policy.

Policy Adherence

• Follows established WVUHS policies and the entity where the IT team member is employed.

Vulnerability Testing and Risk Mitigation

• Participates in periodic vulnerability testing of networks.
• Identifies and confirms vulnerabilities and reports findings.
• Assesses risk, threat level, and business impact of events.

Application Delivery

• Works with customers to identify and resolve issues with application delivery and user access.
• Assists with managing user access to delivered applications.

Inventory Control

• Manages efficient acquisition systems for IT items.
• Maintains accurate perpetual inventory counts and locator systems.
• Develops and maintains reorder management systems, including par levels and min/max parameters, to ensure high service levels while minimizing inventory.
• Provides data to measure progress towards cost‑reduction targets and inventory goals.
• Analyzes reports (e.g., ABC analysis, usage history) to improve inventory efficiency.
• Conducts year‑end physical inventory and periodic counts.
• Provides inventory‑management expertise across IT.
• Ensures daily operational needs for supplies and equipment are met.
• Determines daily order requirements via Workday recommendations, physical counts, and receiving inventory.
• Has signature authority for shipping and receiving orders.
• Maintains proficiency in using enterprise applications (Workday, ServiceNow).
• Handles necessary accounting knowledge and coordination for financial matters.
• Generates reports through enterprise applications or electronic spreadsheets.

Physical Requirements

• Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping.

Working Environment

• Standard office environment.
• Requires travel to WVUHS facilities or affiliated sites for implementations, training, or support.
• Ability to work well under high‑stress conditions.

Skills and Abilities

• Handle and maintain confidential information.
• Work on networks, security appliances, servers, and PCs.
• Lift at least 50 pounds.
• Work independently or cooperatively as a team member.
• Adapt to various workloads and assignments.
• Facilitate meetings with multi‑disciplinary groups.
• Read and comprehend complex information.
• Knowledge of healthcare work environment, information systems, and EHR applications.
• Knowledge of change management processes and ITIL.
• Generalist knowledge of IT infrastructure, including servers, networks, security, applications, and PCs.
• Mid‑level knowledge of configuring and troubleshooting PCs on Windows 7 and Windows 10.

Additional Information

• Scheduled Weekly Hours: 40
• Exempt/Non‑Exempt: Exempt
• Shift: United States of America
• Company: SYSTEM West Virginia University Health System
• Cost Center: 584 SYSTEM IT Technical Services
• Address: 1 Medical Park Drive, Wheeling, West Virginia

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.