Technical Operations Center Technician

The Technical Operations Center (TOC) Technician is principally responsible for the 24x7 monitoring of the Clinic's data centers, network, and computing environments and network infrastructure. TOC Technicians will have the opportunity to work across a multitude of technology teams, gaining exposure to supporting a wide array of technologies. This role supports the organization's critical infrastructure by monitoring systems and taking proactive intervention to engage with adjacent IT Teams to support them. The ideal candidate will have a background in Information Technology or infrastructure roles with a broad skillset and demonstrates a passion to grow their skills and career. Candidates must have a fundamental understanding of the core tenants of Information Technology and strong critical thinking skills to assist in delivery of innovative solutions that solve complex problems in support of Springfield Clinic's technology strategy. The TOC Technician has an every-day opportunity to positively impact patient healthcare and experience by using technology, collaborating, and providing excellent customer service.

Job Relationships

• Reports to the Manager of Systems & Enterprise Engineering
• Works with the Technology & Transformation Infrastructure segment to take advantage of opportunities to implement observability and monitoring to enhance organizational response and operational efficiency.
• Works with other Technology & Transformation segments to meet the organizational needs for observability and construction of bespoke, team-specific dashboards.
• Partners closely with the Clinic's Facilities teams and vendors for all electrical and cooling needs in data centers and MDF/IDFs

Principal Responsibilities

• Work collaboratively across the IT organization to configure, monitor, report, and escalate alerts generated from the Clinic's observability toolset.
• Act as the focal point between the customer and IT Engineering for technology troubleshooting by providing system administration and operational support.
• Conduct thorough site surveys to plan and execute the installation of Ethernet and Fiber Cabling, including pulling, terminating, and testing of all network cables and network access points.
• Provide ongoing maintenance, troubleshooting, and support for the cabling infrastructure and networking equipment, performing repairs or replacements as needed to ensure optimal network performance.
• Maintain detailed records of all installations, configurations, and maintenance activities.
• Create and update diagrams of cable routes and generate floorplans with MDF/IDF and port relationships
• Perform onsite racking, stacking, teardown, hardware replacement, and cable management operations in data centers, MDFs, and IDFs spread across 90 locations.
• Perform onsite maintenance and support of Uninterruptable Power Supply (UPS) systems and Power Distribution Units (PDUs) in data centers and remote locations.
• Support, configure, and document the monitoring and alerting for all IP Management Interfaces for networking and infrastructure equipment.
• Support, own, and maintain all aspects of the data center inventory
• Contribute to and maintain a body of standards for all TOC support operations, observability, and escalation procedures.
• Develop and Maintain documentation and diagraming of data center layouts, racks, MDF/IDF closets, and cable maps.
• Provide assistance with data center life cycle management, maintenance, & operational support initiatives.
• Produce daily environment health reporting and shift hand-over communications on the status of the environment.
• Coordinate and communicate with vendors for support, on-site maintenance, and repairs.
• Travel to the clinic's remote sites & locations for maintenance and support duties.
• Potential to work overnight shifts as scheduled or required.
• Work after hours on-call rotation for required periods.
• Additional responsibilities as required to support the dynamic and fluent needs of the Technology and Transformation department
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

Education/Experience

• Associate's degree in information technology or related field nice to have.
• Previous experience in customer service focused positions such as Help Desk and Field Technicians preferred.
• At least 3 years of hands-on Information Technology experience is required.

Knowledge, Skills and Abilities

• Possesses excellent customer service skills.
• Possesses strong listening, verbal, and written communication skills
• Has a passion and desire to develop and improve technology processes.
• Extensive knowledge of assessing, planning, installing, and terminating network infrastructure, including; Ethernet, Fiber Optics, two and four-post racks, patch paneling, cabling, and networking equipment.
• Demonstrates strong understanding of logical troubleshooting methodologies and technology troubleshooting as well as critical thinking.
• Possesses strong desktop and application troubleshooting and support skills.
• Possesses fundamental understanding of IP Networking and how devices communicate on a network.
• Has an intermediate to strong understanding of monitoring protocols including WMI and SNMP. Experience with monitoring and alerting platforms is preferred.
• Possesses intermediate to strong knowledge of Microsoft Windows and Windows Server Operating Systems
• Possesses foundational knowledge of virtualization, infrastructure, and networking functions such as, DNS, DHCP, File Shares, and Printer Management protocols.
• Detail-oriented, autonomous, and eager to learn and lead alongside the rapid pace of an evolving organization.

Working Environment

• Professional office environment.
• Ability to lift, move, or carry equipment or supplies of varying sizes and shapes, weighing up to 45 lbs.
• Able to perform all essential job functions, including walking, standing, bending, stooping, climbing, lifting and manual dexterity, with or without reasonable accommodation.
• Ladder / construction safety etc.
• OSHA

PHI/Privacy Level

• HIPAA2