Senior IT Support Specialist (PT3) - HSC Information Technology Services 16775
The West Virginia University Health Sciences Center Information Technology Services is seeking applications for a Senior IT Support Specialist (Professional Technologist 3). This position is responsible for providing network account related support and roles, editing webpages with our content management system, training faculty, staff and students and researching new technologies that will include testing and deployment.
In order to be successful in this position, the ideal candidate will:
Function as a Lead Professional Technologist/Project Manager for the WVU HSC ITS Help Desk. Assist and may supervise lower-level technicians in resolving in-depth/complicated computer problems. May supervise staff and/or student employees depending on the assignment.
Provide inbound and outbound (Tier 1 & Tier 2) support of the technological needs of the WVU Health Sciences Center Faculty, Staff and Students.
Troubleshoot hardware and software problems that may arise on Health Sciences Center computers, LANs and VoIP phones.
Provide networking support to HSC faculty, staff, and students on computer hardware and software.
Maintain responsibility for the client side of the client/server networks in the Health Sciences Center, including new network client installations, client workstation testing and maintenance.
Provide support and assistance to HSC students, faculty, and staff in the use of laptop computers, which includes troubleshooting hardware, software, network connectivity issues (both internal and external to HSC), and providing software consulting to students and faculty in support of the HSC curriculum.
Assist users in logging onto Local Area Networks (LANs), using applications software (including WVU/WVUH applications), and accessing information services.
Work with the IT Security Director and the Director of Support Services to ensure computers are updated, protected with the universities Anti-Virus solution, data loss prevention software, ensure data is protected, devices are onboarded/offboarded, and inventory documented.
Maintain access by providing information, resources, and technical support documentation for networked access devices.
Safeguard computer files by providing secure storage of sensitive data, such as PHI and SSN.
Provide support and resolution for security related issues and questions.
Coordinate with WVU Information Security Services teams to conduct information security assessments of vendor-hosted and on-premise applications and information systems.
Maintain current knowledge of applicable federal and state privacy laws and industry best practices pertaining to information security and compliance.
Work with and assist departmental end users to ensure sensitive information is protected and antivirus clients are updated.
Meet with department end users to ensure security and compliance standards are being met.
Follow policies, processes, procedures and associate documentation in compliance with WVU and HSC security standards, federal and university privacy, confidentiality, and security guidelines relative to securing Protected Health information (PHI) and personal information (generated, stored and/or transmitted electronically) maintained in supported systems.
Provide expert support and advice to highly complex information technology projects, systems, etc. to insure efficient and effective performance and accessibility.
Act as department/institute data steward.
Maintain inventory of all hardware, applications and associated required data control requirements for the Health Affairs department.
Classify all data maintained within the Health Affairs systems and applications. Ensure required regulatory and compliance requirements of all data controls for projects and contracts are implemented and enforced at all times.
Function as a data manager/auditor and routinely review system access logs, failed logins, authorized user lists, user rights for applications and ensure appropriate security actions are taken when necessary.
Responsible for working with Information Security in conducting annual risk assessments and remediation efforts on an ongoing basis.
Must travel within Morgantown, Charleston, and other offsite locations for support.
Work Hours: Must be on call to respond to network emergencies/support 24 hours a day, seven days a week. Must maintain flexible work schedule as some evening and weekend work may be required.
Bachelor's degree in Computer Science, Computer Engineering, Information systems, Electronics, Engineering, Telecommunications or related field, or an equivalent combination of education, certifications and directly related experience.
Four (4) years of experience:
Providing support for computers in a network environment.
Proven hands-on experience and knowledge of installing and maintaining software and hardware.
In depth knowledge of and support of productivity software such as word processing, spreadsheets, and database.
Experience and ability to interoperate multiplatform systems and environments over Local Area Networks.
Demonstrated experience in web design.
Experience in supporting applications with stringent security requirements.
Experience providing customer service via telephone.
Experience providing customer service in person.
Experience repairing both laptop and desktop computer hardware.
Experience supporting computer-based testing.
Experience documenting procedures, instructions, or policies.
Experience working with instructional technologies at a College/University level.
Training or equivalent experience in using Windows 10, Windows 8, Windows 7, Windows Vista, Mac OSX and various other operating systems on Microsoft Local Area Networks, and in standalone configurations.
Training or equivalent experience in using communications software to connect to and use resources on external networks.
Preferred environment experience includes UNIX, Cisco, Novell and Windows Server.
Preferred experience using Oracle applications including support of printing needs.
The incumbent must possess a general education in the Computer Sciences field and demonstrated excellence in command of written and spoken English sufficient to communicate with faculty, students, and administrators in the Health Sciences Center and explain concepts such as how computer applications software functions.
Ability to work well under high stress conditions.
Ability to work independently or cooperatively as a team member.
Possess good oral and written communication skills.
Demonstrated ability to operate and configure all recent releases of Windows and Macintosh operating systems.
Demonstrated ability to install expansion boards, memory, and utilities on supported computers.
Strong interpersonal skills and the ability to interact at all organizational levels and with technical staff, managers, and end-users.
Knowledge of computer security issues, requirements and trends including an awareness of information security laws (such as HIPAA) and accepted industry practice.
Valid US driver's license
The following certifications are preferred:
Network +, and HDA Certifications
Cisco, and/or UNIX Certifications
At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests.
From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley -- the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.
Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb.
To learn more about West Virginia University, visit go.wvu.edu. View current career opportunities at careers.wvu.edu .
West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.
Job Posting: Apr 28, 2021
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes
Internal Number: 227343
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.