What are the responsibilities and job description for the Infrastructure Analyst position at Hawaii Medical Service Association?
Job Summary
Conducts maintenance for and support of for moderately complex to complex applications infrastructure, and works on one or more projects/issues concurrently, as a team member and sometimes as a project lead.
Duties and Responsibilities
Responsible for operating and providing support to various applications within HMSA's infrastructure. Responsibilities include, but are not limited to the following:
- Analyzes production storage usage and recommends modifications as appropriate (storage).
- Assists with storage requirements definition and acquisition for projects (storage).
- Coordinates and implements storage requests, backup schedules, and file restoration activities (storage).
- Plans, schedules and coordinates implementation of storage and backup solutions (storage).
- Loads, configures and maintains servers, including assistance with server requirements definition and implementation for projects (server).
- Analyzes and troubleshoots server problems and issues (server).
- Plans, schedules and coordinates implementation of server upgrades, patches, and tools (server).
- Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices. Performs conversions from desktop to laptop. Coordinates port movement and network access issues. Documents procedures for performing configurations and conversions from desktop to laptop.
- Provides input regarding port availability, equipment locations, device installations and service during project planning and requirements phase for office moves/adds/ changes. Reviews plans for accuracy.
- Coordinates the deployment of new images, software/hardware upgrades and fixes. Makes suggestions for design of standard set of integrated products (standard image) by recommending hardware and software products to meet user requirements.
- Sets up accounts under the local domain and assists with Internet access. Assists external users with dial-up access problems.
- Coordinates and sets up access or service accounts such as Internet and Email.
- Is aware of service level agreement targets. Explains service procedures to users. Monitors service level agreements regarding desktops to ensure that requirements are met or exceeded. Escalates problems as required based on SLAs. Informs management as appropriate.
- Troubleshoots problems. Identifies severity of problem and escalates when necessary. Coordinates with users and other IT resources for problem resolution or works with vendor technical support to resolve client problems. Builds checklists and scripts. Determines if loaner PCs are needed.
- Updates users on trouble ticket status. Ensures follow up on problems with users.
- Plans, schedules and performs hardware and software repair and installations. Calls in and coordinates all repairs that deal with outside vendors.
- Documents problem status and resolution in tracking log. Alerts team members about recurring problems. Provides on-the-spot training to users.
- Evaluates events log and resolves problems as needed.
- Administers security procedures. Unlocks or sets passwords as needed. Reports security issues when appropriate.
- Assists users with desktop recovery issues.
- Participates in integration testing. May design and lead integration testing.
- Assists in video conferencing activities.
- Works with vendors with initial setups and learns procedures.
- Complies with fixed asset and disposal procedures.
- Performs system administration functions required for daily operations (server).
- May research and evaluate software/hardware products and industry trends to assist in project development. Participates in Technical Review Committee (TRC) to ensure enterprise-wide standardization.
- May define staff schedules and prioritizes work. Provides after business hours support, as needed.
- Mentors less experienced staff.
- Performs all other miscellaneous responsibilities and duties as assigned or directed.
Exempt or Non-Exempt
Exempt
Minimum Qualifications
To qualify for this position an individual must meet one of the following requirements for education and/or experience:
- Associate's degree or technical institute degree/certificate in programming/systems, computer science, or management information systems, or equivalent information technology work experience.
- Three years of relevant information technology work experience. May substitute a higher-level degree, specialized training or certification and less work experience.