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The duties of this position are performed under the general review and supervision. Most assignments will be completed independently, subject to periodic review and approval.
Leads in the resolution of level 2 troubleshooting of incidents and requests assigned from the Service Desk.
Provide advanced remote technical support for the Medical Center's core technologies, including any OSUWMC IT applications and infrastructure.
Responsible for engineering solutions to common incidents and long-standing trends across OSUWMC.
Serves as a lead for all P1, P2, and P3 issues to troubleshoot, diagnose, resolve, and escalate appropriately.
Responsible for identifying, prioritizing, and resolving the most complex reported IT systemic problems.
Assists the IT Service Desk in ensuring that all phases of front-line support are coordinated, monitored, logged, tracked, and resolved appropriately.
Monitors and tracks the progress of service/problem resolution to ensure prompt, complete, and accurate response and corrective action has occurred; provides follow-up inquiry and assistance to the customer who logged the service request to ensure the customer understands action taken and is satisfied with the work performed.
Works closely within the team to identify, troubleshoot, and work towards resolution on support trends for customers.
Supports the planning, maintenance, operational engineering, administration, development, implementation, and integration of information technology platforms.
Leverages software-defined compute, storage, and network stacks to integrate and automate programmatic deployment of various cloud platform topologies, information technology systems, and supported applications.
Configuration of programmatic deployment of cloud infrastructure platforms, applications, and supporting infrastructure.
Reviews operational issues for patterns and utilizes the analysis to drive optimization and automation targets.
Serves as contact for escalations, provides on-call support (during shift and assigned times), and follows incident response policy.
Minimum Qualifications
Bachelor's degree and 2 years of relevant work experience.
