HEALTH CARE NOC - HELP DESK TECHNICIAN

NOC Help Desk Technician responsible for the intake, troubleshooting, and triaging of live healthcare IT Help Desk and network infrastructure issues across Epic and other application modules. Monitor dashboards and respond to alerts, escalating to 3rd party vendors and/or on-call engineers when needed. Communicate throughout the course of an escalated issue until resolution. Responsible for reporting issues, applying system patches, and assisting the IT team. Exhibits competency in broadband technologies, MPLS, VPN, and BGP routing. Monitor real-time dashboard alerts and issues, triage, research, escalate to engineers as needed, and provide updates to customers. Adheres to defined SLAs, and supports monitoring via monitoring software. Triage incoming calls to determine priority and appropriate team, and maintain communication until issue resolution. Other duties as assigned.