UnityPoint Health

  • Technical Operations Center Engineer I

    Requisition ID
    Information Technology
    202 S Park Street
    9010 UnityPoint Health System Services
    Service Center
    Salary Minimum
    USD $21.44/Hr.
    Scheduled Hours/Shift
    3 PM - 11:30 PM; weekdays & weekend including every other weekendsholidays
  • Overview

    Provides prompt, complete and reliable responses to Information Technology problems, questions and issues experienced by UnityPoint Health affiliates, as a key member of Technical Operations Center, and assists in implementing technologies to enhance the service provided by the IT division to the organization.

    The goals of the Technical Operations Center are to:

    - Reduce response time.

    - Speed up time to recovery.

    - Reduce the demand on existing teams

    - Free up other staff to focus on capital projects, helping to insure the success and timely completion of projects by being more proactive by addressing alerts before they escalate to an actual issue.

    The Technical Operation Center Engineer – Level I work collaboratively in a team environment to provide technical solutions for enterprise clients. The incumbent concisely communicates concepts to team members and clients with varying levels of technological understanding; is responsible for maintaining and understanding the business environment and business needs for internal and external customers in a 24x7x365 environment. The incumbent is expected to respond quickly and effectively to emergency and non-emergency situations; has an ability to work under minimal supervision and under pressure, acts with urgency, with efficient attention to details; participates in change-management, incident review and root cause analysis of outages, and helps to improve customer experiences.


    • Must be familiar with Windows-based workstations, operating systems and PC software and hardware, and a very high level understanding of internet technology, e-mail, Microsoft Office and maintenance tools, networks, VMware, Storage Area Network (SAN), and video conferencing technologies.
    • Requires excellent written and oral communications skills, excellent interpersonal skills, superior telephone etiquette and the ability to deal effectively with staff as well as peers and management. Must have a strong dedication to customer service and satisfaction.
    • Possess a strong initiative and ability to function independently and as a team member. The ability to multi-task and be highly adaptable to new and changing situations is required.
    • Ability to interact effectively throughout the UnityPoint Health community to ensure and develop solutions to client needs.
    • Provides feedback to users/customers on the status of their problems.
    • Assists i n implementing technologies to enhance the service provided by IT. Assists in determining critical support factors and training needs to support the technologies of clients, and related organizations, to insure the successful implementation of on-going projects and day-to-day operations of computer support.
    • Tracks and thoroughly documents all necessary information on issues, problems and procedural enhancements. Maintains and submits status reports on service levels and performance. Communicates with management in escalating important issues. Keeps abreast of all systems and network changes and enhancements as they relate to client support. Keeps immediate management informed.
    • Create Service Now tickets from monitoring alert email notifications.
    • Monitor Storage monitoring applications (SVC, EMC e.g.) and alert accor
    • Triage server alerts then forward unresolved problems to the server teams
    • Check applications servers after maintenance to ensure that they are working
    • Verify that backups are running (Avamar) and take corrective actions to restart the task at hand.
    • Server Patch management and solarwinds net monitoring.




    • Two-year degree or equivalent education or work experience will be accepted only if previous experience applies to specific systems



    • Four years’ experience as a Hardware Tech or Customer Support Representative.
    • Prior UPH IT experience is preferred


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