IT Operations Analyst- Contractor

PEAKE Technology Partners is a leader in Healthcare IT Support in Maryland, D.C., and Northern Virginia. Our team of support engineers, security specialists, and consultants offer trusted technology solutions for healthcare and other industries concerned with data protection and security regulation. 

About the Position

Respond to automatically-generated system alerts, determine the impact and severity of issues, and engage appropriate resources based on this analysis, attempting to resolve issues and escalating as necessary. Technicians will also be responsible for addressing basic support issues from end users, such as password resets, VPN connection issues, and RDP issues. Technicians may also be responsible for performing after-hours system maintenance activities, such as software updates and network equipment maintenance.

Contractor Information

As an Independent Contractor for PEAKE, you'll be responsible for your own tax and health benefit payments. Your annual salary will be divided into monthly payments, which will be sent on the 1st of each month through international wire transfer or PayPal. Additionally, you'll receive a 13th payment as a bonus in December. Preferred payment methods will be discussed at the time of hiring. 

Duties and Responsibilities:

• Conducting regular, eyes-on monitoring of multiple alert channels and sources for networks and systems
• Generating and managing tickets based on monitoring results
• Proactively monitoring network and system health using automated agents
• Assigning tickets to appropriate team members and providing follow-up to ensure timely resolution
• Collaborating with the overnight team (NOC) to ensure smooth handoff of tickets
• Undertaking proactive service tasks and project work as needed
• Identifying and documenting recurring issues in customer systems to improve future performance and efficiency.

Required Skills:

• Excellent customer service skills.
• Effective written and verbal communication skills.
• Excellent teamwork skills.
• Ability to work independently and manage priorities and tasks.
• Understand basic Remote Monitoring and Management (RMM) tool functions.
• Ability to remove all anti-virus products and RMM tools.
• Ability to troubleshoot and resolve image-level backup issues.
• Ability to install and configure new deployments of image-level backup software.
• Ability to create, modify, and remove Microsoft and Third-Party patch policies in RMM tool.
• Ability to troubleshoot and resolve all Microsoft and Third-Party patch installation issues on workstations.
• Ability to perform basic server and network maintenance tasks, including maintenance for routers, firewalls, switches, and wireless access points.
• Ability to set up, maintain, and troubleshoot basic monitoring and alerting for client systems.
• Ability to create and troubleshoot basic scripts.
• Familiarity with ConnectWise or similar ticketing RMM 
• Familiarity with Slack or a similar messaging system 

Preferred Skills:

• Experience with ConnectWise suite of products (Manage, Automate, Control).
• Experience with preferred backup products (Veeam, Datto).
• Experience with Office 365 and Google Apps.
• Experience with preferred network products (Cisco Meraki and Ubiquiti).
• Experience with preferred server hardware (Dell, HP).
• Experience working with Microsoft Windows Server (2008-2019).

Preferred Experience:

• 2-year college degree or equivalent certifications.
• 2-3 years of experience in a similar position.
• Experience working for a Managed Service Provider.