Systems & Network Analyst

At Softheon, we strive to create simple solutions to complex problems. Our innovative and easy-to-use products have revolutionized the way everyday people access health insurance. With over two decades of experience, we’ve designed five platforms to help our partners quickly adapt to industry standards, manage client data, and grow their membership, while never compromising the exceptional care they provide.

The Systems & Network Analyst’s role is to work under the direction of the Senior Systems and Network Administrators to build, maintain, monitor, secure, support, diagnose, and repair Softheon’s physical and virtual systems and networking infrastructure, and to provide technical support escalation to the Softheon Helpdesk for the internal staff of Softheon. This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines, there may be no existing procedures or instructions for those problems. The Analyst may be on their own in solving problems and determining satisfactory solutions. The ability to work both independently and in a team setting is imperative.

* Receive and coordinate resolutions to technical support calls and requests for the IT team * Build, maintain, monitor, secure, support, diagnose, and repair physical and virtual system and networking nodes that comprise Softheon’s IT infrastructure * Deploy, monitor, and administer fleet of Windows and Unix Servers, Networking Equipment, and Security Appliances * Perform management and maintenance tasks for Microsoft Hyper-V Virtual Machines and Hosts * Monitor Uptime and Availability of critical systems using internal and external tools * Research, develop, configure, and implement technologies to improve Softheon IT’s System, Network, and Security infrastructure in various areas of interest including: * Unix * Log Management * Load Balancing * Geodiversity * PKI * VoIP * Redundancy * Backup and Return to Service * Device Management * Perform ongoing performance tuning, hardware and software upgrades and optimization as needed for system and networking infrastructure * Manage Users, Computers, and devices in Softheon’s Active Directory Domain, Azure AD, and Office 365 * Coordinate and schedule changes and upgrades to Softheon’s System, Network, and Security infrastructure with internal staff and third-party vendors * Respond to, evaluate, and promptly resolve or escalate severity 1 system and network outages * Communicate downtime, upgrades, and other information to appropriate teams as necessary * Assist and advise the Softheon Helpdesk on tasks and help to develop methods and procedures to increase helpdesk efficiency on duties such as: * Procuring, configuring, and deploying end-user workstations utilizing a range of software and hardware resources * Procuring, configuring and deploying end-user peripherals * Performing ongoing performance tuning, hardware and software upgrades and optimization as needed for end user workstations * Troubleshooting and resolving end-user hardware, operating system, software and networking related problems remotely and on-site * Help to further develop the Softheon IT library of support and technical documentation. * Other duties as assigned by senior IT staff

* Strong interpersonal skills with effective verbal and written communication skills * Strong analytical and problem-solving skills * Strong etiquette for internal digital communications (Email or Ticketing) * Ability to meet deadlines in a fast-paced environment while managing simultaneous projects * Demonstrated ability to work effectively independently and in a team environment * Completed BS program in Computer Science, Information Systems or related field with a 3.5 GPA or better * Technical expertise in identifying, diagnosing, and evaluating end-user computer and account issues, and developing effective mitigation and repair methods. * Technical expertise in identifying, diagnosing, and evaluating server and networking issues, and developing effective mitigation and repair methods. * Microsoft Server Administration Experience. * Experience or familiarity with * Microsoft Windows Operating Systems * Microsoft Office Suite * Workstation Hardware Troubleshooting Techniques and Software Utilities * Workstation Software Troubleshooting Techniques and Resolution * Microsoft Active Directory * Microsoft Server 2008R2, 2012, 2012R2 * Virtualization * Experience or familiarity with * Adobe Application Suite * Microsoft Office 365 * Microsoft Hyper-V * Microsoft SQL Server * SolarWinds NPM/NTA/DPA * PowerShell * NTFS Permissions * Cisco Networking Equipment * Helpdesk Ticketing Software * Technical Certifications (A+, CCNA, Security, etc.)