Infrastructure Support Analyst

Overview

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation.

NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

We have an exciting opportunity to join our team as an Infrastructure Support Analyst. In this role, the Senior II Support Specialist is a critical role within the IT Security team, focusing on the implementation, installation, maintenance, and support of key applications. This position is part of the Privileged Access Management (PAM) operations team and plays a vital role in ensuring secure and efficient access to IT resources.

• Application Support and Maintenance:
  • Implement, install, maintain, and support applications such as Cyber Ark, Venafi, Centrify, and Mark Monitor.
  • Ensure the smooth operation of these applications within the IT Security framework.
• User Provisioning and Access Management:
  • Manage user provisioning for Cyber Ark, Centrify, and Venafi ensuring secure and appropriate access to systems.
  • Oversee SSL certificate lifecycle management using Venafi.
  • Administer domain registration through Mark Monitor registrar.
• Customer and IT Group Interface:
  • Collaborate with customers and other IT groups to process access requests efficiently.
  • Provide exemplary customer service, adhering to the standards set by the IT department.
• Ticket Management:
  • Monitor application queues in the Front Range ticket system.
  • Document actions taken on ticket requests with real-time journal entries.
  • Ensure tickets are closed within established service levels.
• Training and Documentation:
  • Provide one-on-one training and guidance to end users and help desk staff on hardware/software usage and standard procedures.
  • Develop and maintain comprehensive documentation on problem solutions, tool configurations, and end-user instructions.
• Problem Resolution:
  • Offer over-the-phone and/or Webex assistance to users, including problem identification, instruction, and resolution.
• Additional Duties:
  • Perform related duties as assigned or requested, working under supervision to meet team objectives.

To qualify you must have a BA or BS in Computer Science, Information Systems or a related discipline. At least three or more years of support and analysis experience in End User Application Support and infrastructure or an equivalent combination of education and work experience. Work experience in healthcare and/or education or equivalent experience in complex organizations. Requires a good knowledge of personal computing, MAC and Windows PC/Workstation based LAN systems, End User Application Support management tools, client functions and applications, Active Directory, application troubleshooting, etc.

Good consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors. Must have excellent interpersonal skills, and ability to understand the business and technical needs of the client as well as foster customer relationship building and deliver outstanding customer service. Strong verbal and written communication skills; ability to communicate technical information to non-technical users;

ability to work effectively with customers. Candidate should be able to work in a fast-paced environment, support multiple initiatives simultaneously, prioritize work to meet and or exceed established service levels and be dependable. Strong time management, technical and analytical skills required. Ability to think logically and creatively in problem solving. Should know when to escalate a problem. Contributes individually with supervision and as part of a team.

Ability to work effectively with customers and other IT team members. For isolated incidents, may be required to work beyond standard business hours.

Proven experience in IT support, particularly within IT Security and Privileged Access Management. Familiarity with applications such as Cyber Ark, Venafi, Centrify, File Maker Pro, and Mark Monitor. Strong customer service skills and the ability to communicate effectively with both technical and non-technical users. Experience with ticketing systems, preferably Ivanti Front Range. Ability to…