Technical Analyst

Position Overview

Reporting to the IT Manager – Technical and Client Services, the Technical Analyst is responsible for the effective provisioning, installation, configuration, operation, support, and maintenance of related systems hardware, software, and related infrastructure. Accountabilities of this position includes the administration and support of specific systems, environments, and infrastructure; and supporting departmental and organization projects with their IT infrastructure and technology needs.

Working closely with the appropriate application, business, and departmental leads, the Technical Analyst will ensure that the systems and IT infrastructure are reliable, secure, compliant with best practices and regulatory requirements, and optimized for performance.

Primary Responsibilities

1. IT Infrastructure and Systems Management

Posses strong analytical and problem-solving skills with proficient, hands-on experience in the effective deployment, administration, and support of the organization's IT infrastructure and systems.

Ensure system high-availability, optimal performance, and scalability to meet business requirements with proactive monitoring, maintenance, and capacity planning. Takes initiative in issue resolution; seek efficiencies and improvements in systems and processes.

Experience implementing and managing security measures to safeguard systems – including user account management and permissions; applying system patches, updates, and security configurations; etc. Follow, maintain, and improve compliance with best practices and industry standards. Collaborate with security team to conduct vulnerability assessments and remediate security gaps.

Support in the development, implementation, monitoring, maintenance, and testing of disaster recovery plans and backup & recovery solutions. Ensure recovery point and recovery time objectives are met.

Implement and support system and infrastructure upgrades, migrations, and improvements in line with organizational needs.

Follow andmaintain IT best practices, standards, and regulatory requirements (including PHIPA, PIPEDA, etc.); ensuring consistency across all IT systems, processes, and documentation.

MGH IT Infrastructure (current and future) includes (but not limited to) thetwo most recent generations and releases of :

• Server technologies

o Physical servers (Dell preferred)

o Virtualization platform (VMWare, Hyper-V, and Citrix preferred)

o EMC (Powerstore, Unity, and VNX preferred)

o Microsoft, Windows Active Directory, Azure Directory

o Okta, BeyondTrust, Sailpoint, ManageEngine

o Aruba (wireless) and Cisco (wired)

o DNS, DHCP services

o Zero Trust Network (Netskope, Citrix, Aruba)

o Apache, IIS

o PHP

o MS SQL and MySQL preferred

o IBM Spectrum Protect / SPP, EMC DataDomain, and Rubrik preferred

2. Technical Leadership and Collaboration

Serve as the escalation point for support issues. Provide technical leadership and proficiency in the day-to-day operations (support and IMACD) and project related tasks, ensuringadherence to best practices.

Have excellent communication and collaboration skills to work effectively with cross-functional teams (technical and non-technical), external partners, user groups, and vendors.

Strong documentation and presentation skillsto foster knowledge sharing with cross-functional teams to facilitate better understanding, management, and support of MGH systems. Assist in the development and maintenance of detailed system documentation, including architecture diagrams, change logs, and standard operating procedures. Assist in the development and review of related policies and procedures.

Dedicated to technical skills development and help mentor junior team members and contribute to their growth and proficiencies.

3. Strategic Planning and IT Standards

Assist with the development and execution of strategic plans.

Contribute to the long-term roadmap for technology adoption, infrastructure upgrades, and service enhancements.

Follow and maintain ITIL best practices to improve efficiency in IT service management processes, including incident, problem, change, and request management.

4. IT Asset Lifecycle, Vendor, and Contract Management

Assist with vendor contract review and IT procurement process.

Support and maintainIT asset lifecycle, from acquisition and deployment, to maintenance, through to proper and secure decommissioning of hardware and software assets.

Ensure compliance with software licensing agreements.

Support andmaintain effective IT asset managementand tracking.

5. Metrics and Reporting

Assist in the creation and maintenance of dashboards, KPIs, and regular IT performance reports.

Use performance metrics to help identify areas for improvement and ensure continuous IT service enhancement.

6. Decision Making

Support in the strategic and operational decisions regarding IT infrastructure, cybersecurity, and service delivery, ensuring alignment with business priorities and IT standards.

Prioritize, coordinate and resolve escalated issues from team members, vendors, or business units and make informed decisions on corrective actions.

7. Other Responsibilities

Stay informed about industry trends and emerging technologies to recommend new tools or processes that align with the departmentaland organizational strategic plans.

Provide onsite support, as required, to remote offices and sites.

Perform other duties as required by the IT leadership or executive team.

Education

Experience

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