IS Intermediate-Desktop Specialist

IU Health • Indianapolis, IN

4d • Onsite

About The Position

Provides first-level computer support over the phone for problem management and resolution as well as requests for IS service delivery. Assesses each customer request and either resolves the requests or forwards them on to the appropriate IS support representative. Monitors performance of the production network, systems and infrastructure. Identifies and manages problems and isolates root causes. Monitors applications, databases, systems and infrastructure components ensure Service Level Agreements are met. Identifies trends leading to problems and proactively takes action to initiate immediate problem management activities. Provides problem and event coordination, notification, escalation and resolution within the IT infrastructure. Assists with systems operation, monitoring initializations, and backups, job scheduling and other assigned tasks. Provides assistance and guidance to other Team Members.

Requirements

• High School Diploma required.
• 2-4 years' experience in Service Desk required.
• Previous Phone support experience required.

Nice To Haves

• Bachelors preferred.
• A+ Certification preferred.
• Understands basic concepts of Information Services.
• Recommends experience working in a Network Operations Center.

Responsibilities

• Demonstrates a commitment to IU Health's mission, vision, and values by exhibiting behaviors and delivering results that align with the strategic direction of the organization. Ensure IU Health is working toward its vision of improving the health of all Hoosiers by providing the best care for each person as we practice our values of purpose, excellence, compassion and team.
• Expresses thoughts, ideas and opinions clearly, fluently and concisely. Listens attentively to others and responds appropriately to questions and comments. Asks appropriate questions in order to obtain information and to determine the needs of others. Comprehends and follows instructions. Follows proper phone etiquette and guidelines per Specialist's job specifications.
• Maintains confidentiality as appropriate, earns trust and respect of others, and exhibits behaviors that express the ethical practice of a healthcare organization. Keeps financial, person information, patient data, etc. extremely confidential as required.
• Establishes and maintains respectful working relations with internal and external customers by being courteous and helpful in all interactions. Shows appreciation and respect for customers' needs, expectations and perspectives. Represents one's organization by demonstrating behaviors that reflect an attitude of customer service, responsiveness, and concern.
• Proactively and clearly identifies problems or issues, and suggests alternative solutions. Uses resources such as other team members, written manuals or work related materials, etc. to creatively address existing or anticipated work problems.
• Produces on-time, high-quality work deliverables. Achieves individual and team metrics as applicable.
• Exhibits sound judgment in handling unexpected problems and frequent interruptions that require immediate action or attention.
• Organizes one's own work activities and uses time management techniques to meet deadlines. Adheres to time management policies, such as scheduled breaks, clocking in and out procedures, notification required for paid time off, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED