ITS Field Support Spec II / IS Service Delivery

Hartford HealthCare•Farmington, CT

About The Position

Work where every moment matters. Every day, over 40,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization. With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system. Position Summary: This position interacts with customers who have issue regarding intermediate and advanced infrastructure, hardware, software, and network issues. Analyst provides second level support according to Information Services procedures for customers throughout the Hartford Health Care Corporation enterprise who need assistance. Position reports to the Tier II Technical Support Team Manger.

Requirements

Two or 4 years degree in an IT related fields preferred. A+ and Microsoft certifications are desirable.
Demonstrates advanced working knowledge of PC hardware, printers, and networking.
Knowledge and experience of the following IT systems: Siemens, Eclypsis, Smartstream, Kronos, Microsoft operating systems, Microsoft Office, Novell, Citrix and other IS infrastructure and applications.
Must demonstrate strong interpersonal, verbal communication and problem-solving skills and the ability to prioritize and work effectively in a team environment.

Responsibilities

Works effectively as a team member both within and across the system to promote and integrate Information Services through communication, cooperation and collaboration.
Models Hartford Healthcare H3W behaviors in a fast-paced environment. Answers all calls in a professional, courteous and timely manner according to department voice etiquette standards.
Analyze problem and determine direction to solution solving 75%25 or more of assigned incidents while showing detailed troubleshooting in the incident notes.
Identifies and troubleshoots problems via phone and remote access. Resolves or contacts and assigns to support teams in accordance within established department standards.
Responsible for resolving complex problems having more in-depth knowledge of hardware, software, applications and infrastructure as defined in documentation.
Coordinates work effort among groups, vendors or customers when required for ticket resolution.
Create and assign work orders in addition to solving problem tickets.
Create knowledge base articles and train co-workers when required
Works alongside the Manager on Call during bridge calls to ensure paging, broadcasts and incident documentation is completed.
Help train newly assigned agents.
Supervise shifts when Team Leads or the Manager is not present