Senior IT Infrastructure Representative - AHN

Highmark Health • Wexford, PA

3d • Onsite

About The Position

JOB SUMMARY This job takes the lead in providing technical support to internal and external users of more complex IT Infrastructure (e.g. PC’s, servers, mainframes, etc.). Takes the lead in answering more complex questions regarding system procedures, online transactions, systems status and downtime. Takes the lead in more complex interactions with various IT areas in order to restore service and/or identify problems. Takes the lead in maintaining a more complex troubleshooting tracking log ensuring timely resolution of problems. May mentor less experienced team members. ESSENTIAL RESPONSIBILITIES Incident Management. Take the lead in performing more complex call documentation and determines IT service request type. Take the lead in logging and classifying more complex incidents and impacts and provides feedback for potential problem identification. Take the lead in resolving more complex initial incident resolutions or dispatches unresolved incidents to appropriate area or vendor. Take the lead on more complex issues to monitor and escalate to ensure appropriate level of response based on severity and urgency. Take the lead on more complex verifications and closures to ensure all documentation is correct and accurate. Take the lead on verifying more complex customer satisfaction and closure. Ensure compliance to required standards, procedures, guidelines and processes. Other duties as assigned or requested.

Requirements

• High School Diploma or equivalent
• 3 - 5 years in Information Technology

Responsibilities

• Incident Management
• Take the lead in performing more complex call documentation and determines IT service request type.
• Take the lead in logging and classifying more complex incidents and impacts and provides feedback for potential problem identification.
• Take the lead in resolving more complex initial incident resolutions or dispatches unresolved incidents to appropriate area or vendor.
• Take the lead on more complex issues to monitor and escalate to ensure appropriate level of response based on severity and urgency.
• Take the lead on more complex verifications and closures to ensure all documentation is correct and accurate.
• Take the lead on verifying more complex customer satisfaction and closure.
• Ensure compliance to required standards, procedures, guidelines and processes.
• Other duties as assigned or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees