Specialist-Information Services Intermediate

Indiana University Health System

2d•Onsite

About The Position

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do . Indiana University Health is seeking individuals who embody these values to join our Informatics & Information Services leadership team in the role of Specialist-Information Services Intermediate. This is a Direct Hire and onsite at the Tipton Hospital. Scope: Provide first level phone support and/or in-person customer assistance for problem resolution and IS service delivery requests. Provide hardware and operating system preventative maintenance, repair , troubleshooting . Identify, diagnose, and manage problems; isolate root causes and initiate corrective actions. Evaluate incoming customer requests and determine appropriate resolution or escalation path. Monitor production network, systems, applications, databases, and infrastructure components to ensure ongoing performance and SLA compliance. Recognize trends that may indicate emerging issues and take proactive steps to begin problem management activities. Coordinate, track, and communicate events, problems, escalations, and resolutions within the IT environment. Assist with operational tasks including hardware deployment and project assistance, and other assigned duties. Provide guidance and support to fellow team members as needed. Complete and maintain required technical support certifications, including specific vendor-related training. Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states. IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana. Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

Requirements

High School Diploma required
2–4 years of Service Desk or Desktop Support experience required.
Understanding of basic Information Services concepts required.
Previous phone support experience required.
Ability to work any shift or day as assigned by management.
Ability to travel to customer sites as needed for on-site support.
Availability to perform after-hours on call support on a rotating schedule, after 6 to 10 months of employment.

Nice To Haves

Bachelor's Degree preferred.
A+ Certification preferred.
Experience working in a Network Operations Center (NOC) recommended.

Responsibilities

Provide first level phone support and/or in-person customer assistance for problem resolution and IS service delivery requests.
Provide hardware and operating system preventative maintenance, repair , troubleshooting
Identify, diagnose, and manage problems; isolate root causes and initiate corrective actions.
Evaluate incoming customer requests and determine appropriate resolution or escalation path.
Monitor production network, systems, applications, databases, and infrastructure components to ensure ongoing performance and SLA compliance.
Recognize trends that may indicate emerging issues and take proactive steps to begin problem management activities.
Coordinate, track, and communicate events, problems, escalations, and resolutions within the IT environment.
Assist with operational tasks including hardware deployment and project assistance, and other assigned duties.
Provide guidance and support to fellow team members as needed.
Complete and maintain required technical support certifications, including specific vendor-related training.