Specialist-Information Services Intermediate

Indiana University Health System • Bloomington, MN

1d

About The Position

Indiana University Health is seeking individuals who embody values of excellence, compassion, teamwork, and purpose to join their IS Field Services Desktop and Network Administration team in the role of Intermediate Information Services Specialist. This role provides first-level computer support over the phone for problem management and resolution, as well as requests for IS service delivery. The specialist assesses customer requests, resolves them, or forwards them to the appropriate IS support representative. They also monitor the performance of the production network, systems, and infrastructure, identify and manage problems, isolate root causes, and ensure Service Level Agreements are met. The role involves identifying trends that lead to problems and proactively initiating problem management activities, as well as providing problem and event coordination, notification, escalation, and resolution within the IT infrastructure. Additionally, the specialist assists with systems operation, monitoring initializations, backups, job scheduling, and other assigned tasks, and 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.
• Understands basic concepts of Information Services.

Nice To Haves

• Bachelors preferred.
• A+ Certification preferred.
• Recommends experience working in a Network Operations Center.

Responsibilities

• 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.

What This Job Offers

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