Specialist-Information Services Intermediate

Overview

Specialist-Information Services Intermediate

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.

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.

Reports to:

Manager, Information Services Operations

• High School Diploma required.
• Bachelor's preferred.
• 2-4 years' experience in Service Desk required.
• A+ Certification preferred.
• Understands basic concepts of Information Services.
• Previous Phone support experience required.
• Recommended experience working in a Network Operations Center.
• Requires the ability to work any shift or day as needed by management.

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.