Field Support Spec I​/IS Service Delivery

ITS Field Support Spec I / IS Service Delivery

Join to apply for the ITS Field Support Spec I / IS Service Delivery role at Hartford Health Care
.

Location: 9 Farm Springs Rd, Farmington (10566)

Shift: Day shift 07:30-16:00. Occasional OT and holidays required.

Work where every moment matters. Every day, more than 40,000 Hartford Health Care colleagues come to work with one thing in common: pride in what we do, knowing every moment matters. We invite you to become part of Connecticut’s most comprehensive healthcare network.

With the creation of the HHC System Support Office, we recognize a growing group of employees whose responsibilities continually evolve to support the system as a whole, rather than a single member organization.

This position interacts with customers who have questions regarding intermediate and advanced infrastructure, hardware, software, network support, and troubleshooting issues. The analyst provides first and second level support according to Information Services procedures for customers throughout the Hartford Health Care Corporation enterprise who are in need of assistance. The position reports to the Team Leader. Work-from-home opportunities are available at the discretion of management.

• Works effectively as a team member both within and across the hospital system to promote and integrate Information Services through communication, cooperation, and collaboration.
• Models Hartford Health Care Service Excellence behaviors in a fast‑paced environment. Answers all calls in a professional, courteous, and timely manner according to department voice etiquette standards.
• Analyzes problems and determines direction to solution, solving 70% or more of assigned incidents while showing detailed troubleshooting in incident notes.
• Identifies and troubleshoots problems via phone and remote access, resolving or contacting and assigning to tier II teams in accordance with established department standards.
• Responsible for resolving complex problems – 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.
• Creates and assigns work orders in addition to solving problem tickets.
• Creates knowledge base articles and trains co‑workers when required.

• Two to four years degree in 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 is required:
  Microsoft operating systems, Microsoft Office, Citrix and other IS infrastructure. Application experience with ITSM (BMC Remedy), Epic, Kronos and Cisco VPN is preferable.
• Must demonstrate strong interpersonal, verbal communication and problem‑solving skills and the ability to prioritize and work effectively in a team environment.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Information Technology
• Industries:
  Hospitals and Health Care

With locations around the state, Hartford Health Care offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees— we provide a competitive benefits program designed to ensure work/life balance.

Every moment matters. And this is your moment
.

Note:

This posting may include opportunities for remote or hybrid work as available.