ITS Field Support Spec I / IS Solutions Center

About the role

This position interacts with customers who have questions regarding intermediate and advanced infrastructure, hardware, software, network support and troubleshooting issues. 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. Position reports to the Team Leader. Work from home opportunities available at the discretion of management.

Key Accountabilities

• 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 HealthCare Service Excellence behaviors in a fast paced environment.
• Answers all calls in a professional, courteous and timely manner according to department voice etiquette standards.
• Analyze problem and determine direction to solution solving 70% or more of assigned incidents while showing detailed troubleshooting in the incident notes.
• Identifies and troubleshoots problems via phone and remote access. Resolves or contacts and assigns to tier II teams in accordance within established department standards.
• Responsible for resolving complex problems – more in-depth knowledge of hardware, software, applications and infrastructure as defined in documentation.
• Coordination of work effort among groups, vendors or customers when required for ticket resolution.
• Create and assign work orders in addition to solving problem tickets.
• Create knowledge base articles and train co-workers when required.

Qualifications

• Two or 4 years degree in an IT related field 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.

Location: 27 Jefferson St - HH Data Bld (10020)

Shift: Rotational On-Call

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