Senior IT Infrastructure Representative

Job ID: J117684
Company: HM Health Solutions Inc.
Location: Pittsburgh, PA, United States
Facility: West Penn Hospital
Full/Part Time: Full time
Job Type: Regular
Posted at: Feb 22, 2018

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Description

This job takes the lead in providing technical support to internal and external users of more complex IT Infrastructure (e.g. PC’s, servers, mainframes, etc.). Takes the lead in answering more complex questions regarding system procedures, online transactions, systems status and downtime. Takes the lead in more complex interactions with various IT areas in order to restore service and/or identify problems. Takes the lead in maintaining a more complex troubleshooting tracking log ensuring timely resolution of problems. May mentor less experienced team members.

ESSENTIAL RESPONSIBILITIES

  • Incident Management. Take the lead in performing more complex call documentation and determines IT service request type.
  • Take the lead in logging and classifying more complex incidents and impacts and provides feedback for potential problem identification.
  • Take the lead in resolving more complex initial incident resolutions or dispatches unresolved incidents to appropriate area or vendor. Take the lead on more complex issues to monitor and escalate to ensure appropriate level of response based on severity and urgency.
  • Take the lead on more complex verifications and closures to ensure all documentation is correct and accurate. Take the lead on verifying more complex customer satisfaction and closure.
  • Ensure compliance to required standards, procedures, guidelines and processes.
  • Other duties as assigned or requested.

EDUCATION

Required

  • High School Diploma or equivalent

EXPERIENCE

Required

  • 3 - 5 years in Information Technology

Preferred

  • Three (3) years experience with enterprise network, computing monitoring management systems, and ticketing systems

Referral Payout Level: 1

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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