Highmark Health Senior IT Infrastructure Representative - Forbes Hospital in Monroeville, Pennsylvania

Description

This shift is Saturday - Wednesday 8:00am - 4:30pm

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

Substitutions

  • None

Preferred

  • None

EXPERIENCE

Required

  • 3 - 5 years in Information Technology

Preferred

  • None

LICENSES AND CERTIFICATIONS

Required

  • None

Preferred

  • None

SKILLS

  • None

Language (other than English)

None

Travel Requirement

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-Based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Does Not Apply

Referral Payout Level: 1

REQNUMBER: J124333

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity