Specialist-Information Services Intermediate

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. People who are inspired by challenging and meaningful work for the good of every patient. People motivated to do their best every day. People who are always ready to apply themselves. As one of Indiana's largest employers, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation's healthiest states.

Specialist-Information Services Intermediate

(This position will involve some onsite work in Indianapolis, Indiana)

The IU Health Service Desk is the first point of contact into IS for IU Health staff members regarding computer hardware and computer system issues and questions.  The Specialist will answer calls and work Self Service Portal tickets and e-mails that come into those 3 inputs. Technical skills and soft skills regarding servicing customers with their issues are needed.  Experience in a call center environment and using a ticketing system is preferred. 

RESPONSIBILITIES:

• 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.

STRONGLY PREFERRED:

• Technical computer hardware/system knowledge
• Soft skills as customers have various degrees of computer aptitude
• Familiarity or experience with a call center environment
• Familiarity with using a ticketing system (Service Now).  
• Experience in supporting an EMR system like Epic at a triage level would also be beneficial. 

REQUIREMENTS:

• 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.
• Recommends experience working in a Network Operations Center.
• Requires the ability to work any shift or day as needed by management.

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.