Specialist-Information Services Intermediate

Specialist-Information Services Intermediate 

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our IS Field Services Desktop and Network Administration team in the role of Intermediate Information Services Specialist.  

Job Description  

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. 

Key Relationships 

Reports to: Manager, Information Services Operations  

Candidate Qualifications 

Candidates for the position will be evaluated according to the following criteria and competencies. 

• High School Diploma required. 

• Bachelors 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 Net