Senior IT Infrastructure Representative

Description

Company : HM Health Solutions Inc. Job Description :
The working shift for this position is Saturday – Wednesday; 8:00am – 4:30pm

GENERAL OVERVIEW:
Provides first level response to end-user calls and emails for help and monitors the AHN network, applications, and IT services for outages, problems, and issues in a 24×7 environment. Assists with, repairs or corrects the outage, problem or issue and coordinates with other IT departments to ensure a highly available computing environment. Uses a variety of monitoring, troubleshooting, and configuration management tools, along with proactive rounding and utilizing a trouble ticketing system.

Takes the lead in:
1. Providing technical support to internal and external users of more complex IT Infrastructure (e.g. PC’s, servers, mainframes, etc.)

2. A nswering more complex questions regarding system procedures, online transactions, systems status and downtime

3. M ore complex interactions with various IT areas in order to restore service and/or identify problems

4. M aintaining a more complex troubleshooting tracking log ensuring timely resolution of problems

5. M entoring less experienced team members

ESSENTIAL RESPONSIBILITIES:
Incident Management through proactive or reactive means. Identify and or resolve incidents. Dispatch unresolved incidents to appropriate areas or vendor. Monitor and escalate to ensure appropriate level of response based on severity and urgency. Verification and closure to ensure all documentation is correct and accurate. Verify customer satisfaction and closure. Assure compliance to required standards, procedures, guidelines and processes. Monitors clinical areas and application components for problems. Coordinates and participates with second tier support and provides timely repair for IT requests and problems. Proactively implements corrective technical maintenance to ensure computing availability and uptime. Works with third parties to resolve user impacting events. Keeps end users apprised of the status of their request or problem. Assesses electronic health records (EHR) target areas for hardware and provides documentation for approval. Performs tests in these areas to ensure application build correct. Manages moves associated with EHR mapping.

MINIMUM QUALIFICATIONS:
High School Diploma or equivalent is required

Must have three (3) years experience with enterprise network, computing monitoring management systems, and ticketing systems

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