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Senior IS Support Technician PSJH

Company: Providence Health & Services
Location: Lubbock
Posted on: May 3, 2021

Job Description:

Providence St. Joseph Health is calling a Senior IS Support Technician PSJH to our location in Lubbock, TX.

We are seeking a Senior IS Support Technician PSJH who will handle all of IS Support Technician duties and more. Also serves as an escalation point for IS Support Technician I and II in any capacity needed. Effectively handles any elevated request or incident that requires a higher level of access or expertise to resolve. Works with mission-critical and sensitive data throughout the enterprise during the course of their daily work as well as 2nd level support to resolve issues. Responsible for ensuring shift changes and hand offs run smoothly and clearly. Approves content and format of support documentation and knowledge articles. Coordinate with NOC during Major Incidents or downtimes. May provide after-hours support and on call as required. Requires excellent customer service and advanced technical troubleshooting abilities and a demonstrated ability to lead others. Operates in a fast paced, high volume environment and requires the ability to multi-task between various applications and systems while keeping in constant communication with the key relationships.

In this position you will have the following responsibilities:

  • Demonstrates Providence St. Joseph Health core values of Compassion, Dignity, Justice, Excellence and Integrity in all interactions.
  • Follow defined processes when handling incidents and service requests in a professional manner using approved tools.
  • Works with project stakeholders to gather, document and maintain project requirements, scope, project schedules and implementation plans.
  • Maintains a superior degree of customer service for all internal and external clients and groups.
  • Identify and communicate trending issues as needed to peers, leaders, and other IS groups.
  • Keeps Supervisor or Manager apprised of workflow problems, project status and suggestions for process improvements.
  • Awareness and understanding of IS Support groups.
  • Assess and prioritize tasks throughout the day based on business need and work with available resources to minimize caregiver impact.
  • Effectively communicates ongoing and potential issues to staff while maintaing a superior degree of customer service. Understands and adheres to Quality Assurance KPI's.
  • Performs other duties as required or requested.

Required qualifications for this position include:

  • Bachelor's Degree in Healthcare, Information Technology, General Studies or equivalent education/experience.
  • 5 years call center experience, customer service, IT.

Preferred qualifications for this position include:

  • 6 years call center experience, customer service, IT.
  • ITIL Foundations within 2 years upon hire.
  • HDI Technical Support Professional within 2 years upon hire.

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Keywords: Providence Health & Services, Lubbock , Senior IS Support Technician PSJH, Other , Lubbock, Texas

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