At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality.
Ranked 63 in Fortune 500
Competitive Fortune 100, industry matched salaries and yearly merit increase
Computerworld Top 50 Best Places to Work in IT annually since 2009
Named one of the "World's Most Ethical Companies" annually since 2010
106 HCA hospitals are on The Joint Commission's list of top performers on key quality measures.
The Incident Response Tech is primarily responsible for providing triage and resolution services to all assigned business service and infrastructure availability incidents within HCA and all other supported business units and affiliates. This support includes monitoring, triaging, prioritizing, researching and resolving business service and infrastructure incidents or service requests which, if left unresolved, could affect patient care or revenue.
They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments while supporting our IT infrastructure and business services. Building strong relationships within IT&S by working across organization boundaries to resolve service and
infrastructure issues, they will be required to continually expand knowledge of current and upcoming products.
The Incident Response Tech provides support during and after normal business hours (nights,weekends & holidays) as required.
Monitors the health of IT infrastructure and business services while responding to all alerts generated by our monitoring tools and/or customers reports. Utilizes routine triage documentation while diagnosing incidents. Documents resolutions or work completed to alerts/tickets in a defined and standardized method to ensure trending and categorization is available.
Creates a positive client support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling clients with a consummately professional attitude.
Provides infrastructure and business service incident resolution services for all lines of business across a wide array of technologies.
Actively works to ensure IT&S Service Level Agreements are met.
Actively participates in and manages incident communication needs and expectations for customers and stakeholders.
Identifies opportunities to enhance triage procedures based on overall technical knowledge and experience.
Expands current and upcoming product knowledge.
Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards.
Participates in IT&S and departmental project activities or other duties as assigned such as:
attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.
RELEVANT WORK EXPERIENCE
Less than 1 year
High School Graduate/Equivalent
OTHER / SPECIAL QUALIFICATIONS
Experience with network fundamentals and performance principles, including a firm understanding of TCP/IP protocols.
Strong understanding of virtual technology, such as, Microsoft HyperV, VmWare ESX, IBM LPARs, VIO servers, and micro-partitions is highly desirable.
Written and verbal communication skills and the ability to work collaboratively are essential
Understanding and experience with operating system concepts and practical implementation of those fundamentals
Experience with monitoring tools, such as BMC ProactiveNet or Microsoft System Center Operations Manager.
Ability to monitor, resolve, and escalate alerts appropriately
A knowledge of Active Directory/NT Account administration
Demonstrated ability and desire to learn line of business and business terminology
Demonstrated analytical and problem solving skills
Ability to judge severity of issues and use discretion in obtaining required services
Ability to work independently with minimal direct supervision
Ability to succinctly communicate verbally and in a variety of media
Strong interpersonal relationship skills and the ability to work with a team
DESIRED TECHNICAL SKILLS
Certification in one or more of the following: Microsoft (MCSA, MCSE, MCITP), VMware (VCP, VCAP), Citrix (CCA, CCAA), Comptia (A , Network , Security ), AIX Admin, Red Hat RHCSA, Cisco (CCNA)
Specific platform knowledge in multiple areas is desired: Windows Server 2008 or higher, Unix, AIX 6.X & 7.X, Red Hat Linux 6.X & 7.X.Support of SAN-attached devices and tools such as HDLM, PowerPath, and Fast-T.
Customer service training or experience
A working knowledge of providing customer support using BMC's Remedy
PHYSICAL DEMANDS/WORKING CONDITIONS
This job is a largely sedentary role (although the desks do allow standing and you can switch from sitting to standing as often as desired) operating in a typical office setting, routinely using standard office equipment such as computers and phones and requiring speaking, hearing, typing and fine motor dexterity. It does required long shifts (12 hrs) at night, holiday and weekend work.