Does the statement "improve People, Process, and Technologyin that order" resonate with you? Are you looking to make a difference in the lives of the communities we serve by transforming the healthcare experience through innovative healthcare solutions?
The KHN Information Systems Division will offer opportunities for you to apply your expertise to proven business frameworks that deliver value to the organization and beyond; in a highly trustworthy, innovative, caring, competent and collaborative environment.
Responsibilities & Requirements
Receive end user IS support calls and support/incident tickets through the Incident Management system.
Provide support of systems, network and end users as necessary
Following predefined scripts, identify problems and determine whether 1st level support can address the issue.
Resolve 1st level support issues through remote desktop tools and communication with end users.
Use iSupport wikis, department documentation, and help from iSupport Analysts to help troubleshoot and correct issues.
Escalate issues that cannot be addressed by 1st level support to the correct IS team/area.
Monitor and follow-up on escalated issues to ensure they are timely resolved.
Maintain a comprehensive working knowledge of KHN applications and systems to troubleshoot a wide variety of technology issues.
Monitor systems. Escalate hardware and software issues to systems administrators, vendors, or other IS teams as required.
Execute departmental processes and procedures as it relates to downtime, communication, and any other situational pertinent events.
Assist with special projects as assigned
Must have a minimum of 2 years of Customer service experience
Effective analytical abilities and technical skills to isolate problems, fix immediate needs
Kettering Medical Center Network