Providence Health & Services Associate IS Support Technician - Service Desk in Lubbock, Texas
Providence St. Joseph Health is calling an Associate IS Support Technician - Service Desk to our location in Lubbock, TX.
We are seeking an Associate IS Support Technician to be responsible for accurately gathering details of reported IS incidents or requests from various intake methods. Responsible for resolving issues or escalating unresolved problems/issues/requests to the proper tier 2 and 3 support teams. Requires excellent customer service skills as well as technical troubleshooting abilities. Operates in a fast paced, high volume environment and requires the ability to multi-task between various applications and systems.
In this position you will have the following responsibilities:
Demonstrate 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.
Troubleshoot caregiver issues and resolve upon first contact when able and escalates problems that can't be resolved to the appropriate group in a timely manner.
Able to perform Administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.
Identify and communicate trending issues as needed to peers, leaders, and other IS groups.
Keep Supervisor or Manager apprised of workflow problems, project status and suggestions for process improvements.
Understand and adhere to Quality Assurance KPI's.
Accurately record and document relevant details of the issue or service request.
Perform other duties as required or requested.
Required qualifications for this position include:
Associate's Degree in Healthcare, Information Technology, General Studies or equivalent education or experience.
Ability to analyze information, evaluate results to choose the best solution and solve problems.
Strong verbal communication and listening skills.
Ability to exercise sound judgement and make decisions based on accurate and timely analysis.
Ability to work in a fast paced, dynamic environment.
Working knowledge of desktop software applications (e.g. MS Outlook, Word, Excel, Access, Internet, Email).
Preferred qualifications for this position include:
Atleast two (2) years of Call center experience, customer service, IT.
Two (2) years of ITIL Foundations.
Two (2) years of HDI Customer Service Representative.
About the department you will serve.
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Infrastructure
Req ID: 308812