Work where every moment mattersEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole rather than a single member organizationWith the creation of our new umbrella organization we now have our own identity with a unique payroll benefits performance management system service recognition programs and other common practices across the systemPosition SummaryThis position interacts with customers who have questions regarding intermediate and advanced infrastructure hardware software network support and troubleshooting issues Analyst provides first and second level support according to Information Services procedures for customers throughout the Hartford Health Care Corporation enterprise who are in need of assistance Position reports to the Team Leader Work from home opportunities available at the discretion of managementKey AccountabilitiesWorks effectively as a team member both within and across the hospital system to promote and integrate Information Services through communication cooperation and collaborationModels Hartford HealthCare Service Excellence behaviors in a fast paced environment Answers all calls in a professional courteous and timely manner according to department voice etiquette standardsAnalyze problem and determine direction to solution solving or more of assigned incidents while showing detailed troubleshooting in the incident notesIdentifies and troubleshoots problems via phone and remote access Resolves or contacts and assigns to tier II teams in accordance within established department standardsResponsible for resolving complex problems ndash more in depth knowledge of hardware software applications and infrastructure as defined in documentationCoordination of work effort among groups vendors or customers when required for ticket resolutionCreate and assign work orders in addition to solving problem ticketsCreate knowledge base articles and train co workers when requiredWork where every moment mattersEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole rather than a single member organizationWith the creation of our new umbrella organization we now have our own identity with a unique payroll benefits performance management system service recognition programs and other common practices across the systemPosition SummaryThis position interacts with customers who have questions regarding intermediate and advanced infrastructure hardware software network support and troubleshooting issues Analyst provides first and second level support according to Information Services procedures for customers throughout the Hartford Health Care Corporation enterprise who are in need of assistance Position reports to the Team Leader Work from home opportunities available at the discretion of managementKey AccountabilitiesWorks effectively as a team member both within and across the hospital system to promote and integrate Information Services through communication cooperation and collaborationModels Hartford HealthCare Service Excellence behaviors in a fast paced environment Answers all calls in a professional courteous and timely manner according to department voice etiquette standardsAnalyze problem and determine direction to solution solving or more of assigned incidents while showing detailed troubleshooting in the incident notesIdentifies and troubleshoots problems via phone and remote access Resolves or contacts and assigns to tier II teams in accordance within established department standardsResponsible for resolving complex problems ndash more in depth knowledge of hardware software applications and infrastructure as defined in documentationCoordination of work effort among groups vendors or customers when required for ticket resolutionCreate and assign work orders in addition to solving problem ticketsCreate knowledge base articles and train co workers when requiredTwo or years degree in and IT related fields preferred A and Microsoft certifications are desirableDemonstrates advanced working knowledge of PC hardware printers and networkingKnowledge and experience of the following IT systems is required Microsoft operating systems Microsoft Office Citrix and other IS infrastructure Application experience with ITSM BMC Remedy Epic Kronos and Cisco VPN is preferableMust demonstrate strong interpersonal verbal communication and problem solving skills and the ability to prioritize and work effectively in a team environmentWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this is your momentTwo or years degree in and IT related fields preferred A and Microsoft certifications are desirableDemonstrates advanced working knowledge of PC hardware printers and networkingKnowledge and experience of the following IT systems is required Microsoft operating systems Microsoft Office Citrix and other IS infrastructure Application experience with ITSM BMC Remedy Epic Kronos and Cisco VPN is preferableMust demonstrate strong interpersonal verbal communication and problem solving skills and the ability to prioritize and work effectively in a team environmentWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this is your moment