IS Operations Specialist I

Concentra - Addison, TX

Full-time - Entry Level

Addison, TX

Ambulatory Health Care Services

About the position

Overview: Are you looking for a career that transcends the ordinary? At Concentra, we offer opportunities beyond patient care. As a valued member of our team, you'll be part of our efforts to provide exceptional service to our employer clients and exceptional care to their employees. Our values define our path forward - always working to ensure welcoming, respectful, and skillful care. Join Concentra, and see what makes us different and better. The IS Operations Specialist I is responsible for monitoring and following runbooks supporting IS Infrastructure and applications, working closely with other teams upon discovery. In addition, they will deliver quality customer service and perform daily incident and task management. This role supports the day-to-day operations of the data center and monitoring of environmental infrastructure. The areas of responsibilities include completion of assigned incidents and tasks, responding to monitoring alerts, updating monitoring systems, troubleshooting and documenting technical issues, and interfacing with end users and business customers. This position must coordinate and communicate with other IS resources who are assigned to support application issues and project tasks. They also work with vendors on network and application issues and act as a liaison between technical teams and vendors to drive resolution of issues.

Responsibilities

• Onsite coverage required to follow established run books while monitoring application and infrastructure environments.
• Support includes but is not limited to, application, end user hardware and software, network connectivity and data center systems.
• Perform physical walk-throughs, data center tape rotations and pickup coordination.
• Collect data from alerts, end-user reports and escalations.
• Triage proper escalation procedures as needed, per run books.
• Review open incidents and tasks, in alignment with supervisor direction, to ensure service level objectives are met.
• Keep impacted users up to date with updates.
• Follow guidelines and training as new or updated monitoring responsibilities are onboarded to the Network Operations Center.
• Log all issues promptly and accurately with detailed up-to-date information.
• Meet expected levels of quality during quality checks with coaching and direction from supervisor.
• Engage with others to provide timely communication and escalation of customer impacting problems.
• Initiate escalation, as appropriate, to ensure management awareness of severe problems or those exceeding documented targets.
• Assist with end user support by following phone and incident management guidelines to answer, document, and resolve or escalate Solution Center calls when scheduled to handle Solution Center overflow.
• Perform an effective hand off to Network Operations Center colleagues on all open issues at shift start and end.
• Contribute ideas and suggestions for improving policies and procedures, as well as participate in relevant information sharing discussions.

Requirements

• Education Level: Associate Degree
• Customarily has at least the following experience: Less than 6 months
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism.
• Ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies.
• Excellent verbal and written communication skills.
• Demonstrated ability to ask questions, take notes and learn new concepts, techniques and procedures.
• Excellent analytical and problem solving skills are essential.
• Ability to work with multiple teams and vendors to drive resolution.
• Resourceful - utilize all tools, expertise and knowledge bases to drive resolutions.
• Must possess a personal sense of urgency.
• Ability to effectively multi-task and prioritize.
• Excellent time management and organizational skills.
• Attention to detail.
• Dependable to consistently fulfill shift and schedule expectations.
• Ability to think outside the box.
• Willingness and ability to adapt to change.

Benefits

• Commuter assistance
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Vision insurance
• 401(k) matching
• Employee discount
• Referral program