Work from Home
location_on Nashville, TN, United States
schedule Full-time • Work From Home
business_center Information Technology find_in_page Job ID: 2347078
share Share bookmark_border Save Job
Description
Introduction
Do you have the career opportunities as an Incident Response Tech WFH you want with your current employer? We have an exciting opportunity for you to join part of the nation’s leading provider of healthcare services, HCA Healthcare.
Benefits
HCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
- Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
- Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
- Free counseling services and resources for emotional, physical and financial wellbeing
- 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
- Employee Stock Purchase Plan with 10% off HCA Healthcare stock
- Family support through fertility and family building benefits with Progyny and adoption assistance.
- Referral services for child, elder and pet care, home and auto repair, event planning and more
- Consumer discounts through Abenity and Consumer Discounts
- Retirement readiness, rollover assistance services and preferred banking partnerships
- Education assistance (tuition, student loan, certification support, dependent scholarships)
- Colleague recognition program
- Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
- Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.
Our teams are a committed, caring group of colleagues. Do you want to work as an Incident Response Tech WFH where your passion for creating positive patient interactions is valued? If you are dedicated to caring for the well-being of others, this could be your next opportunity. We want your knowledge and expertise!
Job Summary and Qualifications
PLEASE NOTE – This is a WORK FROM HOME – Night Shift with alternating weekend coverage role
The Incident Response Tech is primarily responsible for providing triage and resolution services to all assigned business service and infrastructure availability incidents within HCA Healthcare 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 Healthcare division service desks and shared service centers, vendor representatives and other HCA Healthcare corporate departments while supporting our IT infrastructure and business services. Building strong relationships within ITG 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.
MAJOR RESPONSIBILITIES
- Monitors the health of IT infrastructure and business services while responding to all relative events and/or customer reports.
- Actively participates in and manages incident communication needs and expectations for customers and stakeholders.
- Utilizes routine triage documentation while diagnosing alerts/incidents to provide infrastructure and business service incident resolution services. 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; handling clients with a consummately professional attitude. Ensures timely resolution or escalation by communicating promptly on progress.
- Actively works to ensure ITG Service Level Agreements are met.
- Identifies and acts upon 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 ITG 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.
What qualifications you will need:
EDUCATION
Associate’s Degree in Information Systems or related field – Preferred
EXPERIENCE
1 or more years of experience in a relevant IT role – Preferred
LICENSES, CERTIFICATIONS & TRAINING
ITIL Foundation 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) – Preferred
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 – Preferred
A working knowledge of providing customer support using Service Central – Preferred
OTHER SKILLS & ABILITIES
- 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 Splunk 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
TRAVEL
The job may require travel from time- to-time, but not on a regular basis.
HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
“Bricks and mortar do not make a hospital. People do.”- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Incident Response Tech WFH opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.