Provides first-level computer support over the phone for problem management and resolution as well as requests for IS service delivery. Assesses each customer request and either resolves the requests or forwards them on to the appropriate IS support representative. Monitors performance of the production network, systems and infrastructure. Identifies and manages problems and isolates root causes. Monitors applications, databases, systems and infrastructure components ensure Service Level Agreements are met. Identifies trends leading to problems and proactively takes action to initiate immediate problem management activities. Provides problem and event coordination, notification, escalation and resolution within the IT infrastructure. Assists with systems operation, monitoring initializations, and backups, job scheduling and other assigned tasks. Provides assistance and guidance to other Team Members. Key Relationships Reports to: Manager, Information Services Operations Candidate Qualifications Candidates for the position will be evaluated according to the following criteria and competencies. High School Diploma required. Bachelors preferred. 2-4 years' experience in Service Desk required. A Certification preferred. Understands basic concepts of Information Services. Previous Phone support experience required. Recommends experience working in a Network Operations Center. Requires the ability to work any shift or day as needed by management. Indiana University Health is unlike any other healthcare system, and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states. IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana. Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.