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Tech Support Center Specialist

Parkland Health and Hospital System Dallas, TX
  • Posted: August 24, 2019
  • Full-Time

Looking for your next opportunity? If so, choose Parkland and discover what a meaningful job feels like. Whether you work directly with patients or use your talent to support our care, you’ll be part of a team that’s providing valuable health services to Dallas County residents. And here, you’ll have the opportunity to put all your skills to work, and the support to grow and advance in your job and your field. Step into a career that will make a substantial difference for our patients—and for you. We blend cultures, talents, and experience into an exemplary health and hospital system.  Parkland has earned distinction as one of America’s Best Hospitals by U.S News and World Report every year since 1994.

PRIMARY PURPOSE

Monitors and coordinates the overall technical, reporting and project activities of the team, including participating with workforce management, and IT service management. Assists manager with disseminating new information, including statistics and results. Acts as the point of contact and escalation for the TSC while the department Team Lead and Team Manager is unavailable.

MINIMUM SPECIFICATIONS Education: - Prefer Bachelor's degree in Computer Science, Telecommunications, Information Systems, or a related field. May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

Experience: - Must have 3-5 years of experience in a large, enterprise IT operations environment. - Must have experience in call center reporting and call center activities. Equivalent Education and/or Experience: - Certification/Registration/Licensure: - Prefer ITIL (Information Technology Infrastructure Library) certification.

Skills or Special Abilities: - Must be able to effectively plan, deliver, operate and control call center reporting. - Must be able to work closely with colleagues, peers, and leaders throughout the hospital to deliver a quality customer experience. - Must be able to develop reporting solutions to identify trends and opportunities within and outside the department and then communicate the results clearly and completely to customers and management. –

Must have experience with call center work force management (WFM) tools and/or methods to proactively report on and advise management of potential staffing deficiencies or performance factors that may impact operational performance. - Must be able to collaborate with other Parkland IT departments to support technology implementations (e.g. Technical Services, Desktop Support, Telecommunications, End User Communications) –

Must have ability to work independently, excellent organizational, written and verbal communication skills. - Must have ability to work on special projects; maintain service management tools, troubleshoot, identify and resolve problems related to IT systems, applications and devices. - Must be customer service oriented; and manage time to meet the demands of the call center environment. - Must be able to problem solve and have excellent critical thinking skills - Must be able to participate during IT service interruptions and outages to assist in identifying root cause for issues and incorporate findings into the problem resolution and management process.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.

Parkland Health and Hospital System

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