Job Description:

This position within the Client Technology Services (CTS) area of the IT Operations organization provides day-to-day support on Incident Management processes related to systems and applications support. Provides support to (as a member of the clients Service Desk; aka: Help Desk), IT, and all Business areas for Incident Management processes, Root Cause Analysis, and HealthChecks with little supervision. Provides support for day-to-day systems and applications for IT, Business, Members, Providers, Brokers, Third Party Administrators, and Partners (RealMED, ACS, Argus, etc). Resolves non-routine issues and responsible for initiating resolutions as they arise based on experience and knowledge.

Provides support Monday through Friday: 9:00 a.m. to 6:00 p.m.

Category	Name	Importance
Administrative	Technical Writing	2
Miscellaneous	Customer Focused	1
Miscellaneous	e-Commerce	2
Packaged Applications	Microsoft	2
Specialties	Client/Server	1
Technical	Citrix	2
Technical	Customer Service	1
Technical	Mainframe	1
Voice/Data Network Engineering Support	Data Center Operations	1

Additional Skills:

 Familiar with BMC Service Desk Express or other popular incident management tools.
• Familiar with general web site usage or web portals, e-commerce or e-business web site support.
• Familiar with ITIL processes and environment.

Applicable Skills:
help desk, technical, support, healthcare, INCIDENT, BMC