Highmark Health Sr IT Infra Representative in Camp Hill, Pennsylvania

Description

GENERAL OVERVIEW:

Takes the lead in providing technical support to internal and external users of more complex IT Infrastructure (e.g. PC’s, servers, mainframes, etc.). Takes the lead in answering more complex questions regarding system procedures, online transactions, systems status and downtime. Takes the lead in more complex interactions with various IT areas in order to restore service and/or identify problems. Takes the lead in maintaining a more complex troubleshooting tracking log ensuring timely resolution of problems. May mentor less experienced team members.

ESSENTIAL RESPONSIBILITIES:

  • Perform service desk support activities related to the exchange of electronic data, including; direct communication with external customer and trading partners, documentation of interactions and requests, provide detailed issue resolution or escalation to the responsible IT area or vendor.

  • Perform detailed analysis of electronic transaction data to ensure internal and external compliance with corporate and industry electronic standards, specifications and guidelines (e.g. Health Insurance Portability & Accountability Act (HIPAA), Simple Object Access Protocol (SOAP), etc.).

  • Create and maintain system-based user profiles, enabling customer access to HMHS eBusiness systems. Process user access and maintenance requests, including direct communication with external customers.

  • Verification and closure of requests to ensure all documentation is correct and accurate.

  • Assure compliance with required standards, procedures, guidelines and processes.

  • Perform call documentation and determine IT service request type.

  • Log and classify incident and impact and provide feedback for potential problem identification.

  • Other duties as assigned or requested.

QUALIFICATIONS:

Education, Licenses/Certifications, and Experience

Minimum

  • High School Diploma or equivalent is required

  • 3-5 years experience in Information Technology

Preferred

ITSM experience

Health insurance experience

Customer support experience

SCOPE OF RESPONSIBILITY

Does this role supervise/manage other employees?

No

WORK ENVIRONMENT

Is Travel Required?

No

Physical Demands

This job requires the ability to work as a team member. Additionally, this job requires the willingness and ability to report to work on a regular and timely basis and may require irregular work hours, holidays and/or weekends.

Note: Job duties and responsibilities support separation of duties across multiple users

REQNUMBER: J125344

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled