Address
Form of workOverview
The Customer Support Specialist II has a proven record of top-tier support to their end users with high customer service, technical expertise, and timeliness. Customer Support Specialist II (CSS II) is the voice of the Information Technology department and serves as the customer advocate. The CSS II is a mentor on their team to other team members working on their proficiencies by setting the example of excellent customer advocacy. The CSS II is classified as essential personnel due to the importance of their role in ensuring all IT systems are consistently available to the clinical and business staff. The CSS II should always be the customers' first contact in resolving telephone, hardware, and wiring, application, and support issues. Promotes proper phone etiquette. The CSS 2 utilizes multiple approaches to ensure the most efficient resolution of their calls, such as remote access to workstations, and knowledge databases, routing the call to a higher tier of support, or opening a support ticket. The CSS II is also responsible for assisting with the coordination of IT Support work orders and projects. Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. The CSS II is responsible for practical training support of hospital employees, network clients, connected Huntsville Hospital Health System affiliates, and others dependent on the hospital network service.
The CSS II also monitors multiple platforms, devices, and applications in a large and complex local area network. Analyzes all daily activities for potential problem areas inside the network backup processes and works with the appropriate technical teams to avoid and/or resolve any issues. The CSS II is responsible for adhering to precise procedures for bringing mainframe systems down for maintenance. The CSS II is responsible for monitoring daily financial jobs within the mainframe. Responsible for the nightly reboots of CICS and the subsequent system jobs and opening of transaction files. Responsible for observing all GX93 and GX95 interface queues and the Interface display monitor inside the help desk area. CSS II monitors all Operations Jobs across multiple domains through various tools, including Olympus for the Cerner EMR. Dynamically enhances Company's success by taking advantage of learning and development opportunities and personally integrating positive actions to improve individual performance. We are looking for someone who has excelled in a team environment and is known for their energy, ambition, taking initiative and positive, can-do attitude. Accountable for preparing tapes for all tape-based backup systems and proper report preparation for off-site tape storage through the organization's third-party off-site secure vault. CSS II is responsible for assisting with the organization's Disaster Recovery process.
Qualifications
Education: Require Bachelor's degree from an accredited college or university with emphasis in Computer Science. Equivalent experience may be accepted in lieu of degree.
Experience: Proven Help Desk mentoring and leadership. Extensive proficiency in all HH supported applications and processes. Demonstrates the Mission, Vision and Values of our organization at all times.
Additional skills/abilities: Extensive Microsoft Office experience. Prior experience across multiple OS platforms and remote management software. A record of achieving and exceeding performance based metrics. Ability to assist with the facilitation of new hire training.
About Us
Highlights of our hospitals
Huntsville Hospital was recently named Best Regional Hospital and #2 in Alabama by U.S. News & World Report. With 971 beds, a specialized Orthopedic & Spine Tower, a Level III Regional Neonatal ICU, and the largest Emergency Department and Level 1 Trauma Center in the state with our own specialized Red Shirt Trauma Program, there are many opportunities to apply your knowledge and skills. We are a certified Primary Stroke Center and named "One of the Top 100 Hospitals in the Nation with Great Heart Programs." From six cath labs and four EP labs to multiple medical and step-down units, you can continually grow your skillset! We offer a training center on campus for continuing education, Shared Governance Program, Clinical Ladder for professional development, The Daisy Award, and if you are a new grad, a Nurse Residency Program to help you transition from student to professional nurse. We care about you and your well-being by offering an excellent benefits package, childcare, health and wellness programs, an onsite employee pharmacy, a free health clinic, tuition assistance, and much more. We are committed to creating a diverse environment and proud to be an equal opportunity employer. Ask us about incentives and additional opportunities.
Huntsville Hospital Benefits:
We are committed to providing competitive benefits. Our benefits package for eligible employees includes medical, dental, vision, life insurance, flexible spending; short term and long term disability; several retirement account options with 401K organization match; nurse residency program; tuition assistance; student loan reimbursement; On-site training and education opportunities; Employee Discounts to phone providers, local restaurants, tickets to shows, apartment application and much more!
Learn more about Huntsville Hospital Health System:
The Customer Support Specialist II has a proven record of top-tier support to their end users with high customer service, technical expertise, and timeliness. Customer Support Specialist II (CSS II) is the voice of the Information Technology department and serves as the customer advocate. The CSS II is a mentor on their team to other team members working on their proficiencies by setting the example of excellent customer advocacy. The CSS II is classified as essential personnel due to the importance of their role in ensuring all IT systems are consistently available to the clinical and business staff. The CSS II should always be the customers' first contact in resolving telephone, hardware, and wiring, application, and support issues. Promotes proper phone etiquette. The CSS 2 utilizes multiple approaches to ensure the most efficient resolution of their calls, such as remote access to workstations, and knowledge databases, routing the call to a higher tier of support, or opening a support ticket. The CSS II is also responsible for assisting with the coordination of IT Support work orders and projects. Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. The CSS II is responsible for practical training support of hospital employees, network clients, connected Huntsville Hospital Health System affiliates, and others dependent on the hospital network service.
The CSS II also monitors multiple platforms, devices, and applications in a large and complex local area network. Analyzes all daily activities for potential problem areas inside the network backup processes and works with the appropriate technical teams to avoid and/or resolve any issues. The CSS II is responsible for adhering to precise procedures for bringing mainframe systems down for maintenance. The CSS II is responsible for monitoring daily financial jobs within the mainframe. Responsible for the nightly reboots of CICS and the subsequent system jobs and opening of transaction files. Responsible for observing all GX93 and GX95 interface queues and the Interface display monitor inside the help desk area. CSS II monitors all Operations Jobs across multiple domains through various tools, including Olympus for the Cerner EMR. Dynamically enhances Company's success by taking advantage of learning and development opportunities and personally integrating positive actions to improve individual performance. We are looking for someone who has excelled in a team environment and is known for their energy, ambition, taking initiative and positive, can-do attitude. Accountable for preparing tapes for all tape-based backup systems and proper report preparation for off-site tape storage through the organization's third-party off-site secure vault. CSS II is responsible for assisting with the organization's Disaster Recovery process.
Qualifications
Education: Require Bachelor's degree from an accredited college or university with emphasis in Computer Science. Equivalent experience may be accepted in lieu of degree.
Experience: Proven Help Desk mentoring and leadership. Extensive proficiency in all HH supported applications and processes. Demonstrates the Mission, Vision and Values of our organization at all times.
Additional skills/abilities: Extensive Microsoft Office experience. Prior experience across multiple OS platforms and remote management software. A record of achieving and exceeding performance based metrics. Ability to assist with the facilitation of new hire training.
About Us
Highlights of our hospitals
Huntsville Hospital was recently named Best Regional Hospital and #2 in Alabama by U.S. News & World Report. With 971 beds, a specialized Orthopedic & Spine Tower, a Level III Regional Neonatal ICU, and the largest Emergency Department and Level 1 Trauma Center in the state with our own specialized Red Shirt Trauma Program, there are many opportunities to apply your knowledge and skills. We are a certified Primary Stroke Center and named "One of the Top 100 Hospitals in the Nation with Great Heart Programs." From six cath labs and four EP labs to multiple medical and step-down units, you can continually grow your skillset! We offer a training center on campus for continuing education, Shared Governance Program, Clinical Ladder for professional development, The Daisy Award, and if you are a new grad, a Nurse Residency Program to help you transition from student to professional nurse. We care about you and your well-being by offering an excellent benefits package, childcare, health and wellness programs, an onsite employee pharmacy, a free health clinic, tuition assistance, and much more. We are committed to creating a diverse environment and proud to be an equal opportunity employer. Ask us about incentives and additional opportunities.
Huntsville Hospital Benefits:
We are committed to providing competitive benefits. Our benefits package for eligible employees includes medical, dental, vision, life insurance, flexible spending; short term and long term disability; several retirement account options with 401K organization match; nurse residency program; tuition assistance; student loan reimbursement; On-site training and education opportunities; Employee Discounts to phone providers, local restaurants, tickets to shows, apartment application and much more!
Learn more about Huntsville Hospital Health System:
- Careers: https://careers.hhsys.org/careers-home
- Benefits: https://careers.hhsys.org/us/en/benefits
- Education & Professional Development: https://www.huntsvillehospital.org/education
- Life In Huntsville: https://www.huntsvillehospital.org/about-huntsville-al
