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IT@2X
J184232

IT Infrastructure Analyst Call Center

Highmark Health

  • Company Hignmark Health
  • Home, PA
  • IS/IT
  • Full time

Company :

Highmark Health

Job Description : 

JOB SUMMARY

This job is responsible for the physical delivery and ongoing support of products/services, applications, network systems and overall solutions.  Performs tasks including, but not limited to, systems software upgrades, workstation setups and server configurations.  Maintains software and hardware inventories.  Provides operational support and analysis for the organizations information systems and peripheral equipment, such as servers, desktops, printers and storage devices.  Performs recovery procedures, scheduling and backups, and monitors batch processes.

ESSENTIAL RESPONSIBILITIES

  • Perform operational support of IT Infrastructure technology including, but not limited to, network, security, messaging, storage, voice, etc.
  • Perform analysis and resolve problems to restore normal IT Infrastructure operational levels.
  • Complete project tasks to enable the on time, within budget and scope delivery of IT Infrastructure projects. 
  • Assure compliance to required standards, procedures, guidelines and processes.
  • Configuration and support of contact center applications (telephony infrastructure)
  • Designing and programming call routing solutions

  • Troubleshooting and resolution of technical issues

  • Projects as assigned

  • On-call rotation for contact center support - Must be available for occasional technical support outside of normal business hours.

  • Other duties as assigned or requested.

EDUCATION

Required

  • High School Diploma or equivalent required

Preferred

  • None

EXPERIENCE

Required

  • 1-3 years of experience in Information Technology

Preferred

  • Preferred telephony experience with Avaya CM (Contact Center Elite or Oceana) ACD, including hunt groups, call flows, vectoring, queuing, and AT&T RouteIT
  • Preferred experience including call recording, voice analytics, work force management applications

  • Ability to prioritize work and meet tight deadlines when required

Language (Other than English)

None

Travel Requirements

0% - 25%

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity ( http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice


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