Associate II - IT Operations

Job Summary

At HCA Healthcare Information Technology Group (ITG), technology plays a critical role in supporting patient care by delivering secure, reliable, and innovative IT services. As an Associate II - IT Operations, you will be responsible for providing Level 2 operational support for end-user computing, collaboration technologies, IT infrastructure, and enterprise applications. The role focuses on incident resolution, service restoration, operational excellence, and continuous improvement while ensuring high levels of customer satisfaction.

Associate II will work closely with global IT teams, vendors, and business stakeholders to support daily IT operations, participate in projects, and contribute to improving service delivery through automation, monitoring, and process enhancements.

General Position Information

• Reports directly to (Title): Technical Lead / Assistant Manager - IT Operations
• Matrix reports to (Title): As applicable based on functional alignment
• Direct Reports: Individual contributor; no direct reports

Responsibilities

End User Support

• Provide Level 2 support for end-user computing devices including desktops, laptops, peripherals, and mobile devices.
• Troubleshoot hardware, software, operating system, and application-related issues.
• Support Windows 11, Microsoft 365, Microsoft Windows 356, Microsoft Teams, Outlook, OneDrive, and enterprise applications.
• Perform hardware deployments, replacements, upgrades, and asset lifecycle activities.

Endpoint Device Management

• Manage devices using Microsoft Intune, Microsoft Entra ID, SCCM, and Autopilot.
• Monitor device compliance, security policies, and software deployment.
• Assist in endpoint configuration, BIOS, firmware, and driver updates.
• Support Windows imaging and provisioning activities.

IT Service Management

• Handle incidents, service requests, and problem tickets through ServiceNow.
• Ensure adherence to SLA and KPI targets.
• Perform root cause analysis for recurring incidents.
• Maintain accurate documentation and knowledge articles.
• Participate in Change Management activities following ITIL practices.

Infrastructure Collaboration Support

• Support network connectivity including LAN, Wi-Fi, VPN, DNS, DHCP, and Active Directory.
• Troubleshot Microsoft Teams, Cisco Webex, and conferencing room technologies.
• Support Windows 365 Cloud PC and Virtual Desktop Infrastructure (VDI).
• Coordinate with infrastructure teams for escalated issues.

Asset CMDB Management

• Maintain accurate IT asset inventory.
• Support CMDB reconciliation and asset discovery activities.
• Ensure hardware and software records remain up to date.
• Participate in asset audits and lifecycle management.

Monitoring Operational Excellence

• Monitor IT infrastructure health using enterprise monitoring tools.
• Participate in proactive issue identification and preventive maintenance.
• Identify opportunities for automation and process improvement.
• Assist in implementing operational best practices.

Project Support

• Support IT infrastructure rollouts and migration projects.
• Assist with office expansions, technology refreshes, and deployment activities.
• Coordinate with vendors during installations and implementations.
• Participate in testing new technologies before production rollout.

Documentation Reporting

• Maintain technical documentation, SOPs, and operational runbooks.
• Prepare operational dashboards and service reports.
• Track recurring issues and recommend corrective actions.

Customer Service

• Deliver exceptional customer support with strong communication skills.
• Coordinate with business users and global IT teams.
• Ensure timely resolution of incidents and requests.
• Escalate issues appropriately while maintaining ownership.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.