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ITS Field Support Spec I / IS Service Delivery

Requisition ID:


Business Unit:

Hartford HealthCare Corp.


Farmington, CT

Are you an HHC Employee? Click here to apply



Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: Monday -Friday 0800-1630 Rotating holidays and occasional Overtime

Work where every moment matters.

Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. 


The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.

With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system. 

Position Summary 

This position interacts with customers who have questions regarding intermediate and advanced infrastructure, hardware, software, network support and troubleshooting issues. Analyst provides first and second level support according to Information Services procedures for customers throughout the Hartford Health Care Corporation enterprise who are in need of assistance.  Position reports to the Team Leader.  Work from home opportunities available at the discretion of management.

Key Accountabilities

  • Works effectively as a team member both within and across the hospital system to promote and integrate Information Services through communication, cooperation and collaboration.
  • Models Hartford HealthCare Service Excellence behaviors in a fast paced environment. Answers all calls in a professional, courteous and timely manner according to department voice etiquette standards.
  • Analyze problem and determine direction to solution solving 70% or more of assigned incidents while showing detailed troubleshooting in the incident notes.
  • Identifies and troubleshoots problems via phone and remote access.   Resolves or contacts and assigns to tier II teams in accordance within established department standards.
  • Responsible for resolving complex problems – more in-depth knowledge of hardware, software, applications and infrastructure as defined in documentation.
  • Coordination of work effort among groups, vendors or customers when required for ticket resolution.
  • Create and assign work orders in addition to solving problem tickets.
  • Create knowledge base articles and train co-workers when required


  • Two or 4 years degree in and IT related fields preferred. A+ and Microsoft certifications are desirable.
  • Demonstrates advanced working knowledge of PC hardware, printers, and networking.
  • Knowledge and experience of the following IT systems is required:  Microsoft operating systems, Microsoft Office, Citrix and other IS infrastructure. Application experience with ITSM (BMC Remedy), Epic, Kronos and Cisco VPN is preferable. 
  • Must demonstrate strong interpersonal, verbal communication and problem solving skills and the ability to prioritize and work effectively in a team environment. 

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth.  Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children.  We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance.  Every moment matters.  And this is your moment.

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