Job Information

Providence Associate IS Support Technician: Help Desk (Remote) in Lubbock, Texas


The Associate IS Support Technician is the initial point of contact responsible for accurately gathering details of reported IS incidents or requests from various intake methods. Responsible for resolving issues or escalating unresolved problems/issues/requests to the proper tier 2 and 3 support teams. Requires excellent customer service skills as well as technical troubleshooting abilities. Operates in a fast paced, high volume environment and requires the ability to multi-task between various applications and systems.

Customer Service

  • Takes personal responsibility for customer satisfaction.

  • Professionally represents the 'Face and voice of IS' in difficult situations.

  • Consistently strives to listen, understand, and support the needs of others in a sensitive manner.


  • Performs challenging tasks efficiently and effectively.

  • Anticipates problems and takes corrective action prior to completing the task.

  • Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.

Problem Solving

  • Strong attention to detail and outstanding analytical skills.


  • Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.

Flexibility and response to change

  • Proven ability to organize multiple efforts and to respond to shifting priorities.

  • Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.


  • Listens with sensitivity and openness.

  • Actively seeks constructive feedback and remains open and receptive to it.

  • Anticipates the information needs of others.

  • Proven skills in communicating with clinical and technical customers.

Required qualifications for this position include:

  • Associate's Degree in Healthcare, Information Technology, General Studies -OR- a combination of equivalent education or experience.

Preferred qualifications for this position include:

  • 2 years of call center, customer service and or IT experience

  • ITIL Foundations preferred within 2 years

  • HDI Customer Service Representative within 2 years

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Requsition ID: P361342
Company: Providence Jobs
Job Category: Operations & Support
Job Function: Information Technology
Schedule: Full time
Shift: Day
Career Track: Technical/Skilled Support
Department: 4011 SS IS STE SRVC DESK
Address: TX Lubbock 3615 19th St

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.