Job Information

Providence Associate IS Technician in Lubbock, Texas


*We are currently offering* remote work from one of our footprint states which are inclusive of WA, OR, MT, CA, NV and or TX **

Providence is seeking an Associate IS Technician who will:

  • Be the initial point of contact responsible for accurately gathering details of reported IS incidents or requests from various intake methods.

  • Be responsible for resolving issues or escalating unresolved problems/issues/requests to the proper tier 2 and 3 support teams.

  • Have excellent customer service skills as well as technical troubleshooting abilities.

  • Operate 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.

  • Communications

  • 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.

In this position you will:

  • Follow defined processes when handling incidents and service requests in a professional manner using approved tools.

  • Troubleshoot caregiver issues and resolve upon first contact when able and escalates problems that can't be resolved to the appropriate group in a timely manner.

  • Able to perform Administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.

  • Identify and communicate trending issues as needed to peers, leaders, and other IS groups.

  • Keeps Supervisor or Manager apprised of workflow problems, project status and suggestions for process improvements.

  • Awareness and understanding of IS Support groups.

  • Understands and adheres to Quality Assurance KPI's.

  • Accurately record and document relevant details of the issue or service request.

Job Specific Knowledge, Skills and Abilities:

  • Ability to analyze information, evaluate results to choose the best solution and solve problems.

  • Strong verbal communication and listening skills.

  • Ability to exercise sound judgment and make decisions based on accurate and timely analysis.

  • Ability to work in a fast paced, dynamic environment.

  • Working knowledge of desktop software applications (e.g., MS Outlook, Word, Excel, Access, Internet, Email).

  • Proactively identifies areas of improvement within own area of work and discusses them with individual’s supervisor and/or team; applies learning from the past to plan improvements in existing processes and systems.

  • Applies various learning experiences (e.g., training, cross-departmental assignments) to identify underlying causes of problems and potential solutions; accepts challenges of unfamiliar assignments and actively seeks/constructively uses feedback.

  • Adapts the way in which a job is performed to respond to the circumstances and needs of the team; shares information with others; willingly participates towards the achievement of group goals.

  • Organizes plans well in advance, setting realistic targets, reviewing and monitoring progress; thinks through activities, allowing time for completion; demonstrates forward thinking about tomorrow’s issues.

  • Applies technical knowledge in basic to somewhat difficult situations to support project delivery; requires frequent guidance; demonstrates familiarity with concepts, processes and requirements.

Required Qualifications:

  • Associate's Degree in Healthcare, Information Technology, General Studies -or- equivalent educ/experience

Preferred Qualifications:

  • ITIL Foundations within 2 years of hire

  • HDI Customer Service Representative within 2 years of hire

  • 2 years Call center experience, customer service, IT

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 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: 120973
Company: Providence Jobs
Job Category: Operations & Support
Job Function: Information Technology
Job Schedule: Full time
Job Shift: Day
Career Track:
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.