About the role

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 Created / Last Revised: - Job Code: - Position 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. 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.

Education & Experience:

Bachelor’s degree in engineering, Computer Science, Information Technology, or any related discipline.
Experience
2–4 years of experience in IT Operations, End User Computing, Desktop Engineering, or Enterprise IT Support.

Must Have Skills:

Microsoft Intune
Microsoft Entra ID (Azure AD)
Windows 10/11 Administration
Microsoft 365 Administration
ServiceNow
Active Directory
SCCM
Windows Autopilot
Windows 365 Cloud PC
Cisco Webex
Microsoft Teams
Endpoint Security Solutions
IT Asset Management
CMDB Management

Nice to Have Skills: The ideal candidate should possess knowledge and experience in:

Microsoft Windows Administration
Microsoft Intune Device Management
Microsoft Entra ID
Microsoft 365 Administration
ServiceNow Incident & Request Management
Windows Imaging and Deployment
Endpoint Security
Hardware Troubleshooting
Desktop & Laptop Support
Network Troubleshooting (LAN/WAN/Wi-Fi/VPN)
Active Directory Administration
IT Asset Management
CMDB Fundamentals
Microsoft Teams & Cisco Webex Support
Windows 365 Cloud PC
Basic PowerShell scripting (preferred)
ITIL Foundation knowledge (preferred)

Licenses, Certifications & Training: N/A Knowledge, Skills, Abilities, Behaviors:

Excellent analytical and troubleshooting skills.
Strong customer service orientation.
Effective verbal and written communication skills.
Ability to prioritize multiple tasks in a fast-paced environment.
Strong collaboration and teamwork.
Problem-solving mindset.
Ownership and accountability.
Continuous learning attitude.
Ability to work independently with minimal supervision.
Rotational shifts include weekends and holidays as per business requirements.
On-call support during critical incidents and maintenance activities.
Ability to support office moves, technology deployments, and hardware installations.
Prolonged sitting and standard office environment.
Occasional travel within office locations based on project requirements.

KEY PERFORMANCE INDICATORS (KPIs)

Incident SLA Compliance
First Time Resolution (FTR)
Customer Satisfaction (CSAT)
Device Compliance Score
Asset Inventory Accuracy
Change Success Rate
Request Fulfillment Time
Knowledge Article Contributions
CMDB Data Accuracy
Automation & Process Improvement Initiatives

Associate II - IT Operations

About the role

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