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 creative 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 target

📌 Associate Ii Hyderabad (India)
🏢 HCA Healthcare - India
📍 India