Incident Response Tech in Nashville, Tennessee, United States
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HCA Healthcare

Incident Response Tech

Nashville, TN, United States
Full-time • Nights > 10 Hrs/Wkends Rotate
Information Technology   Job ID: 42268
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Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a(an) Incident Response Tech with HCA Healthcare you can be a part of an organization that is devoted to giving back!


We are committed to providing our employees with the support they need. At HCA Healthcare, we offer eligible colleagues an attractive benefit package that includes medical, wellbeing, dental and vision benefits along with some unique benefits including:

  • Medical, Dental, Vision, Life Insurance and Flexible Spending
  • Paid Time Off (PTO) and Personal Leave
  • 401K(100% annual match - 3% to 9% of pay based on years of service)
  • Academic Assistance and Reimbursements for Tuition and Student Loans
  • Employee Discounts including Tickets, Retail, Mental Health Apps, Education Apps, Identity Theft Protection etc.
  • HomeAuto, and Pet Insurance
  • Employee Stock Purchase Program (ESPP)
  • Short Term Long Term Disability coverage
  • Adoption Assistance
  • Legal Benefits and lots more!

Learn more about Employee Benefits

Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the HCA Healthcare family! We will give you the tools and resources you need to succeed in our organization. We are looking for an enthusiastic Incident Response Tech to help us reach our goals. Unlock your potential!

Job Summary and Qualifications

Position Summary 

The Incident Response Tech is primarily responsible for providing triage and resolution services to all assigned business service and infrastructure availability incidents within HCA and all other supported business units and affiliates. This support includes monitoring, triaging, prioritizing, researching and resolving business service and infrastructure incidents or service requests which, if left unresolved, could affect patient care or revenue. They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments while supporting our IT infrastructure and business services. Building strong relationships within IT&S by working across organization boundaries to resolve service and infrastructure issues, they will be required to continually expand knowledge of current and upcoming products. The Incident Response Tech provides support during and after normal business hours (nights, weekends & holidays) as required. 

Major Responsibilities: 

  • Monitors the health of IT infrastructure and business services while responding to all alerts generated by our monitoring tools and/or customers reports. Utilizes routine triage documentation while diagnosing incidents. Documents resolutions or work completed to alerts/tickets in a defined and standardized method to ensure trending and categorization is available. 
  • Creates a positive client support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling clients with a consummately professional attitude.
  • Provides infrastructure and business service incident resolution services for all lines of business across a wide array of technologies.
  • Actively works to ensure IT&S Service Level Agreements are met.
  • Actively participates in and manages incident communication needs and expectations for customers and stakeholders.
  • Identifies opportunities to enhance triage procedures based on overall technical knowledge and experience.
  • Expands current and upcoming product knowledge. 
  • Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards. 
  • Participates in IT&S and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc. 

Education & Experience:

  • Associate's degree in Information Systems or related field Preferred 
  • 1 or more years of experience in a relevant IT role Preferred Or equivalent combination of education and/or experience 

Licenses, Certifications, & Training:

  • ITIL Foundation certification Certification in one or more of the following: Microsoft (MCSA, MCSE, MCITP), VMware (VCP, VCAP), Citrix (CCA, CCAA), Comptia (A+, Network+, Security+), AIX Admin, Red Hat RHCSA, Cisco (CCNA)• Specific platform knowledge in multiple areas is desired: Windows Server 2008 or higher, Unix, AIX 6.X & 7.X, Red Hat Linux 6.X & 7.X.Support of SAN-attached devices and tools such as HDLM, PowerPath, and Fast-T.
  • Customer service training or experience 
  •  A working knowledge of providing customer support using Service Central 
Preferred Knowledge, Skills, Abilities, Behaviors: 
  • Experience with network fundamentals and performance principles, including a firm understanding of TCP/IP protocols. 
  • Strong understanding of virtual technology, such as, Microsoft HyperV, VmWare ESX, IBM LPARs, VIO servers, and micro-partitions is highly desirable.
  • Written and verbal communication skills and the ability to work collaboratively are essential 
  • Understanding and experience with operating system concepts and practical implementation of those fundamentals 
  • Experience with monitoring tools, such as BMC ProactiveNet or Microsoft System Center Operations Manager. 
  • Ability to monitor, resolve, and escalate alerts appropriately 
  • A knowledge of Active Directory/NT Account administration 
  • Demonstrated ability and desire to learn line of business and business terminology 
  • Demonstrated analytical and problem solving skills 
  • Ability to judge severity of issues and use discretion in obtaining required services 
  • Ability to work independently with minimal direct supervision
  • Ability to succinctly communicate verbally and in a variety of media
  • Strong interpersonal relationship skills and the ability to work with a team 

ITG transforms healthcare and gives people healthier tomorrows. We deliver information technology strategy, support, and solutions. ITG improve and enhance patient care and business operations. We deliver services at administrative locations, data centers, and hospitals. The facilities we support are located in 20+ states and the United Kingdom. Our team works to move healthcare forward. We do this by seeking, embracing, developing, and delivering technology for patient care.

HCA Healthcare has been named one of the World's Most Ethical Companies by Ethisphere Institute for over a decade.  In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

Be a part of an organization that invests in you! We are reviewing applications for our Incident Response Tech opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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Information Technology
Full-time • Nights > 10 Hrs/Wkends Rotate

About HCA Healthcare

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