Position kicks off as a 3mo+ contract w/potential to extend if you love them/they love you
Must be willing to travel up to 50%, supporting sites from Titusville down to Melbourne.
Must have valid transportation/valid driver's license - Mileage reimbursed
Unfortunately, C2C/TPV/Sponsorship not supported by this role.
Active Directory - Required
PRIMARY ACCOUNTABILITIES 1. Maintains a high level of security in assigned areas of responsibility. 2. Applies fundamental customer support techniques to ensure customer satisfaction. 3. Translates customer concerns and technical solutions in system/application issues in an understandable manner and educates customers. 4. Builds new devices (PCs, laptops, tablets, etc.) to enterprise standards, and ensures all End User devices are secured to Information Security standards.
5. Participates in the deployment and troubleshooting of computer systems, mobile devices, patient entertainment systems, multimedia systems, pagers, medication carts, and applications related to core systems. 6. Maintains inventory of computer equipment/supplies as new or repaired hardware is received at each facility. 7. Creates and monitors Incident and Request tickets internally and with 3rd party contract support vendors within multiple incident ticketing systems. 8. Escalates calls to the 3rd level Support only after proper troubleshooting process have proven ineffective and the ticket is properly documented. 9. Prioritizes and assigns Support Center cases appropriately and provides customer support and service completion within the priority and case closure standards as agreed to in the departmental Service Level Agreement documentation. 10. Interacts with Physicians and Health Care Providers and assist them with Electronic Health Record primary and secondary applications, and other application issues as required. 11. Demonstrates cross functional collaborative teamwork
MINIMUM QUALIFICATIONS ? Education: High school diploma or equivalent required. ? Licensure: None ? Certification: HDI Desktop Support Technician certification must be obtained within 180 days and maintained while in the role ? Work Experience: One year of customer support experience ? Knowledge/Skills/Abilities: o Knowledge of Microsoft Office Applications and Windows Operating systems o Demonstrated exceptional customer service skills and ability to relate to customers' needs and concerns o Good oral, written, and interpersonal communication skills. o Able to handle stressful and dynamic work situations while contributing to a positive team environment o Able to positively and effectively resolve customer concerns in a professional manner o Analytical and problem-solving abilities o Reliable transportation is required to travel to any site to support customer needs, which may require securely transporting IT equipment in a privately owned vehicle. Ability to work shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities
PREFERRED QUALIFICATIONS ? Education: Associate degree or higher in related area ? Licensure: None ? Certification: No additional ? Work Experience: Healthcare environment experience ? Knowledge/Skills/Abilities: Working knowledge of Active Directory
PHYSICAL DEMANDS: ? Able to lift up to 40 lbs. at least 10 times a day ? Able to work extended hours when required ? Able to handle various physical activities deploying PCs and other electronic devices in various work locations ? Able to sit, stand or walk for extended periods. ? Visual acuity and ability to view computer screen.