• Health First
  • $101,090.00 -153,020.00/year*
  • West Palm Beach , FL
  • Information Technology
  • Full-Time
  • 609 N Australian Ave

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Primary Accountabilities:

Quality/No Harm:

? Maintains a high level of security in assigned areas of responsibility, abiding by established Health First Information Security policies and procedures.

? Maintains the Technical Support Services MSDS, eyewash station logs, hurricane preparedness, and other safety related documentation.

? 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.

? Creates and Monitors Incident & Request tickets internally and with 3rd party contract support vendors within multiple incident ticketing systems.

? Escalates calls to the 3rd level Support only after proper troubleshooting process have proven ineffective and the ticket is properly documented.

? Ability to interact with Physicians and Health Care Providers and assist them with Electronic Health Record primary and secondary applications, and other application issues as required.

? Makes sure all End User devices are secured to Information Security standards.


? Maintain inventory of computer equipment/supplies as new or repaired hardware is received at each facility.

? Provides weekly updates as required. Able to demonstrate cost savings strategies within your area of responsibilities.

? Resolves customer technical issues while on first call or visit.

Customer Experience:

? Provides customer support and service completion within the priority and case closure standards as agreed to in the departmental Service Level Agreement documentation.

? Participates as requested in customer service training programs. Understands the Priority system for assignment of Support Center cases.

? Demonstrates cross functional collaborative teamwork.

? Applies fundamental customer support techniques such as standard greeting, restating issue/request for confirmation, apologizing for the inconvenience, and asking if there is anything else that they can assist with to ensure customer satisfaction.

? Builds new devices (PCs, laptops, tablets, etc.) to enterprise standards.

Qualifications Required:

? Associate Degree in IT related field is required.

? HDI Desktop Support Technician certification is required within 90 days.

? Two years minimum of customer support is mandatory.

? Exceptional customer service skills and ability to relate to customers' needs and concerns is mandatory.

? Reliable transportation and a valid driver's license are required. Privately owned vehicle may be required in the transportation of IT equipment.

? Demonstrates good oral, written, and interpersonal communication skills.

? Knowledge of Microsoft Office Applications and Windows Operating systems.

? Ability to convey system/application issues in a knowledgeable manner.

? Exceptional time management skills.

? Ability to work shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities.

Associated topics: equipment, ip, maintain, maintenance, satcom, satellite, server, system engineer, system specialist, technician

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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