? 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.
? 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.
? 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