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Sr IT Field Service Technician - Health First, Full Time

Company: Health First
Location: Melbourne
Posted on: April 17, 2019

Job Description:

Description: POSITION SUMMARY\:To be fully engaged in providing Quality/No Harm, Customer Experience, and Stewardship by providing information services and end user technology support that consistently exceeds our customers' expectations and supports the corporate objectives of Health First, Inc. This position is a highly visible position to Health First employees and customers and serves as the front line of IT support for servicing end user device needs on the Field Service Support team. This position is a highly visible position to Health First employees and customers and serves as the front line of IT support for both the IT Support Center and servicing end user device needs on the Workstation Support team. DuplicateThe position is an hourly position that will require flexibility for working shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities.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, implementation, troubleshooting, computer systems support, network equipment, and applications related to core systems Maintains the Technical Support Services MSDS, eyewash station logs, hurricane preparedness, and other safety related documentation. Participates in the implementation, deployment and troubleshooting of computer systems, mobile devices, network equipment, patient entertainment systems, multimedia systems, pagers, medication carts, project implementation and applications related to core systems Monitor open Incident, Request, Problem, and Change Management tickets Ability to create, close or properly assign cases within the help desk tracking software, .when working in the call center or in the field. Creates needed Incident, Request, Problem, and Change Management tickets when working in the call center or in the field. Creates problem ticket for multiple similar incidents and escalates per the problem management policy. Escalates calls to the 3rd level Support only after proper troubleshooting process have proven ineffective and the ticket is properly documented Properly documents all assigned help desk tasks Ability to interact with Physicians and Health Care Providers and assist them with Allscripts SCM and/or Centricity Electronic Medical Record and other application issues as required. Reviews quality of junior team members' work and assists team as neededCustomer Experience\: Provides customer support 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 Ensures tickets are completed within the SLA time line for all priorities. Accomplishes this byworking with other HIT areas to ensure that issues are worked in a cross departmental approach. Applies fundamental customer support techniques such as standard greeting, restatingissue/request for confirmation, apologizing for the inconvenience, and asking if there is anythingelse that they can assist with to ensure customer satisfaction Builds new devices (PCs, laptops, tablets, etc.) to enterprise standard Accountable for achieving positive customer survey scores Coaches junior staff on customer support processes and techniquesStewardship\: Maintain inventory of computer equipment/supplies as new or repaired hardware is received ateach facility. Provides weekly updates as required Able to demonstrate cost savings strategies within your area of responsibilities. Attempts to resolve Health Care Provider customer issues while on the phone. Ability to provide Health Care coaching and training to junior level Customer Support Specialists Qualification: QUALIFICATIONS REQUIRED\: Associate Degree in relevant field or equivalent experience in a relevant field may be substituted at director's discretion. Bachelor degree preferred HDI Desktop Support certification is required within 90 days 2-3 year experience with Health Care applications, such as Allscripts or Centricity EMR desired Working background in a health care environment desired. 3-5 years minimum of customer support and technology experience mandatory CompTIA A+ certification required and Network+ or Microsoft MCP certifications preferred Exceptional customer service skills mandatory Demonstrates good oral, written, and interpersonal communication skills Demonstrates 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. Reliable transportation and a valid driver's license are required Privately owned vehicle may be required in the transportation of IT equipment Ability to relate to customer needs and concerns. Advanced knowledge of Microsoft Office applications Working background in a health care environment is desired Exhibit leadership skills and has the ability to lead small projects Ability to convey system/application issues in a knowledgeable manner PHYSICAL DEMANDS\: Should be able to lift up to 40 lbs. at least 10 times a day Should be able to work extended hours when required Must be able to handle various physical activities deploying PCs in the work areas Able to sit and answer phones for extended hours Able to sit, stand or walk for extended periods. Ability to enter data into the help desk tracking system for the major portion of the day MENTAL DEMANDS\: Able to handle stressful and dynamic work situations while contributing to a team environment Exhibits analytical and problem solving abilities Educates customers on the Health First Standard Environment Satisfy customer needs based on an understanding of equipment and concepts from a customer's perspective

Keywords: Health First, Melbourne , Sr IT Field Service Technician - Health First, Full Time, IT / Software / Systems , Melbourne, Florida

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