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Sr IT Field Service Tech - Health First, Full Time

Company: Health First
Location: Melbourne
Posted on: August 14, 2019

Job Description:

POSITION SUMMARY\:To be fully engaged in providing Quality/No Harm, Customer Service 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 by servicing end user device needs. This role serves as a team mentor and customer experience and technical resource. The 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.



  • High integrity and compatibility with Health First I-CARE ValuesElicits trust from peers by demonstrating responsibility and dependability and with open honest communication.
  • Exhibits a positive attitude in all duties.
  • Has a nurturing attitude that is able to contribute to the attainment of high but realistic expectations.
  • Contributes to a collaborative culture and positive work environment
  • Is a high caliber team player.
  • Actively participates in effective planning and decision making that positively affects departmental results and contributes towards the success of Health First.
  • Innovative by displaying original thinking and creativity, where necessary.
  • Establishes trust and credibility at all levels of the organization; cultivates relationships with peers and associates; comfortable working in a matrix model.
  • Strong understanding of customer service operations.
  • Always demonstrates a "service-first" philosophy. Quality/No Harm\:

    • Maintains a high level of security in assigned areas of responsibility, abiding by established Health First policies and procedures.
    • 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.
    • Creates, Monitors, Assigns, and Audits 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
    • Properly documents all assigned help desk tasks
    • Reviews quality of junior team members' work and assists team as needed
    • Ensures all End User devices are secured to Information Security standards. Stewardship\:

      • Maintain inventory of computer equipment/supplies as new or repaired hardware is received at each facility. Provides weekly updates as required
      • Demonstrates cost savings strategies within your area of responsibilities.
      • Resolves customer technical issues while on first call or visit.
      • Demonstrates exceptional time management skills.
      • Educates customers on the Health First Standard Environment
      • Exhibits leadership skills and has the ability to lead small projects Customer 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 by working with other HIT areas to ensure that issues are worked in a cross departmental approach.
        • 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
        • Translates customer concerns and technical solutions in system/application issues in an understandable knowledgeable manner.
        • Builds new devices (PCs, laptops, tablets, etc.) to enterprise standardCoaches, mentors, and supports junior staff on customer experience processes and techniques, and serves a team resource in both technical and experience-related fields
        • Handles higher level escalations of customer concerns. Qualification: QUALIFICATIONS REQUIRED\:

          • Associate Degree in relevant field required. Bachelor degree preferred.
          • Three years minimum of customer support experience required, with demonstrated exceptional customer service skills and ability to relate to customers' needs and concerns.
          • Minimum of three years' technology experience required
          • In lieu of Associates Degree, a high school diploma or equivalent, an additional two years' of customer service experience and additional two years' of technology experience may be substituted at director's discretion.
          • HDI Desktop Support certification is required within 180 days
          • CompTIA A+ certification required and Network+ or Microsoft MCP certifications preferred
          • Working background in a health care environment desired.
          • Reliable transportation is required to travel to any Health First site to support customer needs, which may require securely transporting IT equipment in a privately owned vehicle.
          • Demonstrates good oral, written, and interpersonal communication skills
          • Advanced Knowledge of Microsoft Office Applications and Windows Operating systems
          • Working knowledge of Active Directory is preferred
          • Ability to work shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities 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 in the work areas
            • Able to sit, stand or walk for extended periods.
            • Visual acuity and ability to view computer screen for extended periods of time.
            • Able to enter data using hand/wrist dexterity.

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

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