Help Desk Technician - Marion

SMA Healthcare; Ocala (FL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Tuition Reimbursement

Paid Personal Leave

Paid Holidays

403b Retirement Plan

Job summary

SMA Healthcare seeks a skilled IT Help Desk Specialist to support staff with computer software and hardware issues, troubleshoot networks, and assist users by phone, email, and in person. You will document calls and escalate complex problems as needed in a collaborative team.

The role requires at least 2 years of help desk experience and an AA degree in a computer-related field, with strong English communication and quick diagnostic abilities.

Qualifications

• Must possess excellent English speaking ability and must be able to speak clearly and concisely on the phone.
• Excellent writing skills and ability to quickly diagnose and troubleshoot computer related issues.
• Ability to evaluate, diagnose and develop solutions to potential and real operational and system deficiencies to ensure continued and non-disrupted service to system users.

Responsibilities

• Investigate and resolve minor computer software and hardware problems of users; refer complex problems to appropriate staff member.
• Talk to user to learn procedures followed and source of error by user; answer questions, applying knowledge of computer software, hardware, and procedures.
• Determine probable cause using written procedures and problem resolution software; forward complex problems to appropriate staff member.
• Troubleshoots, maintains and repairs wired and wireless computer network and related systems, internet connections, telecommunications devices and related equipment.
• Provide technical support after normal work hours when necessary.

Skills

English speaking ability

Excellent writing skills

Problem diagnosis

Customer service mindset

Communication skills

Team collaboration

Education

AA degree in computer-related curriculum

Tools

Diagnostic software

Problem resolution software

Word processors

Database software

Spreadsheet applications

Job description

• Great benefits such as: Health, Dental, Vision, Life, & Disability Insurance
• Tuition Reimbursement
• Paid Personal Leave and Paid Holidays
• 403b Retirement Plan (matches one to one of employee contribution for the first 3%, then a 50% match on the next 6% of employee contribution)

Essential Job Functions:

• Investigate and resolve minor computersoftware and hardware problems of users; receive telephone calls fromusers having problems using computer software and hardware or inquiringhow to use specific software.Refer complex problems to appropriate staff member.
• Talk to user to learn procedures followed andsource of error by user. Answer questions, applying knowledge ofcomputer software, hardware, and procedures.
• Ask user to participate in diagnosticprocedures using diagnostic software, or by listening to and followinginstructions.
• Determine probable cause using writtenprocedures and problem resolution software; forward or designate complexproblems to appropriate staff member.
• Talk to staff member (including programmers,analysts, and administrators) to discuss software errors as described bythe user; call software and hardware vendors to request serviceregarding defective products.
• Troubleshoots, maintains and repairs wiredand wireless computer network and related systems, internet connections,telecommunications devices and related equipment.
• Ability to respond to requests for technicalassistance in person, via phone, and electronically.
• Maintain record of calls received and theprogress of the resolution process for each call.
• Monitor unresolved problems. Communicate withsupervisor and report unresolved problems in accordance with establishedescalation procedures.
• Contact users to ensure their satisfactionwith solutions to problems.
• Produce monthly activity reports for departmentalmanagement.
• Assists in the maintenance of agencyinventory of IT related assets. Identifies when systems applications,hardware, components or other peripheral devices of the assigned systemsare near exhausting expected life-cycles; recommends implementations ofnew technologies accordingly.
• Provide technical support after normal workhours when necessary
• Perform other duties as assigned.
• Makes commitment to SMA's mission and corevalues the SMA Way
• Abides by principles of EEO compliance and aworkplace of dignity and respect.
• Works cooperatively in a group/team setting.
• Shows respect to others.
• Takes guidance and direction fromsupervisors.
• Arrives/Reports to work on time and ready towork.

Qualification Requirements:

Toperform this job successfully, an individual must be able to perform eachessential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.

Minimum Education and/or Experience:

Minimum of 2 years of help desk experience and minimum of an AA degreein a computer-related curriculum or equivalent work experience.

Knowledge/Skills/and Abilities:

• Must possess excellent English speakingability and must be able to speak clearly and concisely on thephone.
• Excellent writing skills and ability toquickly diagnose and troubleshoot computer related issues.
• Ability to evaluate, diagnose and developsolutions to potential and real operational and system deficiencies toensure continued and non-disrupted service to system users.
• Ability to utilize personal computers,standard office equipment and standard software applications, e.g., wordprocessors, database software, spreadsheet applications.
• Ability to establish and maintain effectiveworking relationships with employees, division and department heads,public/private sector contacts, and City administration.

NecessarySpecial Requirements:

Possession of a valid Floridadriver's license and acceptable driving record ifrequired to drive Stewart-Marchman-Act Behavioral vehicle and/or use personalvehicle for SMA business. Proofof personal automobile insurance if the position requires you to drive yourown vehicle for SMAbusiness (does not include incidental use). Complete State of Floridamandatory level 2 backgroundscreening prior to start of employment if direct contact withchildren/adolescents, vulnerable adults, or the developmentally disabled maybe involved. Complete Mandt training,CPR,First Aid and HIV/AIDStraining during the first six (6) months of employment and updated ifrequired.

Physical:

Mobilityand ability to bend and reach during an 8-12 hour day. Able to lift minimum10 pounds. Visual and auditory acuity sufficient to evaluate, intervene,treat, and record client health care needs. Fine motor skills for legible andaccurate charting, daily correspondence and presentation, either manually or orally.Work endurance ability to work 8-12 hour shifts with a meal break, aspossible. Routine 8-12 hour shifts. Hours and days off may vary. Extrahours may be required. Work assignment locations may vary.

Application:

Thisclass specification is intended to identify the class and illustrate thekinds of duties that may be assigned to its incumbents. It should not be interpreted as describingall of the duties whose performance may ever be required of such an employeeor be used to limit the nature and extent of assignments such individuals maybe given.