Information Technology Service Desk

CCS; Clearwater (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

CCS is seeking an on-site Service Desk Support professional in Clearwater, FL. The role focuses on hardware lifecycle management, system access provisioning, and strong ticket documentation. You will image and configure computers, provision mobile devices, and ensure timely, confidential handling of incidents for internal staff and contractors.

Day-to-day work is performed five days a week in the office; occasional travel to St. Petersburg HQ may occur.

Qualifications

• High School Diploma or equivalent.
• Familiar with common hardware and software used in an office environment.
• CompTIA A+ certification is a plus but not required.
• Familiarity with Atlassian Jira is a plus.

Responsibilities

• Images and reimages computers; sets up new employee profiles on the PC prior to shipping.
• Provisions mobile devices in Apple Business Manager and Intune, ships to recipients and assists with setup questions.
• Packages and ships computers and equipment to remote employees.
• Creates and manages user accounts in Active Directory and CCS systems; processes termination tickets.
• Records and monitors service requests in a ticketing system; maintains thorough documentation.
• Maintains confidentiality due to access to sensitive information.
• Occasionally handle phone queue during outages to triage calls.
• Onsite at Clearwater, FL distribution center; may be onsite at St. Petersburg HQ.

Skills

Hardware basics

Multitasking

Fluent English

Education

High School Diploma

CompTIA A+ (preferred)

Tools

Jira

Job description

Position Summary: Provides support to CCS employees, Temps & Consultants on a variety of issues as a fully in-person, onsite role working five days a week (Monday–Friday) in office. primary focus is on hardware lifecycle management and system access provisioning. May occasionally provide phone support while identifying, researching, and resolving technical problems. Thoroughly documents, tracks, and monitors issues in the ticket system to ensure a timely resolution.

The successful candidate will report directly to the Manager, Service Desk.

The position location is onsite at out Clearwater location.

• Performs daily duties onsite (Monday–Friday) in the Clearwater, Fl distribution center to manage hardware and system access workflows.
• Images new computers and reimages repurposed computers, including setting up the new employee profiles on the pc prior to shipping to ensure a seamless new employee onboarding experience.
• Provisions mobile devices in apple business manager and intune, ships to the recipient, and assists with setup questions.
• Packages and ships computers and associated equipment to remote employees.
• Creates new employee accounts in active directory and proprietary CCS systems.
• Processes termination tickets, ensuring the disabling of employee accounts and equipment in active directory and proprietary CCS systems.
• Processes equipment returns and manages corresponding hardware inventory.
• Responsible for maintaining an orderly workplace working environment (organization of equipment).
• May require occasional phone queue work during exigent circumstances, such as a system outage, to triage incoming phone calls.
• Provides exceptional customer service in a friendly and timely manner to all internal and external customers.
• Records and monitors service requests in a ticketing system; thoroughness in ticket documentation is essential (must be detail-oriented).
• Maintains a high degree of confidentiality at all times due to access to sensitive information.
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department.
• Follows all Medicare, Medicaid, HIPPA, and private insurance regulations and requirements.
• Abides by all regulations, policies, procedures, and standards.
• Other job duties as assigned.
• Yay occasionally be required to be onsite in the St. Petersburg headquarters location.

Desired Outcomes:

• Exercises due care when packaging and shipping equipment to support cost control measures.
• Maintains positive internal and external customer service relationships.
• Maintains open lines of communication with Service Desk team members and colleagues from other departments.
• Plans and organizes work effectively and ensures its timely and accurate completion.
• Meets all productivity requirements.
• Demonstrates team behavior and promotes a team-oriented environment.
• Actively participates in Continuous Quality Improvement.
• Represents the organization professionally at all times.

Position Requirements:

• High School Diploma or equivalent.
• Familiar with common hardware and software used in an office environment.
• Prioritizes tasks and manages time with strong multi-tasking skills.
• Excellent judgment and decision-making skills.
• Highly detail-oriented demonstrating thoroughness in ticket documentation.
• Fluent in English (written and verbal); ability to speak additional languages is a plus.
• CompTIA A+ certification is a plus but not required.
• Familiarity with Atlassian Jira is a plus.

Values

Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated.

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

Working conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, hear; use hands/fingers, handle, or feel; and reach with hands and arms. The employee is frequently required to stand and walk. The employee is occasionally required to stoop, kneel, or crouch. Lifting of up to 20 lb boxes throughout the day is a physical requirement of the job, with the occasional necessity of lifting up to 50 lb boxes. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Environment: Moderate noise level similar to a typical office environment with computers, printers, and work activity.