IT Field Service Technician Lead

Health First; Melbourne (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Health First seeks an IT Field Service Technician Lead in Florida, providing technical support while managing end-user technology needs. The role requires coordinating IT services, training staff, and ensuring customer satisfaction, along with relevant experience in IT and customer support. If you are self-motivated and possess exceptional communication skills, consider joining a leading healthcare organization dedicated to diversity and inclusion.

Qualifications

• 3 years' customer support experience required.
• 2 years' IT experience required.
• Help Desk Institute Desktop Support certification required within 6 months.

Responsibilities

• Coordinates IT support, ensuring proactive service at locations.
• Acts as liaison between IT teams and site leadership.
• Trains new technicians and resolves complex IT issues.

Skills

Customer Experience Skills

Proficiency in Microsoft Office

Knowledge of Windows 10 and 11

Ability to Work Independently

Communication Skills

Education

High School Diploma or equivalent

Associate’s degree in relevant field

Job description

Job Requirements

POSITION SUMMARY

The Information Technology (IT) Field Service Technician Lead provides information services and enduser technology support that consistently exceeds our customers’ expectations and supports thecorporate objectives of Health First Integrated Delivery Network (IDN). The IT Field Service TechnicianLead is highly visible to Health First Associates and customers and serves as the front line of IT supportby servicing end user device needs. The IT Field Service Technician Lead serves as site lead, team mentor, and customer experience and technical resource.

PRIMARY ACCOUNTABILITES

1. Coordinates and ensures proactive IT rounding is scheduled and completed daily and organizesand collaborates with IDN and Facilities Project Management Office (PMO) teams.
2. Writes documentation and trains on any new equipment or software solutions to the information Technology Field Services Team (ITFS) team.
3. Acts as the primary liaison between IT and site location executive leadership team, andbetween IT vendors for end user device warranty repairs and installations for assigned site.
4. Serves as link to all IT Teams to help communicate any upcoming projects and MACs that willneed cross team collaboration.
5. Assesses, plans, coordinates hardware equipment for MACs (Move, Add, Change), and yearlyIT hardware equipment refreshes.
6. Escalates and warm transfers tickets to near tier support after ensuring proper ticketdocumentation and all available troubleshooting steps have been completed and collaborateswith higher tiered teams on complex issues and problem tickets.
7. Utilizes Ivanti and Power BI tools to manage and help prioritize site ticket queues and workloaddaily, uses Peoplesoft to help track and order site device inventory at least once a week.
8. Resolves complex and critical customer concerns in a professional manner.
9. Provides technical assistance in the office and on an on-call basis to IT Field Service Techs,and monitors, facilitates, and tracks the progress of the training of new technician at theirassigned site.
10. Ensures CI database entries are updated and completed for MACs.
11. Sees to that all requested A/V meeting support is assigned, coordinated and scheduled, andthat the ITFS assigned office is organized and clean daily.
12. Maintains and Inventories project hardware stock equipment.

Work Experience

MINIMUM QUALIFICATIONS

• Education: High School Diploma or equivalent.
• Work Experience:
• Three (3) years’ customer support experience.
• Two (2) years’ IT experience.
• Licensure: None
• Certification:
• Help Desk Institute (HDI) Desktop Support certification within 6 months (180 days) andmaintained. Any one of the following prior to start date and maintained:
• CompTIA (Information Technology Fundamentals) ITF+
• OR Microsoft Windows Office Certification
• OR Cisco Certification
• OR Information Technology Infrastructure Library (ITIL)v4 Foundations.
• Skills/Knowledge/Abilities:
• Proficient in Microsoft Office – Outlook, Word, Excel, PowerPoint, etc.
• Knowledge and skills in Windows 10 and 11 OS.
• Self-Motivated and can work independently or in a team setting
• Exceptional Customer Experience skills
• Reliable transportation is required to travel between Health First sites to complete workorders which may require securely transporting IT equipment.
• Good oral, written, and interpersonal communication skills.
• Ability to be flexible for working shifts at various times of the day at different geographiclocations with additional on-call and weekend responsibilities.
• Handles stressful and dynamic work situations while contributing to a positive cultureteam environment.

PREFFERED QUALIFICATIONS

• Education: Associate’s degree in relevant field.
• Work Experience: Experience in Healthcare IT.
• Skills/Knowledge/Abilities:
• CompTIA A+.
• Information Technology Infrastructure Library (ITIL)v4.

PHYSICAL REQUIREMENTS

• Physically agile; may require walking, standing, running, bending, stooping, kneeling, climbing,
• or crouching frequently.
• May occasionally include lifting or moving objects up to 50 pounds, with or without assistance.
• May require moving in different positions to accomplish tasks in various environments including
• tight and confined spaces, including reaching out and above shoulders, or overhead.
• May lift, turn, pull, push, or ambulate people and/or equipment with or without assistance up to90% of the assigned shift.
• May be exposed to inside and outside environments with varied temperatures, air quality,lighting, and/or low to loud noise.
• May require working with biohazards such as blood/body fluids and airborne particles followingOSHA and CDC guidelines. Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use ofpersonal vehicle.

Benefits

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.