IT/Helpdesk Support Technician

Tallahassee Memorial HealthCare; Tallahassee (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Tallahassee Memorial HealthCare in Tallahassee, FL is seeking an IT Help Desk Specialist to serve as the primary point of contact for staff reporting Service Requests and incidents. You will collect necessary information, log requests, and route them to the appropriate IT teams.

You will provide first-line telephone support for hardware, systems, subsystems, and applications, using KnowledgeBase to diagnose common issues and escalate more complex problems as needed.

Qualifications

• High school diploma required; associate degree preferred.
• One year of experience in customer service or support.
• Experience with IT service requests and incident management.

Responsibilities

• Provide first-line telephone support for hardware and software.
• Collect information and log requests into the Help Desk system.
• Route requests to appropriate IT teams and escalate as needed.
• Refer to KnowledgeBase to diagnose and resolve issues.

Skills

Telephone support

Hardware issues

KnowledgeBase

Incident routing

Education

High School Diploma or Equivalent

Associate degree in Computer Technology

Job description

WHO WE ARE & WHAT WE DO

Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community.TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only:

• Level II Trauma Center
• Primary Stroke Center
• Level III Neonatal Intensive Care
• Pediatric Intensive Care
• The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle.

Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices.

HOW YOU'LL MAKE AN IMPACT

• Responsible for being the primary point of contact for customers to report Service Requests, Incidents, and other communications to the IT Department. Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into the Help Desk/Call Management system. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed/assigned to the appropriate service provider. Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
• Behavioral Criteria: Applies basic diagnostic techniques from KnowledgeBase to identify problems, investigate causes and recommend solutions to correct common failures. Follow established procedures for all IT Communications as established for the Service Center. Escalates complex problems to the appropriate Group within organization.

WHAT YOU’LL NEED TO APPLY

Reports:

Director/IT Infrastructure Services

Supervises:

None

Required Education:

Minimum: High School Diploma or Equivalent Preferred: Associate degree in Computer Technology or a related field.

Required Experience:

One year experience working in a customer service/support environment.

Required Certification/License/Registry:

• NOTE Use of personal vehicles is required. It is the responsibility of the vehicle owner to maintain adequate insurance coverage for their personal vehicle used in conjunction with their duties as an employee. TMH will reimburse the business use of a personal vehicle in accordance with procedures defined by the Internal Revenue Service. It is important to note that your personal vehicle will be used to provide service to fellow colleagues of TMH and NOT to paying customers. This distinction is important because you may be asked if you use your personal vehicle to provide services to "customers."
• Behavioral Criteria: Qualified candidates must provide a seven (7) year driving record from the Department of Motor Vehicles with no more than six (6) points and no indication of poor driving habits. The qualified candidate must be at least21 years of age.

Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen, background check, reference verification, health assessment, and credential/license verification.