Service Desk Technician

Parrish Medical Center; Titusville (FL); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health, Dental and Vision Insurance

403(b) Retirement Program

Tuition Reimbursement

EAP

Flex Spending

Job summary

Parrish Medical Center in Titusville, FL is seeking a Service Desk Technician to be the primary point of contact for end-user IT support, following established service desk procedures and maintaining knowledge base articles.

The role involves diagnosing hardware and software issues on desktops, laptops, printers, and mobile devices, installing and configuring systems, and educating users on best practices; full-time 40 hours/week with potential remote responses as needed.

Qualifications

• High School diploma or GED required.
• 1 year to < 2 years work experience.
• AHCA fingerprint clearance required.
• Valid Driver License with no incidents in the last 3 years.
• Within one year of employment: CompTIA A+, Network+, Server+, or Security+.

Responsibilities

• Follow service desk procedures, create knowledge base articles, and apply documented standards for consistent and efficient problem-solving.
• Ability to craft non-standardized approaches when standards cannot be applied.
• Stay current with emerging technologies and trends in the IT industry.
• Respond to incoming service requests via phone, email, or in-person, providing prompt and efficient resolutions.
• Serve as an entry point for resolving technical issues, working closely with other IT teams to facilitate timely resolution.
• Educate end-users to operate hardware/software effectively and in line with industry best practices.
• Diagnose and resolve hardware and software issues, including but not limited to desktops, laptops, printers, mobile devices, and operating systems.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Evaluate software and hardware functionality in relation to user needs.
• Create and update technical documentation, including user guides, knowledge base articles, and FAQs.
• Train users on software and hardware on-site or in classroom training.
• Collaborate with other IT teams to ensure seamless integration and coordination of service desk activities with broader IT initiatives.
• Foster a customer-centric culture within the service desk team, promoting excellent customer service and effective communication.
• Conduct office automation feasibility studies, including workflow analysis, and suggest performance improvement initiatives to reduce time to resolution.
• Provide feedback to Service Desk Lead regarding over/under allocation of resources.

Education

High School diploma or GED

Job description

Department: Information Systems/IT

Schedule/Status: Varies; Full-Time

Standard Hours/Week: 40

Location: Titusville

General Description

The Service Desk Technician is responsible for demonstrating Parrish Healthcare’s Culture of Choice®, providing technical support and troubleshooting assistance to end-users. The Service Desk Technician serves as the primary point of contact for all service desk inquiries. This is a crucial role in ensuring the smooth operation of our organization's IT systems and delivering excellent customer service. The Service Desk Technician is primarily located at Parrish Medical Center but may respond to remote locations if needed.

The position shall exemplify the desired Culture of Choice® and philosophies of Parrish Healthcare.

Key Responsibilities

• Follow service desk procedures, create knowledge base articles, and apply documented standards for consistent and efficient problem-solving.
• Ability to craft non-standardized approaches when standards cannot be applied.
• Stay current with emerging technologies and trends in the IT industry.
• Respond to incoming service requests via phone, email, or in-person, providing prompt and efficient resolutions.
• Serve as an entry point for resolving technical issues, working closely with other IT teams to facilitate timely resolution.
• Educate end-users to operate hardware/software effectively and in line with industry best practices.
• Diagnose and resolve hardware and software issues, including but not limited to desktops, laptops, printers, mobile devices, and operating systems.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Evaluate software and hardware functionality in relation to user needs.
• Create and update technical documentation, including user guides, knowledge base articles, and FAQs.
• Train users on software and hardware on-site or in classroom training.
• Collaborate with other IT teams to ensure seamless integration and coordination of service desk activities with broader IT initiatives.
• Foster a customer-centric culture within the service desk team, promoting excellent customer service and effective communication.
• Conduct office automation feasibility studies, including workflow analysis, and suggest performance improvement initiatives to reduce time to resolution.
• Provide feedback to Service Desk Lead regarding over/under allocation of resources.
• Knows fire, disaster and safety procedures and regulations as it pertains to the work area.
• Performs similar or related duties as assigned.

Requirements

Formal Education:

• High School diploma or GED required.

Work Experience:

• 1 year to < 2 years

Required Licenses, Certifications, Registrations:

• AHCA fingerprint clearance required.
  • For additional information, please refer to: https://info.flclearinghouse.com
• Valid Driver License is required with no history of incidents within the last 3 years.
• 1 of the following are required within one (1) year of employment:
  • CompTIA [CompTIA A+,
  • CompTIA Network+,
  • CompTIA Server+,
  • CompTIA Security+]

Full Time Benefits

Eligible to participate in a number of PMC-sponsored benefits, including:

• Annual Accrual of 152 Personal Leave Bank (PLB) Hours
• Health, Dental and Vision Insurance
• 403(b) Retirement Program
• Tuition Reimbursement/Educational Assistance
• EAP, Flex Spending, Accident, Critical and Other Applicable Benefits