Specialist, Technical Support

Mosaic Health; Tampa (FL); On-site; USD 69,343,000 - 104,014,000; Full time

Job summary

Mosaic Health is seeking an IT Support Specialist to assist internal staff with desk-side, remote, and on-site support. You will install Windows OS, Office, antivirus, and drive encryption, while handling tickets, imaging devices, and provisioning new hire equipment.

You will also assist with LAN/WAN operations and ensure data security compliance. The role requires 1-3 years in IT support, familiarity with ITSM, and certifications like A+ and ITIL Foundations are a plus.

Qualifications

• 1-3 years of experience in an IT support environment.
• Familiar with IT Service Management (ITSM).
• Experience supporting Windows operating systems.
• Familiarity with remote desktop support tools.
• Operational knowledge of networking, telephone, and infrastructure concepts.
• A+ Certification & ITIL Foundations Certification is a plus.

Responsibilities

• Provide desk side support for hands on issues.
• Provide phone support to users.
• Install Windows, antivirus, and drive encryption.
• Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions.
• Track and log all requests for service into ticket tracking DB.
• Respond to end user within specified response SLA.
• Resolve incidents and service requests within the required SLA.
• Perform problem resolution research and document solutions.
• Image laptops and desktops.
• Setup/provisioning of new hire equipment.
• Assist in LAN/WAN operations; including setup, support, documentation.
• Coordinate office/cubicle setup and moves.
• Monitor and implement company policies, procedures, and standards to ensure data security.

Skills

Customer service

Communication

Time management

Documentation

Education

CompTIA A+ Certification

ITIL Foundations Certification

Tools

Remote desktop tools

Windows OS

LAN/WAN knowledge

Job description

Job Description Summary

This position will report directly to the IT Operations Manager and will be responsible for supporting the technology needs of internal staff and office setup; providing remote and onsite support to users. The Technical Support Specialist will apply proven problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues. The Specialist will also install Windows operating system, Microsoft office products, antivirus and other software on the employee PCs and laptops.

How Will You Make An Impact & Requirements

• Travel within assigned area
• Provide desk side support for hands on issues
• Provide phone support to users
• Ability to Install Windows, antivirus, and drive encryption
• Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions
• Track and log all requests for service into ticket tracking DB
• Respond to end user within specified response SLA
• Resolve incidents and service requests within the required SLA
• Perform problem resolution research and document solutions
• Perform Board-Room presentation setups
• Replace failed phones, printers, network cables, desktops, and laptops
• Assist with company-based software/hardware deployments
• Maintain and track hardware inventory.
• Image laptops and desktops
• Setup/provisioning of new hire equipmentAssist in LAN/WAN operations; including setup, support, documentation
• Coordinate office/cubicle setup and moves
• Monitor and implement company policies, procedures, and standards to ensure compliance is met with respect to data security, hacking prevention, and protection of personal information data
• Ability to handle job stress, interact effectively with others in the workplace, and act with honesty and composure in public
• Other duties as required

Education And/or Experience

• 1-3 Years of experience in an IT support environment
• Familiar with IT Service Management
• Experience supporting Windows operating systems
• Familiarity with remote desktop support tools
• Operational knowledge of networking, telephone, and infrastructure concepts
• Advanced software and hardware technical skills
• A+ Certification & ITIL Foundations Certification is a plus

Required Skills And Abilities

• Flexibility in work schedule – must be able to work overtime when needed and participate in on call rotation
• Strong organizational skills, ability to prioritize tasks
• Ability to work with minimal supervision
• Ability to deliver outstanding customer service
• Strong attention to detail; ability to document problems and solutions
• Ability to work both independently and within a team environment
• Ability to communicate clearly and concisely, both orally and in writing
• Exhibit a high level of professionalism and excellent interpersonal skills
• Strong relationship-building ability, proactive, results-oriented, and resourceful
• Ability to meet deadlines without compromising accuracy, excellent product quality and attention to detail

Compensation Range

$24.20 to $36.30

The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.