SUPPORT DESK TECHNICIAN

Community Health of South Florida, Inc.; Miami (FL); On-site; USD 52,000 - 66,000; Full time

Job summary

Community Health of South Florida, Inc. is seeking a Support Desk Technician to provide fast, reliable IT help desk support via phone, email, in person, and self-service.

You will troubleshoot incidents, document actions, and help maintain service levels in a HIPAA-conscious environment. You will work in a dynamic, fast-paced setting supporting users across the organization, including network and hardware issues, Citrix, and office tools, with opportunities for cross-training and professional

Qualifications

• AA or AS degree required; BS/BA preferred or equivalent work experience.
• Three years of IT support or help desk experience.
• A+ certification preferred; Net+, CCNA, MCSA preferred.

Responsibilities

• User support and troubleshoot all systems for conflicts and failures.
• Document all Help Desk matters in tracking software.
• Provide software support for office development tools.
• Maintain inventory of hardware and supplies.
• Manage and maintain network infrastructure.
• Install/configure and support computer and printer hardware.
• Install/configure and maintain switches/routers.
• Install/configure and support wireless access points.
• Maintain IT closets to meet wiring standards.
• Provide technical support for hardware and Citrix issues.
• Maintain inventory control of technology equipment.
• Participate in IT projects to upgrade infrastructure.
• Communicate with users at all levels via phone, email, face-to-face.
• Maintain tickets for all service calls; adhere to HIPAA policies.

Skills

Help Desk

Troubleshooting

Communication

Networking

Citrix

Education

AA or AS Degree

BS or BA Degree preferred

Tools

Citrix

Job description

Position Purpose

The role of the Support Desk Technician is to provide fast and reliable technical assistance on all IT related incidents and service requests. This position is responsible for resolving support request including meeting customer satisfaction and continuous service delivery demands fora timely resolution. The Support Desk Technician works in a dynamic, fast-paced environment which provides service over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.

Job Description

Position Purpose

The role of the Support Desk Technician is to provide fast and reliable technical assistance on all IT related incidents and service requests. This position is responsible for resolving support request including meeting customer satisfaction and continuous service delivery demands fora timely resolution. The Support Desk Technician works in a dynamic, fast-paced environment which provides service over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.

Education/Experience

POSITION REQUIREMENTS / QUALIFICATIONS:

• AA or AS Degree required.
• BS or BA Degree preferred or equivalent work experience.
• Three (3) years' experience working in an IT support role or Help desk environment.
• A+ Certification preferred.

Licensure / Certification

• CPR Certification from the American Heart Association.
• A+ Certification.
• Net+, CCNA, MCSA certification, preferred.

Skills / Ability

Ability to keep abreast of current technology and computer trends. Ability to maintain a full functional Help Desk environment. Ability to be cross-trained in other IT related fields. Must possess excellent communication skills, ability to communicate effectively in person, over the phone and in writing. Ability to demonstrate practical troubleshooting and problem analysis techniques.

Position Responsibilities (this Is a Non-exempt Position)

• User support, responsible for trouble shooting all systems for conflicts and failure.
• Documentation of all Help Desk matters in software developed for tracking errors and failures.
• Offer software systems support for all office development tools used in the organization.
• Maintain an accurate inventory of hardware and supplies used on an everyday basis.
• Manages and maintain network infrastructure.
• Install/Configure and support computer and printer hardware.
• Install/Configure and maintain switches and routers.
• Install/Configure and support wireless access points throughout network.
• Maintain and organize IT closets to meet premise wiring standards.
• Provides technical support for all hardware and Citrix issues.
• Maintain inventory control of all technology equipment.
• Participate in various IT projects intended to continually improve/upgrade infrastructure.
• Communicate daily with users of various levels throughout the company, from entry level to executive, via phone, email and face to face.
• Maintains tickets of all service calls.
• This will include but is not limited to all MIS functions available at all hours of operation.
• Reports to work on time and ready to work with minimal absenteeism.
• Adheres to Confidentiality Integrity and Availability Policies and Procedures / HIPAA Regulations and Information Security best practices.
• Continued education is required as technology and the department changes rapidly.
• Performs other duties as assigned.