Position: IT Support Technician

Project Name: AH Millenia OSED

Location: 4525 Vineland Rd Orlando, Florida 32811

Must have the ability to travel to locations throughout the day. Will be paid mileage.

GENERAL SUMMARY:
This position is responsible for supporting IT Support Technician issues. This position provides accurate and timely support services for end user devices. This position is responsible to install and troubleshoot all end-user hardware, software and peripherals. This position is responsible for being the direct interface to the customer on behalf of other technical teams. May need to provide remote PC support and troubleshooting. Assists with evaluations and recommendations of vendor packages, and implements approved software. In this position you will need to be able to lift minimum of 20 lbs and also be able to crawl under desk or other spaces in order to hook up equipment. This is an hourly position which requires taking on-call and is essential to the job role.

This is an entry level technical position. Consults with team lead, staff and/or management regarding end-user equipment problems or malfunctions and recommends solutions. Assists with end-user training, and provides clear documentation. May need to provide status reports, problem-resolution summaries, and inventory reports as required.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

• Install desktop hardware and software, including desktops, laptops, printers, scanners, PDAs, operating systems, and standard applications. This includes installation and relocation of devices, as required.
• Provide detailed descriptions within help desk tickets. Must include troubleshooting steps taken. Technicians may not transfer tickets to other teams without the specific steps taken to resolve the issue and the results.
• Follow AIT standards for devices and software, as approved and directed by the AIT Senior Leadership; report any non-standard installations of software or hardware
• Work with networking and server staff, as required, to provide proper end-user connectivity to the network, servers, and applications/systems.
• Troubleshoot and perform preventive maintenance on any authorized Advent Health Systems devices as requested by user.
• Work closely with inventory and purchasing processes to support needed projects.
• Enter and update Service Desk tickets required to monitor and track all work done in IT Support Technician support area. Follow and maintain necessary procedural documentation.
• Contributes to maintaining inventory and spare hardware, and related inventory records. Assists with site walk-through and audits, to ensure accurate equipment and compliance.
• Completes assigned tasks and projects within the scheduled deadlines.
• Helps fellow IT Support Technician, to improve teamwork, knowledge, and customer service. Take appropriate direction from Senior/Lead IT Support Technician member and/or Manager.
• Meet the standard SLA for incident and request.
• Deploy Applications via workstation management software.

KNOWLEDGE AND SKILLS REQUIRED:

• Internet Browsers
• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Skype, Office 365 Suite)
• All Current Microsoft Desktop Operating Systems
• Familiarity with Windows Active Directory & SCCM
• Familiarity with Mobile Devices
• Able to solve technical issues with some supervision.
• Demonstrates effective trouble shooting and problem solving skills.
• Basic knowledge of Active Directory, GPO’s, and Workstation management software, as it relates to users & workstations.

KNOWLEDGE AND SKILLS PREFERRED:

• Healthcare
• Enterprise exposure

EDUCATION AND EXPERIENCE REQUIRED:

• High School Diploma or equivalent
• At least one years’ experience in the desktop environment, troubleshooting and maintaining computer systems in a corporate environment. Ability to learn systems with little or no documentation. Continuous learning of new systems, business processes, and concepts are a must.
• Associate's Degree in computer or technology related industry, preferred.

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

• A Certification; Security, Network or MTA certification within 180 days of hire.

FACILITY SPECIFIC SECTION:

• Works the required 40 hours per week, performs appropriate activities during work hours. Notifies supervisor of PDO requests in a timely manner.
• Demonstrates general understanding of the department’s services; actively communicates relevant information to department team members in a timely manner.
• Represents the department and company positively in appearance, conduct and demeanor; assesses own level of skill in speaking and listening; seeks to improve these areas while demonstrating maturity and self-confidence in interactions with clients and team members in daily activities.
• Dresses in business attire during office hours in accordance with general office guidelines as reflected in employee handbook.
• Cooperates and collaborates with peers, technical support and operations staff to complete assignments.
• Participates in 24 hour, on call support when assigned. Escalation to Senior or Lead IT Support Technician team member
• Responds promptly to assignments and tasks, prioritizes multiple tasks, and keeps commitments to scheduled deadlines.
• Accepts new responsibilities, and adapts to changes. Takes initiative or seeks extra work, where appropriate.
• Follows department standard methodology and procedures, including change management.
• Stay abreast of the latest technology enhancements through continuous technical self-education and reading. Evaluate and report up technologies that may be deemed appropriate for the business
• Helps fellow IT Support Technicians, to improve teamwork, knowledge, and customer service. Take appropriate direction from Senior/Lead IT Support Technician member and/or Manager.
• Must be able to use a variety of programs with ease (MS Office Suites, Ticket Management, Adobe and other Software applications).

REQUIRED COMPETENCIES:

• Demonstrates general understanding of the AHS mission, and immediate department’s services and role within AHS. Articulates these specific capabilities to team members, clients, or others.
• Demonstrates understanding and value of teamwork. Offers assistance and support to team members. Demonstrates sensitivity/inherent to diversity of people. Treats everyone with kindness, care, and courtesy
• Communicates honestly and timely with tact and diplomacy.
• Demonstrates flexibility in a changing environment.
• Demonstrates proficiency in written and oral communications skills
• Demonstrates the ability to be self directed
• Demonstrates professionalism and excellence in work and customer service

Job Types: Full-time, Contract

Salary: $19.96 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 11 years

Schedule:

• Monday to Friday

Experience:

• Healthcare: 4 years (Required)
• Enterprise exposure: 6 years (Required)
• Internet Browsers: 3 years (Required)
• Microsoft Office Suite: 5 years (Required)
• Windows Active Directory & SCCM: 4 years (Required)

Work Location: In person