Help Desk Technician - Marion

Top reasons to work for SMA Healthcare:

• Career growth and advancement potential
• Great benefits such as: Health, Dental, Vision, Life, & Disability Insurance
• Tuition Reimbursement
• Paid Personal Leave and Paid Holidays
• 403b Retirement Plan (matches one to one of employee contribution for the first 3%, then a 50% match on the next 6% of employee contribution)

Essential Job Functions: 

• Investigate and resolve minor computer software and hardware problems of users; receive telephone calls from users having problems using computer software and hardware or inquiring how to use specific software.  Refer complex problems to appropriate staff member.
• Talk to user to learn procedures followed and source of error by user. Answer questions, applying knowledge of computer software, hardware, and procedures.
• Ask user to participate in diagnostic procedures using diagnostic software, or by listening to and following instructions.
• Determine probable cause using written procedures and problem resolution software; forward or designate complex problems to appropriate staff member.
• Talk to staff member (including programmers, analysts, and administrators) to discuss software errors as described by the user; call software and hardware vendors to request service regarding defective products.
• Troubleshoots, maintains and repairs wired and wireless computer network and related systems, internet connections, telecommunications devices and related equipment.
• Ability to respond to requests for technical assistance in person, via phone, and electronically.
• Maintain record of calls received and the progress of the resolution process for each call.
• Monitor unresolved problems. Communicate with supervisor and report unresolved problems in accordance with established escalation procedures.
• Contact users to ensure their satisfaction with solutions to problems.
• Produce monthly activity reports for departmental management.
• Assists in the maintenance of agency inventory of IT related assets. Identifies when systems applications, hardware, components or other peripheral devices of the assigned systems are near exhausting expected life-cycles; recommends implementations of new technologies accordingly.
• Provide technical support after normal work hours when necessary
• Perform other duties as assigned.
• Makes commitment to SMA's mission and core values the SMA Way
• Abides by principles of EEO compliance and a workplace of dignity and respect.
• Works cooperatively in a group/team setting.
• Shows respect to others.
• Takes guidance and direction from supervisors.
• Arrives/Reports to work on time and ready to work.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience:  Minimum of 2 years of help desk experience and minimum of an AA degree in a computer-related curriculum or equivalent work experience. 

Knowledge/Skills/and Abilities: 

• A certification helpful. 
• Must possess excellent English speaking ability and must be able to speak clearly and concisely on the phone. 
• Excellent writing skills and ability to quickly diagnose and troubleshoot computer related issues.
• Ability to evaluate, diagnose and develop solutions to potential and real operational and system deficiencies to ensure continued and non-disrupted service to system users. 
• Ability to utilize personal computers, standard office equipment and standard software applications, e.g., word processors, database software, spreadsheet applications. 
• Ability to establish and maintain effective working relationships with employees, division and department heads, public/private sector contacts, and City administration.

Necessary Special Requirements: Possession of a valid Florida driver's license and acceptable driving record if required to drive Stewart-Marchman-Act Behavioral vehicle and/or use personal vehicle for SMA business. Proof of personal automobile insurance if the position requires you to drive your own vehicle for SMA business (does not include incidental use). Complete State of Florida mandatory level 2 background screening prior to start of employment if direct contact with children/adolescents, vulnerable adults, or the developmentally disabled may be involved.  Complete Mandt training, CPR,First Aid and HIV/AIDS training during the first six (6) months of employment and updated if required.

Physical: Mobility and ability to bend and reach during an 8-12 hour day. Able to lift minimum 10 pounds. Visual and auditory acuity sufficient to evaluate, intervene, treat, and record client health care needs. Fine motor skills for legible and accurate charting, daily correspondence and presentation, either manually or orally. Work endurance ability to work 8-12 hour shifts with a meal break, as possible. Routine 8-12  hour shifts. Hours and days off may vary. Extra hours may be required. Work assignment locations may vary.

Application: This class specification is intended to identify the class and illustrate the kinds of duties that may be assigned to its incumbents.  It should not be interpreted as describing all of the duties whose performance may ever be required of such an employee or be used to limit the nature and extent of assignments such individuals may be given.