IT/Helpdesk Support Technician

Tallahassee Memorial HealthCare • Tallahassee, FL

2d

About The Position

Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community. TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only: Level II Trauma Center Primary Stroke Center Level III Neonatal Intensive Care Pediatric Intensive Care The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle. Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices.
Responsible for being the primary point of contact for customers to report Service Requests, Incidents, and other communications to the IT Department. Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into the Help Desk/Call Management system. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed/assigned to the appropriate service provider. Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Behavioral Criteria: Applies basic diagnostic techniques from KnowledgeBase to identify problems, investigate causes and recommend solutions to correct common failures. Follow established procedures for all IT Communications as established for the Service Center. Escalates complex problems to the appropriate Group within organization.

Requirements

• High School Diploma or Equivalent
• One year experience working in a customer service/support environment.
• Qualified candidates must provide a seven (7) year driving record from the Department of Motor Vehicles with no more than six (6) points and no indication of poor driving habits.
• The qualified candidate must be at least 21 years of age.
• Use of personal vehicles is required.
• It is the responsibility of the vehicle owner to maintain adequate insurance coverage for their personal vehicle used in conjunction with their duties as an employee.

Nice To Haves

• Associate degree in Computer Technology or a related field.

Responsibilities

• Being the primary point of contact for customers to report Service Requests, Incidents, and other communications to the IT Department.
• Obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into the Help Desk/Call Management system.
• Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed/assigned to the appropriate service provider.
• Providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
• Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies basic diagnostic techniques from KnowledgeBase to identify problems, investigate causes and recommend solutions to correct common failures.
• Follow established procedures for all IT Communications as established for the Service Center.
• Escalates complex problems to the appropriate Group within organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED