IT Technical Support Analyst

Rotech Healthcare Inc-posted about 2 months ago
Full-time • Entry Level
Orlando, FL
1,001-5,000 employees
Rental and Leasing Services
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We are seeking a dedicated Technical Support Analyst to join our team. In this position, you are responsible for helping users resolve issues with enterprise end user computer hardware and infrastructure or software applications. You respond to user inquiries, assess problems and issues with IT equipment and applications, and resolving these issues for users within predetermined SLA's. You also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise. Employees in this position need to balance creative and technical problem solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the enterprise IT end user environments productively and efficiently software and resources they need for work.

  • Interact effectively with employees at varying levels of the organization
  • Maintain detailed records of user issues with software and hardware within the Rotech ticketing system
  • Complies with and supports ITIL and Security standards, policies, and procedures
  • Escalates user support requests to higher-level IT technicians and experts if they are unable to resolve the issue on their own
  • Handle incoming queries and help requests from end users, via either email, phone, fax, or Rotech ticketing system
  • Resolve many users' technical issues as they arrive
  • Responsible to handle confidential employee information as per corporate guidelines and policies
  • Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs
  • Supports department-wide operations by creating, editing, and maintaining IT documents
  • Take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests, this involves asking questions to determine the full scope of the user's issue
  • Walk the user through steps they can take to resolve the issue on their own
  • Walk users through update and installation processes for software and peripherals
  • Work is performed with little supervision and requires initiative and judgment
  • Remotely accessing the user's computer and making changes to their system and settings
  • Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem
  • Prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system
  • High school diploma or GED equivalent, required
  • Excellent technical and computer skills
  • Functional understanding of company systems and procedures
  • Requires clear, articulate, polite and patient communication with the end user and other support staff to successfully assist with resolution of the issue
  • Effectively communicate in English; both oral and written
  • Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
  • Maintain confidentiality, discretion and caution when handling sensitive information
  • Multi-task along with attention to detail
  • Self-motivation, organized, time-management and deductive problem solving skills
  • Work independently and as part of a team
  • Knowledge of Microsoft Windows desktop operating environments, as well as exposure to industry products, terminology and trends
  • Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
  • Email transmission and communication
  • Internet navigation and research
  • Microsoft applications; Outlook, Word and Excel
  • Office equipment; fax machine, copier, printer, phone and computer and/or tablet
  • Requires sitting, walking, standing, talking and listening
  • Requires close vision to small print on computer and/or tablet and paperwork
  • Lift and carry office equipment at times weighing up to 25 pounds
  • Move about the facility interacting with others
  • Communicate with others in person, on the telephone, and electronically
  • Background investigation (company-wide)
  • Drug screen (when applicable for the position)
  • Valid driver's license in state of residence with a clean driving record (when applicable for the position)
  • Technical school diploma or equivalent experience, preferred
  • Two years Support experience in Microsoft environment
  • Basic knowledge of SQL is preferred with the ability to write simple SQL queries, extract, and analyze data from SQL databases
  • One year of related work experience, preferred
  • Generous paid time Off and paid holidays
  • Overtime pay for non-exempt hourly positions based on business needs
  • Commission for Account Executives
  • Fixed and variable rate car reimbursement for Area Managers and Account Executives
  • Employee discount program
  • Employee recognition program
  • Bonus and incentive opportunities
  • Mileage reimbursement (when applicable for the position)
  • Telephone reimbursement (when applicable for the position)
  • EAP
  • 401k, HSA and FSA/Dependent Care FSA
  • Medical, Prescription, Dental and Vision
  • Life Insurance, Disability, Accidental death, Identity protection and Legal services
  • Meru Health Mental health and Mercer SmartConnect Medicare programs
  • Livongo Diabetes and High Blood Pressure programs
  • Healthcare Bluebook and RX Savings solutions programs
  • HEPB and TB vaccinations
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