Senior Technical Support Representative

Chapters Health•Fort Myers, FL

About The Position

The Senior Technical Support Representative is responsible for deploying and maintaining computers, tablets, printers, phone systems, and smartphones, developing reports, and providing agency-wide technical support for telephony and computer systems. The role liaises with vendors, assists with configuration issues, diagnoses performance problems, and troubleshoots application faults. It also provides support for hardware, software, and user requests through phone, electronic, and in-person channels, while maintaining equipment inventory and issue-resolution documentation. The position requires completing competency requirements, following internal procedures and company policies, protecting confidential information, and supporting organizational performance and quality-improvement activities. The role may require off-site travel to meet business needs and requires consent to drug and/or alcohol testing after a conditional offer, as well as ongoing compliance with the Drug-Free Workplace Policy. Florida affiliate employees are subject to background-screening eligibility verification after a conditional offer and ongoing eligibility requirements.

Requirements

High school diploma or GED and advanced education or training in a technical field.
At least 3 years of technical IT experience.
At least 5 years of customer service experience.
Excellent written and verbal communication, interpersonal, and presentation skills.
Outstanding customer service skills and dedication to the customer service experience.
Dependability in attending work during assigned shifts and completing work as expected.
Proficiency with common PC applications, including Microsoft Office, Outlook, antivirus software, and internet browsers.
Knowledge of Active Directory.
Computer hardware knowledge.
Demonstrated troubleshooting skills and experience with hardware and software issues.
Valid driver's license and automobile insurance in accordance with company policy; ability to travel off-site to meet business needs.
Ability to work independently and efficiently to meet deadlines.
Ability to work well with a team in a fast-paced, constantly changing environment and follow instructions from supervisors and senior colleagues.
Ability to promptly answer support-related email, phone calls, and other electronic communications.
Self-motivated, detail-oriented, and organized.
Satisfactory completion of competency requirements for the position.
Consent to drug and/or alcohol testing after a conditional offer and ongoing compliance with the Drug-Free Workplace Policy.
For employees performing services for Florida affiliates, eligibility verification through the Florida Care Provider Background Screening Clearinghouse after a conditional offer and ongoing eligibility.

Responsibilities

Use internal call-handling procedures and the ticketing system to manage issue-resolution data and provide training and support to the team.
Respond to users needing technical assistance by phone, electronically, or in person.
Troubleshoot and resolve technical hardware and software issues; research questions using available resources and advise users on appropriate actions.
Follow standard help desk procedures, document resolutions and known issues in the internal knowledgebase (Track-It Solutions) or communicate them to relevant business units, and escalate involved issues to Level 3 support teams.
Immediately identify and escalate situations requiring urgent attention.
Image, configure, and distribute new devices.
Troubleshoot and support PCs, laptops, tablets, phone systems, smartphones, printers, and common software applications; maintain equipment inventory.
Complete phone-system requests for new programming, including hunt groups, call routing, and STAR apps.
Remotely connect for installation support.
Assign security and ensure policies and procedures are followed.
Provide quotes for IT-related requests, complete CERs, and purchase approved requests.
Provide Move, Add, and Change (MAC) support for the organization.
Assist with timely IT responses to software and hardware problems to minimize downtime.
Provide daily status reports and shift handover reports to on-call staff.
Perform other duties as assigned.
Represent the company professionally and provide care and services to clients.
Comply with government regulations and company policies, procedures, and practices; maintain a strong position against fraud and abuse.
Observe company health, safety, and security practices and maintain confidentiality of patients, families, colleagues, and sensitive situations.
Use resources responsibly; participate in community and professional organizations; and proactively improve organizational, departmental, and individual performance.
Improve professional knowledge, skills, and electronic-media skills; support company research and educational activities; and share expertise with coworkers.
Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.