Senior Technical Support Representative

Chapters Health System•Fort Myers, FL

4d•$55,232 - $86,300

About The Position

The Senior Technical Support Representative deploys and maintains computers, tablets, printers, phone systems, and smartphones; develops reports; and provides organization-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 supports users through phone, electronic, and in-person channels, manages ticket and knowledgebase information, prepares and distributes devices, maintains equipment inventory, and provides phone-system programming and organizational Move, Add, and Change support. The position requires a valid driver’s license and automobile insurance under Company policy, along with the ability to travel off-site for business needs. Compensation range: $55,232.15–$86,300.24. Employment is contingent on required post-offer drug and/or alcohol testing and applicable Florida background-screening eligibility and ongoing compliance.

Requirements

High school diploma or GED and advanced education or training in a technical field.
Minimum of 3 years of technical IT experience.
Minimum of 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 per Company policy, and 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

Apply internal call-handling procedures and use the ticketing system to manage issue-resolution data and provide training and support to the team.
Respond to users seeking technical assistance by phone, electronically, or in person.
Troubleshoot and resolve technical hardware and software issues, research questions using available information resources, and advise users on appropriate actions.
Follow standard help desk procedures and document resolutions and known issues in the internal Track-It Solutions knowledgebase or communicate them to relevant business units.
Escalate involved issues to appropriate Level 3 support teams and 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, and maintain equipment inventory.
Complete phone-system programming requests, including hunt groups, call routing, and STAR apps.
Remotely connect to provide 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 support for the organization.
Assist with timely responses to software and hardware problems to minimize downtime.
Provide daily status reports and shift handover reports to on-call staff.
Represent the Company professionally; comply with applicable regulations and Company policies; observe health, safety, and security practices; protect confidential information; and use resources responsibly.
Participate in community and professional organizations, organizational and individual performance improvement, professional learning, electronic media skill development, research and educational activities, knowledge sharing, and Quality Assessment and Performance Improvement activities as appropriate.
Perform other duties as assigned.