Technical Support Analyst I

Halifax Health • Daytona Beach, FL

1d

About The Position

The Technical Support Analyst I provides first-tier support to users for hardware, software, and communication issues. The role includes Service Desk, Field Support, and Deployment duties as needed, with daily documentation of operational procedures in call-tracking software. This is a third-shift position operating from 10:00 PM to 6:30 AM. The employee must be willing and able to alter the shift schedule as user-support demands change, including working evening or night shifts for varying periods, and must participate in a rotating on-call shift.

The position resolves customer issues professionally and efficiently in accordance with the HCHS Customer Service Level Agreement. Support is provided over the phone, through remote assistance, and throughout the enterprise. Duties include troubleshooting and repairing computer systems, software, hardware, and peripherals; supporting deployment cycles; educating users; following disaster recovery procedures; and adhering to information-security policies and procedures.

Requirements

• High school diploma or GED equivalent.
• At least one year of experience in a technical support role.
• A+ certification is required at the date of hire or must be obtained within three months of job acceptance.
• Knowledge of commonly used concepts, practices, and procedures in information technology, and willingness to continue education for professional growth.
• Clean driving record.
• Ability to lift equipment such as computers and printers weighing up to 50 pounds.
• Ability to distinguish the colors blue, red, green, purple, black, white, orange, and yellow.
• Willingness and ability to alter the shift schedule as user-support demands change, including evening or night work for varying periods.
• Ability to participate in a rotating on-call shift.
• Strong customer-service skills and strong team-player skills.
• Good oral and written communication skills.
• Skills in hardware installation, troubleshooting, and repair.
• Skills in software installation and troubleshooting.
• Entry-level troubleshooting skills in MS Windows and MS Office applications, including Excel, Word, PowerPoint, and Outlook.
• Entry-level analytical skills to analyze problems, test solutions, and implement working solutions.
• Familiarity with call-tracking software.
• Experience interacting with customers by phone, chat, email, and in person.
• Ability to manage multiple applications running at the same time.
• For on-call work: a quiet workplace, ergonomic chair and desk, and high-speed internet from a reliable provider with at least 5 megabits download and 1 megabit upload.

Nice To Haves

• MCP certification.
• MCDST certification.
• Associate of Science or Associate of Arts degree.
• Entry-level network troubleshooting skills.

Responsibilities

• Resolve customer issues in a positive, professional, and efficient manner in compliance with the HCHS Customer Service Level Agreement.
• Provide first-call-resolution Service Desk support by phone and remote assistance; clarify user problems received by phone, email, or voice message.
• Perform account resets and unlocks, configure printer and email profiles, install hospital applications, troubleshoot TCP/IP and Office applications, troubleshoot hospital software, and image or re-image PCs and laptops.
• Provide Field Support throughout the enterprise, including moving customer equipment, imaging, troubleshooting in IDF closets, troubleshooting network connections and mobile carts, networking computers and printers, changing laser printer rollers, and setting up printers, computers, laptops, and HP JetDirect devices.
• Provide Deployment Support, including deploying equipment in three-month cycles, imaging and re-imaging PCs and laptops, moving customer equipment, and installing hospital applications.
• Provide users with information, technical assistance, and education as warranted.
• Maintain, analyze, troubleshoot, and repair computer systems, software, hardware devices, and peripherals.
• Document operational procedures daily in call-tracking software.
• Participate in a rotating on-call shift.
• Act as an integral member of the HCHS IT Disaster Recovery Team and follow documented disaster recovery plans and procedures.
• Promote and adhere to departmental and organizational information-security policies, standards, and procedures.
• Perform other related duties incidental to the work described.

What This Job Offers

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