Technical Support Analyst I

Halifax Health•Daytona Beach, FL

18h

About The Position

The Technical Support Analyst I provides first-tier support to users for hardware, software, and communication issues. The role performs Service Desk, Field Support, and Deployment duties as needed, documents daily operational procedures in call-tracking software, and provides users with technical assistance and education. This is a third-shift position operating from 10:00 PM to 6:30 AM, with the schedule subject to change as user-support demands change. Analysts also participate in a rotating on-call shift and support the HCHS IT Disaster Recovery Team.

Requirements

High school diploma or GED equivalent.
At least one year of experience in a technical support role.
A+ certification at the date of hire or within three months of job acceptance.
Knowledge of commonly used information-technology concepts, practices, and procedures, and willingness to continue professional education.
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 support demands change, including evening or night work for varying periods.
Participation in a rotating on-call shift.
Strong customer-service and teamwork skills; good oral and written communication skills.
Hardware installation, troubleshooting, and repair skills; software installation and troubleshooting skills.
Entry-level troubleshooting skills in MS Windows and MS 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 simultaneously.
For on-call work: a quiet workplace, ergonomic chair and desk, and reliable high-speed internet service with at least 5 Mbps download and 1 Mbps 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 professionally and efficiently in compliance with the HCHS Customer Service Level Agreement (SLA).
Provide first-call-resolution Service Desk support by phone and remote assistance; identify user problems received by phone, email, or voice message.
Reset and unlock accounts; set up printer and email profiles; install and troubleshoot hospital applications and Office applications; troubleshoot TCP/IP issues and hospital software; and image or re-image PCs and laptops for deployment.
Provide field support throughout the enterprise, including moving equipment, imaging devices, troubleshooting in IDF closets and network connections, supporting mobile carts, networking computers and printers, changing laser-printer rollers, and setting up printers, computers, laptops, and HP JetDirects.
Provide deployment support throughout the enterprise, including equipment deployments in three-month cycles, imaging and re-imaging PCs and laptops, moving equipment, and installing hospital applications.
Provide technical information, assistance, and education to users as warranted.
Maintain, analyze, troubleshoot, and repair computer systems, software, hardware devices, and peripherals.
Document operational procedures daily in call-tracking software.
Participate in the HCHS IT Disaster Recovery Team and follow documented disaster-recovery plans and procedures.
Promote and follow departmental and organizational information-security policies, standards, and procedures.
Perform other related duties incidental to the work described.