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IT Help Desk Technician III

2 months ago

Miami, United States Advanced Diabetes Supply Full time

Description:

About Our Company

Advanced Diabetes Supply® was founded on the bold principle of creating a knowledgeable, reliable and demonstrably superior diabetes supply company. Our approach, coupled with a commitment to service and innovation, has catapulted Advanced Diabetes Supply® to a national leader in the industry. Creating high-performance, adaptive teams requires a relentless commitment to hiring the best. We strive to maintain a casual, fun environment whenever possible, but we don't just play around. We work hard every day to provide a positive work culture and respectful atmosphere. The standards we set for ourselves are high, and we love to be challenged If you enjoy working in a collaborative environment, have a passion for excellence and a bias for action, we may be just what you've been looking for.

Interested in learning more about our company and its culture? Visit us at

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About the Position

The IT Technician performs day-to-day systems and technical support to end users in a timely manner, communicating status of issues, and delivering requests for new or additional capability. The IT Technician will work within the scope of responsibilities as dictated below with guidance and support from the CIO and the IT management team.

Location: Doral, Florida Office

Hours: 8:30 AM - 5:00 PM EST

Schedule: Onsite for 90 days during training transitions to Hybrid upon Manager approval

Essential Functions

  • Addresses incoming service requests to ensure courteous, timely and effective resolution of end user issues.
  • Documents all pertinent end user information and nature of problem or issues, records the information in an online ticket to ensure requests are resolved in a timely fashion.
  • Troubleshoots computer support problems; applies understanding of computer software and hardware products and services to resolve problems of users.
  • Determines the nature of the user's problem, determines whether problem is caused by hardware such as printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.
  • Maintains technical and support (knowledge articles) documentation for all systems supported.
  • Provides Level 1 & 2 support as needed to address user related issues.
  • May perform basic system administration functions including creating users, email accounts, etc.
  • Communicates effectively with other professional and support staff to achieve positive customer outcomes.
  • Deploys hardware and software as needed.
  • Ensures adherence to company security and usage policies, departmental procedures, and strives to protect data pertaining to both employees and clients/patients.
  • Promotes and contributes to a positive, problem-solving environment.
  • Assesses and handles problems and escalations, with urgency.
  • Ensures all projects are delivered on time, and within scope and budget.
  • Shares job knowledge, skills and ideas with other team members.
  • Provides cross-functional data support as needed.
  • Adapts quickly to frequent process changes and improvements.
  • Is reliable, engaged, and provides feedback as to improve processes and policies.
  • Attends all department, team, and company meetings as required.
  • Embraces and exemplifies ADS core values:

  • We put our people first.

  • We serve our members with passion.

  • We take ownership.

  • We pursue excellence.

  • We never stop growing.
  • May perform any additional responsibilities or special projects as required.
  • Duties and responsibilities may be subject to change based upon the needs of the department.
  • May provide cross-functional support as business needs demand.

Requirements:

  • High school diploma or equivalent
  • Technology certifications including A+, Network+, and Security+, Information Technology Infrastructure Library (ITIL) or Help Desk Institute (HDI) desirable
  • Extensive experience with MS Active Directory, Windows, Outlook, PC imaging and deployment technologies, etc.
  • Extensive experience with web-based programming languages, including PHP, Java, and HTML
  • Extensive experience with Desktop components
  • 2+ years' experience troubleshooting of Mac/PC software, Microsoft operating systems, Microsoft Office, networking, telephony, antivirus and off the shelf applications
  • Experience in a healthcare and/or health-related environment desirable

Expected Competencies

  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Analytical thinking with ability to recognize business needs and drive solutions to address them
  • Detail oriented and highly organized
  • Ability to multitask and work on multiple high-priority projects concurrently
  • Receptive and open to ongoing feedback & training from management and team members
  • Collaborative and problem solving to achieve highest results individually and as a team
  • Ability to work well in a team environment that promotes inclusiveness & communication among team members
  • Friendly, professional, and effective communications skills; able to calmly present solutions in challenging situations
  • Good Customer Service skills, with an ability to communicate effectively, both orally and in writing
  • Service-orientation and aptitude to utilize proper listening skills
  • Self-directed accountability and reliability
  • Cultural competence

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit). While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Equal Opportunity Statement

Advanced Diabetes Supply provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training

Pay range and Compensation Package

Salary ranges may vary depending on location. The general hiring range for this position is $26-$27 per hour. Actual compensation depends on education, experience and relevant skills.

Benefits for the full time employees include

  • Health, Dental & Vision options
  • FSA and HSA plan with Employer Contribution
  • Employer paid EAP
  • 401k with 4% Company Match
  • Discretionary Profit Sharing Plan
  • Paid Time Off (PTO) Including 8 Paid Holidays and a Birthday Holiday
  • In-house Training Programs
  • A fun culture in a fast-growing organization

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