Helpdesk Technician II

Our client is seeking a Helpdesk Technician II who will be responsible for providing support to the Health & Human Services Departments through end-user voice and electronic communications, and handling the resulting incidents and service requests using standardized incident management and request fulfillment processes. The individual identifies, researches and resolves the more complex technical problems and provides resolution of escalated issues of higher difficulty to the subject matter experts.

JOB DUTIES (The listed duties are only illustrative and are not intended to describe every function that may be performed by this position):

-Takes ownership of assigned service requests and incidents, provides end-user status updates and communicates progress in a timely manner.

-Assists with proving support to day to day applications, including NextGen, QS1 and specialized applications for mobile devices.

-Provides daily support to the IT Electronic Health Records Administrator,

-Reviews incident management systems (tickets), prioritize and schedule incidents to adhere to Service Level Agreement (SLAs).

-Creates and updates admin/end user documentation

-Proactively monitors system performance and capacity planning.

-Monitors and optimizes resources to establish higher operating efficiency and minimize production incidents. Monitors web alerts (Solar Winds).

-Performs remote troubleshooting of technical incidents across all client-facing enterprise, software, client hardware, and basic network infrastructure, following approved policies, procedures and guidelines.

-Diagnoses and determines cause, and implement skilled resolutions in a timely and proficient manner, in adherence to approved guidelines and procedures.

-Participates in on-site troubleshooting, or remote reservations as part of the team dispatch rotation, as needed.

-Displays technical proficiency with enterprise client hardware devices and other customer-interfacing the infrastructure technology.

-Escalates unresolved issues to next tier support teams, in adherence to approved policies, procedures and timeframes, while meeting all service level agreement mandates.

-Records events, problems and their resolution in the customer incidents and requests using standardized incident management and request fulfillment processes.

-Utilize Active Directory to create user accounts, exchange profiles and provides access to users via security groups or group policies.

-Participates in team on-call rotation, and must be available for emergency support responsibilities 24/7.

-Attends and participates in staff meetings and other activities and events as requested.

KNOWLEDGE SKILLS AND ABILITIES

-Knowledge of Microsoft client operating systems, including Windows 7, 10 and 11

-Knowledge of Microsoft Office product suites.

-Knowledge of PC hardware internals, storage, peripherals and printing devices.

-Demonstrate experience with client device and computer imaging technologies.

-Knowledge of IP networking and connectivity.

-Knowledge of Active Directory, and working knowledge of related administration tools (e.g. Active Directory Users & Computers, Exchange Management Console).

-Demonstrate strong analytical and problem solving skills.

-Knowledge of mobile devices configuration and troubleshooting

-Demonstrate customer service skills, and the ability to adjust technical communication level to suit users’ needs.

-Ability to troubleshoot and diagnose unfamiliar issues.

-Ability to troubleshoot Printers, Copiers and Fax machines

MINIMUM REQUIREMENTS:

-Bachelor’s Degree in Information Technology or a related field, or Associate’s degree or High School diploma or equivalent GED and college-level course work

-Have a current technology certification such as A+ OR Net+ is required.

-A minimum of three (3) years of experience working in a customer-facing support role within an enterprise environment is required.

-Possession of a valid FL Driver’s License is required.

-Demonstrate Excellent English written and oral communication skills.

-Ability to travel to all 6 locations and work a flexible work schedule including evenings, weekends and holidays.