Desktop Support Technician III

3 months ago

Temple Terrace, United States Florida Orthopaedic Institute Full time
In this role you will:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support Technician is to provide first line support for all customers of Florida Orthopaedic Institute and Surgery Centers and OSM Divisions. The Desktop Support Technician III is responsible for resolving support requests, meeting customer satisfaction and continuous service delivery demands, and assisting engineers in project completion. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service through our ServiceNow Ticketing system.

Key Responsibilities:
  • To diagnose and resolve advanced software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
  • To assist all our Support desk technicians with troubleshooting beyond a core level and documentation of steps and process when applicable.
  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • To accurately record, update and document requests using the IT service desk system.
  • To work with the Engineering teams to implement new processes and new IT equipment.
  • To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
  • To be a highly motivated team player with the skills and ability to manage changing priorities.
  • To create, maintain and publish relevant support documentation to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
  • Exhibit a flexible approach to working on a rotating basis and provide necessary coverage where needed.
  • Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
  • To work within the relevant legislation, policies and procedures.
  • To participate in the Annual Performance Development Review Process.
  • To attend training courses as identified and agreed for appropriate development.
  • Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
About You:
  • 2+ year previous experience of working in an FOI IT support level 2 role or equivalent.
  • A+ Certification is required for this role.
  • Working knowledge of Microsoft Windows and Mac client operating systems as well as various software packages including Microsoft Office.
  • Excellent IT skills and computer literacy.
  • Excellent organizational skills.
  • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing with vendors, end users and technical teams.
  • Ability to demonstrate practical troubleshooting and problem analysis techniques.
  • Good attention to detail and ability to show initiative.
  • Ability to plan and prioritize workload without supervision.
  • Basic project management knowledge and to follow established escalation paths for workflow.

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