IT Support Specialist

2 days ago

Calhoun, Georgia, United States AdventHealth Full time
About the Role

We are seeking a highly skilled IT Support Specialist to join our team at AdventHealth. As a key member of our Information Technology department, you will be responsible for providing advanced technical support and troubleshooting services to our healthcare professionals and staff.

Key Responsibilities
  • Install and configure consumer-based hardware and software on devices and operating systems.
  • Provide detailed descriptions within ServiceNow tickets.
  • Follow AIT standards for devices and software.
  • Work with enterprise AIT technical and business support teams as required.
  • Perform preventive maintenance on authorized AdventHealth devices.
  • Communicate with consumers to provide solutions to technical problems.
  • Lead mid to large-size projects and special initiatives within allotted timeframe.
  • Follow and maintain AIT standard operating procedures for field operations.
  • Troubleshoot advanced issues with audio-video technology without assistance.
  • Create and reference centralized AIT Field Operations knowledge bases.
  • Perform advanced level repairs for AdventHealth devices.
  • Work with our designated AdventHealth IT vendors for support.
  • Meet the standard SLA for incident and request.
  • Assist in the configuration of image builds and/or modifications to assist AIT teams.
  • Leads out on taking ownership for tasks, projects, and end user education.
  • Direct, guide, and/or mentor ITSS Associate and Intermediate-level positions, to improve teamwork, knowledge, and customer service.
  • Assist with critical roadblocks from ITSS peers, and then escalate to ITSS management if needed.
  • Provides oversight and expertise to ensure the ITSS team maintains inventory, spare hardware, and related inventory records. Provides leadership and direction to site walk-through and audits to ensure accurate equipment and compliance.
  • Work closely with inventory and purchasing processes to support needed projects.
  • Create appropriate team, process or inventory reports using Business Intelligence (BI) tools.
  • Contribute knowledge documentation for the organization.
  • Lead out on process improvement initiatives.
  • Represent IT in meetings when assigned or when ITSS management is unavailable.
  • Oversee day-to-day operations of IT contractors for projects.
Requirements
  • Expertise with various Internet Browsers.
  • Proficient with Microsoft Office suite.
  • Proficient with current Microsoft and Mac operating systems.
  • Expert at device imaging processes.
  • Advanced knowledge of mobile devices.
  • Proficient with projects and time tracking processes and concepts.
  • Demonstrates advanced trouble shooting and problem-solving skills.
  • Advanced knowledge of workstation management software.
  • Experienced with common peripherals and accessories.
  • In-depth knowledge of IT security best practices.
  • Knowledgeable of network architecture and troubleshooting techniques.
Preferred Qualifications
  • In-depth working in a highly matrixed, healthcare environment.
  • Advanced customer service and de-escalation skills.
Education and Experience
  • High School diploma or equivalent.
  • Associate's degree in healthcare, business, or technology related field or 5-7 years of experience in the desktop environment, troubleshooting and maintaining computer systems in a complex corporate environment.
Certifications
  • Must have THREE of the following IT related certifications:
  • CompTIA A
  • CompTIA Network
  • CompTIA Security
  • Cisco CCNA
  • ISC2 CC
  • AWS Certified Cloud Practitioner
Language

English

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