IT Support Specialist

1 week ago

Calhoun, Georgia, United States AdventHealth Full time
Job Title: IT Support Specialist

Job Summary:

We are seeking an experienced IT Support Specialist to join our team at AdventHealth. As an IT Support Specialist, you will be responsible for providing advanced technical support and troubleshooting services to our healthcare professionals and staff. You will work under minimal supervision, leading medium to large-sized projects and initiatives that are critical to our physician, clinical, and business workflow.

Key Responsibilities:

  • Install and troubleshoot 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
  • Microsoft 365 Certified: Endpoint Administrator Associate
  • Microsoft Certified: Fundamentals series (Azure Cloud, AI, Data, Security etc.)

Equal Opportunity Employer:

AdventHealth is an equal opportunity employer and complies with federal, state, and local anti-discrimination laws, regulations, and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience, and other relevant factors within this pay range.

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