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Technical Support Analyst

2 months ago

Altamonte Springs, Florida, United States AdventHealth Full time
Comprehensive Benefits Package:
All the essential benefits and perks available for you and your family from the start:
  • Benefits from Day One
  • Paid Days Off from Day One
  • Student Loan Repayment Program
  • Career Development Opportunities
  • Whole Person Wellbeing Resources
  • Mental Health Resources and Support

Our Commitment:
At AdventHealth, being part of our organization means being part of a larger mission.

It’s about belonging to a community that values the holistic well-being of each individual and strives to uplift others in body, mind, and spirit.

AdventHealth offers an environment where you can excel professionally while nurturing your spiritual growth, all while contributing to the Healing Ministry of Christ. You will be appreciated for your unique contributions and experiences, and together, we can achieve greater outcomes.

Work Schedule:
Full Time

Role Overview:
The IT Support Specialist (ITSS) Intermediate is a skilled hourly position dedicated to assisting providers, clinicians, and business professionals in utilizing technology solutions to enhance their workflows.

This role entails delivering precise and timely support services for consumer devices. Intermediate support specialists are tasked with the installation and troubleshooting of all consumer-based hardware, software, and peripherals.

This position serves as a direct point of contact for customers on behalf of other Adventist Information Technology (AIT) technical teams, providing experienced local or remote support and troubleshooting.

Responsibilities include evaluating and recommending vendor packages and implementing approved software solutions. Essential duties may require participation in on-call support, use of a personal cell phone for communication, occasional weekend and night shifts, and travel between locations as necessary.

The Intermediate works under mid-level supervision and will lead small to medium-sized projects of general complexity that impact the organization.

This position also aids in the overall assessment of business challenges, vendor solutions, software packages, and consumer-related devices.

Training for consumers and team members, along with the provision of work instructions, status reports, problem-resolution summaries, and inventory reports, are also part of the role.

Key Responsibilities:
  • Install consumer-grade hardware and software on various devices and operating systems.
  • Provide detailed documentation within ServiceNow tickets.
  • Adhere to AIT standards for devices and software.
  • Collaborate with enterprise AIT technical and business support teams as needed.
  • Conduct preventive maintenance on authorized AdventHealth devices.
  • Engage with consumers to resolve technical issues.
  • Lead small to mid-sized projects and special initiatives within set timelines.
  • Maintain compliance with AIT standard operating procedures for field operations.
  • Support audio-video technology with minimal assistance.
  • Create and reference centralized AIT Field Operations knowledge bases.
  • Perform proficient repairs on AdventHealth devices.
  • Coordinate with designated AdventHealth IT vendors for support.
  • Meet established SLA for incidents and requests.
  • Provide image builds and/or modifications to Senior or ITSS leadership for validation.
  • Take ownership of tasks, projects, and end-user education.
  • Deliver training and support to IT Support Specialist Associates.
  • Identify critical roadblocks and escalate to Senior or ITSS leadership for resolution.
  • Contribute to maintaining accurate IT inventory using appropriate tracking management software.
  • Assist with site assessments with department leadership and facilities for projects.

Qualifications:
Required Knowledge and Skills:
  • Familiarity with various Internet Browsers.
  • Proficient in Microsoft Office suite.
  • Proficient with current Microsoft and Mac operating systems.
  • Skilled in device imaging processes.
  • Advanced knowledge of mobile device hardware.
  • Experience with project and time tracking processes.
  • Demonstrated advanced technical troubleshooting and problem-solving abilities.
  • Knowledgeable in workstation management software.
  • Experienced with common peripherals and accessories.
  • In-depth understanding of IT security best practices.
  • Familiarity with IT network hardware, software, and concepts.

Preferred Knowledge and Skills:
  • Experience in a highly matrixed healthcare environment.
  • Strong customer service skills.

Education and Experience Requirements:
  • High School diploma or equivalent.
  • 2-4 years of technical experience in a complex, dynamic environment.

Preferred Education and Experience:
  • Associate's degree in a computer or technology-related field.

Licensure, Certification, or Registration:
Must possess TWO of the following IT-related certifications:
  • CompTIA A
  • CompTIA Network
  • CompTIA Security
  • Cisco CCNA
  • ISC2 CC
  • AWS Certified Cloud Practitioner

Microsoft 365 Certification:
Endpoint Administrator Associate

Microsoft Certification:
Fundamentals series (Azure Cloud, AI, Data, Security, etc.)

Only one Fundamentals series certification will be accepted.

This facility is an equal opportunity employer and adheres to 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. The minimums and maximums for each position may vary based on geographical location.

Category:
Information Systems

Organization:
AdventHealth Information Technology

Schedule:
Full-time

Shift:
Day

Req ID:


We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age, or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits, and other terms and conditions of employment.