Desktop Support Specialist III

4 weeks ago

Tampa, Florida, United States Orthopaedic Solutions Management Full time
Job Summary

We are seeking a highly skilled Desktop Support Technician III to join our team at Orthopaedic Solutions Management. In this role, you will provide first-line support for all customers of Florida Orthopaedic Institute and Surgery Centers and OSM Divisions.

Key Responsibilities:

  • Diagnose and resolve advanced software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
  • Assist support desk technicians with troubleshooting beyond a core level and document steps and processes when applicable.
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes and escalate incidents to other support teams when necessary.
  • Accurately record, update, and document requests using the IT service desk system.
  • Work with engineering teams to implement new processes and new IT equipment.
  • Maintain a first-class level of customer service, ensuring all customers are treated efficiently and in an appropriate manner.
  • Communicate effectively with technical and non-technical colleagues at all levels in the organization.
  • Be a highly motivated team player with the skills and ability to manage changing priorities.
  • Create, maintain, and publish relevant support documentation to assist staff and students in resolving incidents and service requests.
  • Exhibit a flexible approach to working on a rotating basis and provide necessary coverage when needed.
  • Be willing to attend internal training as necessary to stay up-to-date with the latest technology and internal system processes.
  • Work within relevant legislation, policies, and procedures.
  • Participate in the Annual Performance Development Review Process.
  • Attend training courses as identified and agreed for appropriate development.
  • Undertake other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

About You:

  • 2+ years of previous experience 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.
  • 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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