IT Help Desk Support

Role - IT Help Desk Support

Location - Orlando, Florida, US - Client office: 6545 Corporate Center Blvd., Suite 240 Orlando, FL 32822

Client - Luxoft/OPTUM

Comment for the role:
Onsite work from the Client's office (5 days)
Location: FL220 WellMed Network of FL - Orlando
6545 Corporate Center Blvd., Suite 240
Orlando, FL 32822

What does the Client interview process look like? 2 x 30-minute interviews

a. How many rounds? 2 or more

b. Video vs. phone? Teams video

c. How technical will the interviews be? Basic tech skills

• Project Description:

Primary Responsibilities:
- Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
- Follow all escalation procedures according to service level agreement - Use remote control tool (Bomgar) to assist end users when needed
- Provide an accurate record of each call, in incident management tracking tool (Service Now)
- Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
- Act as a technical resource to others to resolve problems, issues, errors or related
- Anticipate customer needs and proactively identifies solutions
- Plan, prioritize, organize, and complete work to meet established objectives. Tech needs to work autonomously but has support from the larger team.

What does the team structure look like - how many members and what is the break-down of the team's skill sets (ex: 1 PM, 4 Developers, etc.)?
Desktop Services for WellMed, has over 50 techs in Texas and FL, this position in FL is inclusive of the FL Desktop Services team with 8 team members in
6 different markets. This position will make 3 team members in Orlando.

Travel: Travel will be within the Orlando metro area to multiple clinics.
As issues come up the tech is expected to drive to the clinic and address the issue.
The Orlando market currently has 11 clinics, these will be divided between 3 techs, this candidate is one of them.
Travel is also required for new clinic acquisition work. If this travel is over 100 miles a rental car is recommended, and the tech will input a travel request for that to happen.
Hours should be standard 40 per week/8-5
Travel time is 25% of the time: Travel will be within the Orlando metro area. Tech will be required to travel to clinics for on-site service/support as needed.

• Responsibilities:

- Assist with new hires and acquisitions.
- Follow all escalation procedures according to the service level agreement
- Use a remote control tool to assist end users when needed
- Provide an accurate record of each call in the incident management tracking tool
- Anticipate customer needs and proactively identify solutions
- Plan, prioritize, organize, and complete work to meet established objectives

• Mandatory Skills Description:

Absolutely must:
1.Good communication skills
2. Ability to articulate IT troubleshooting with non-IT personnel, providers, and medical staff
3. Ability to work autonomously with little supervision and good documentation skills.
Minimum 3 years IT experience with 5 + preferred.

Requirements:
- 3 or more years of experience with PC operating systems
- 3 or more years of experience in a customer service role
- 3 or more years of Technology Support experience
- Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
- Experience with MS Office (including Word, Excel, and PowerPoint) Assets - Information Technology Certifications preferred
- Computing Technology Industry Association A+ Certification preferred
IT Field tech experience, in any discipline, medical/clinical support preferred.
Must have own transportation and be willing to travel to multiple clinics in the area when needed.

• Nice-to-Have Skills Description:

Communication skills with non IT People
Ability to work autonomously.

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