POSITION SUMMARYThis position provides information services and end user technology support that consistently exceeds our customers’ expectations and supports the corporate objectives of Health First. This position is a highly visible position to Health First associates and customers and serves as the front line of IT support by servicing end user device needs. The position requires flexibility for working shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities.

　　PRIMARY ACCOUNTABILITIESEngagement: * High integrity and compatibility with Health First I-CARE Values * Elicits trust from peers by demonstrating responsibility and dependability and with open honest communication. * Exhibits a positive attitude in all duties. * Has a nurturing attitude that is able to contribute to the attainment of high but realistic expectations. * Contributes to a collaborative culture and positive work environment * Is a high caliber team player. * Actively participates in effective planning and decision making that positively affects departmental results and contributes towards the success of Health First. * Innovative by displaying original thinking and creativity, where necessary. * Establishes trust and credibility at all levels of the organization; cultivates relationships with peers and associates; comfortable working in a matrix model. * Strong understanding of customer service operations. * Always demonstrates a “service-first” philosophy.

　　*PRIMARY ACCOUNTABILITIES *1. Maintains a high level of security in assigned areas of responsibility, abiding by established Health First policies and procedures.2. Applies advanced customer support techniques to ensure customer satisfaction.3. Translates customer concerns and technical solutions in system/application issues in an understandable knowledgeable manner and educates customers on the Health First Standard Environment. 4. Builds new devices (PCs, laptops, tablets, etc.) to enterprise standards, and ensures all End User devices are secured to Information Security standards.5. Participates in the deployment and troubleshooting of computer systems, mobile devices, patient entertainment systems, multimedia systems, pagers, medication carts, and applications related to core systems6. Maintains inventory of computer equipment/supplies as new or repaired hardware is received at each facility. Provides weekly updates as required7. Creates, monitors, and assigns Incident and Request tickets internally and with 3rd party contract support vendors within multiple incident ticketing systems8. Escalates calls to the 3rd level Support only after proper troubleshooting process have proven ineffective, and properly documents all assigned help desk tasks.9. Prioritizes and assigns Support Center cases appropriately and provides customer support and service completion within the priority and case closure standards as agreed to in the departmental Service Level Agreement documentation.10. Reviews quality of junior team members’ work and proactively assists the team.

　　MINIMUM QUALIFICATIONSEducation: Associate Degree in relevant fieldLicensure: None requiredCertification: * HDI Desktop Support certification is required upon hire or must obtain within 180 days and maintained while in the role * CompTIA Exam or Microsoft Windows/Office Certification, or Cisco Certification upon hire and maintained while in the roleWork Experience: * Two years customer support experience and one year technology experience * Customer Support and IT experience may be concurrent.Work Experience in lieu of Education: High school diploma or equivalent, three years of customer service experience, and two years of technology experience (experience may be concurrent)

　　Knowledge/Skills/Abilities: * Advanced Knowledge of Microsoft Office Applications and Windows Operating systems * Demonstrates exceptional customer service skills and ability to relate to customers’ needs and concerns. * Demonstrates good oral, written, and interpersonal communication skills * Able to handle stressful and dynamic work situations while contributing to a positive team environment * Exhibits analytical and problem-solving abilities * Exhibits leadership and project management skills * Reliable transportation is required to travel to any Health First site to support customer needs, which may require securely transporting IT equipment in a privately owned vehicle. * Able to work shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities.

　　PREFERRED QUALIFICATIONSEducation: Associate degree or higher in related areaLicensure: NoneCertification: No additionalWork Experience: Healthcare environment experienceKnowledge/Skills/Abilities: Working knowledge of Active Directory

　　PHYSICAL DEMANDS: * Able to lift up to 40 lbs. at least 10 times a day * Able to work extended hours when required * Able to handle various physical activities deploying PCs and other devices in various work locations * Able to sit, stand or walk for extended periods. * Visual acuity and ability to view computer screen for extended periods of time. * Able to enter data using hand/wrist dexterity.

　　Job: *Technical Support

　　Organization: *Health First Shared Svcs Inc

　　Title: IT Field Services Tech II - Field Services

　　Location: Florida - Brevard County

　　Requisition ID: 070582