Texas Health Huguley FWS is hiring: Senior IT Support Specialist in Davenport

Job Description - Senior IT Support Specialist

Schedule: Full Time

Covering Heart of FL (Davenport)

The IT Support Specialist (ITSS) Senior is an advanced level hourly position responsible for in-depth consumer support and troubleshooting of provider, clinician, technical and business professionals that use technology solutions to improve their work processes.

This position provides accurate and timely support services for consumer devices. Senior support specialist is responsible for advanced services, including installing and troubleshooting all consumer-based hardware, software, and peripherals.

Responsibilities:

• Install 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.
• 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.
• 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.

Qualifications

The expertise and experience you’ll need to succeed:

• Proficient with Microsoft Office suite.
• Proficient with current Microsoft and Mac operating systems.
• 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.

Must have THREE of the following valid IT related certifications:

• AWS Certified Cloud Practitioner
• Microsoft Certified: Fundamentals series (Azure Cloud, AI, Data, Security etc.)

***Only one Fundamentals series certification will be accepted***

Education and Experience Required:

• 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.