Service Desk Technician - Hybrid

Healthesystems offers workplace flexibility with our Work-From-Home model, and a competitive compensation and benefits package including healthcare coverage, PTO, paid holidays, 401(k), company-provided life insurance/disability coverage, wellness options, and more.

Note{​{:}}  This is a hybrid location role.  Therefore, this position will require the incumbent to work in our Tampa, FL office 2-3 days per week and work from home the balance of the week

Summary{​{:}} The Service Desk Technician provides technical assistance to internal Healthesystems customers for IT-related issues. This position requires strong communication and problem-solving skills to provide first tier support as well as the ability to identify, log, categorize, prioritize, and escalate issues as appropriat

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Key Responsibilities{​{:}} “To simplify complexities for each custome

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p
1. ;
   
   Respond to requests for technical assistance from HES employees via e-mail, phone, in-person, or remote support in accordance with established SL
A
2. s.
   Participate in after-hours, on-call support rotati
o
3. n.
   Conduct thorough first-level analysis and triage using effective troubleshooting techniques to achieve first contact resolution for hardware, OS, and application issu
e
4. s.
   Document all support-related activities accurately ing the ticket management system according to defined polici
e
5. s.
   Follow proper escalation path for issues that cannot be resolved at the first support tier while retaining ownership and keeping the customer informed of status during the resolution proce
s
6. s.
   Install, upgrade, and configure computer hardware and software. Perform PC maintenance, including minor hardware repair for equipment not covered by third-party vendor maintenance agreemen
t
7. s.
   Track technology equipment allocations and monitor computer hardware and software inventories including the completion of routine audits. Follow guidelines for asset inventory management and software licensing compliance. Perform workstation relocations as requir
e
8. d.
   Record, track, and fufill service requests, including purchasing and deployment of IT equipment as direct
e

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Qualifications/Education/Certifications{​

:}}
Associate’s degree plus 1 or more years of relevant experience; or equivalent combination of education and experience. Preferred industry certifications{​{:}} A , Network , MCP/MCDST/M

ITP.
Knowledge, Skills and Abilities

​{:}}
Re

u
• ired
  
  1 years of IT help desk or service desk exper
i
• ence.
  Working knowledge of desktop operating systems (Windows, Mac OS) and industry standard web bro
w
• sers.
  Working knowledge of MS Active Dire
c
• tory.
  Working knowledge of MS Office pro
d
• ucts.
  Able to accurately follow written technical work instruc
t

ons.

Pre

e
• rred
  
  Basic understanding of ITIL, in particular Service Oper
a

ion.

Physical Demands/Working Condition

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Duties are performed primarily in an office setting. Travel to attend meetings and visit locations throughout the country may be required.  Operate computer and standard office equipment such as telephone, copier, and printer. While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is frequently required to use hands.  The employee is occasionally required to stand and walk.  *** Job descriptions will be reviewed and are subject to changes of business necessity.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential func

ions. Pay is based on several factors including but not limited to education, work experience, certifications, geographical cost of labor, etc.  In addition to base pay, Healthesystems offers a comprehensive benefits package including, health, dental, vision, disability and life insurance, wellness resources, recognition programs, 401k contribution, and PTO & Holiday pay (all subject to eligibility requirements). Applicable statutory benefits also provided.  https{​{:}}//healthesystems.com/

careers/Anticipated Starting Pay Range{​{:}} $24.38 USD - $

6.44 USD To facilitate working from home, and as a requirement for this role, candidates must provide their own reliable, high speed internet access with sufficient bandwidth to execute all job functions. Company laptop will be

rovided.
Healthesystems California Prospective Employee Priva