Application Support Spec

We hire to retire! We offer our employees a work life balance and supportive team in each of our clinics that makes PALMS culture our greatest benefit. Besides a Monday through Friday set schedule and a rich PTO plan, we treat every employee like Family. Feel the difference, apply today.

We hire to retire. Come join our amazing team of professionals offering total family wellness and healthcare to residents of 7 counties via our 13 offices in North Florida.

PERKS:

• Work a Monday through Friday schedule from 8am - 5pm.
• Enjoy 12 PAID Holidays including your Birthday.
• Family focused company values for work/life balance
• 20 days of PTO per year.
• Pay increase after initial 90 days of employment,
• Low-cost Palms office visits and Palms Pharmacy prescriptions for employees and dependents.

Position Summary:

The Application Support Specialist provides assistance related to the installation, operation, and maintenance of Palms Medical Group’s computer software application programs.

Description of Primary Responsibilities

1) Respond to internal employee technical issues via phone, email, and chat.

2) Act as main contact to receive and handle support tickets and resolve support-related issues regarding Palms applications.

3) Work closely with HR to make sure new employees are equipped with the accounts and credentials for ancillary platforms that Palms Medical Group uses.

4) Provide hands-on technical support or walk users through a troubleshooting and resolution process by phone or remote support platform.

5) Diagnose and troubleshoot software issues and communicate updates and resolutions directly to employees.

6) Collaborate with internal departments and vendors to ensure seamless execution of important tasks and projects.

7) Use technical expertise to guide key decisions related to Palms Medical Group systems.

8) Trained to support the EHR platform, which is a critical piece of Palms Medical Group’s day-to-day operation.

9) Install, configure, make changes, and repair computer hardware and software.

10) Manage Help Desk tickets in a timely manner.

11) Manage physical access to all PMG facilities, including programing RFID badges and maintaining access logs.

12) Participate in the creation, management, and removal of Active Directory and Microsoft 365 accounts.

13) Assist in management of PMG’s Emergency COOP plan (Continuance of Operations Plan)

14) Shall perform other related duties as requested by the Director of Information Technology, CFO, or the CEO to improve the efficiency of PMG.

Description of Primary Attributes

General Development:

1) Must be organized, a self-starter and detailed oriented.

2) Job duties require the ability to work independently and as part of a team.

3) Basic understanding of information technology and Windows operating systems

4) Must be able to work flexible hours.

Professional & Technical Knowledge:

1) 2 years customer service experience and 2 years' troubleshooting IT application, data, or related problems required.

2) 1 year providing internal support and problem management for enterprise data systems common to the medical profession preferred.

3) 1 year working with an enterprise-level ticketing systems such as Zendesk, Fresh Service, is preferred

4) 1-2 years’ experience supporting applications in companies with 200 or more employees.

5) Experience with EHR platforms like Epic, NextGen, Athena, etc.

6) CompTIA A certification or equivalent knowledge of troubleshooting hardware and software issues in an enterprise environment

7) Experience with the Microsoft 365 Suite of applications

8) A strong desire to learn new technologies and platforms.

9) Self-motivated with the ability to effectively prioritize projects and needs.

10) Able to work with minimal supervision.

Licenses & Certifications:

1) High School Diploma or Equivalent

2) CompTIA A certification

3) CompTia Network or Security certification

Communications Skills:

1) Effectively communicates complex and/or technical information to co-workers, patients and/or vendors.

2) Gaining feedback to employees and peers to improve I.T. methods.

Physical/Mental/Emotional Demands:

• Standing for long periods of time
• Sitting for long periods of time
• Viewing a computer monitor for long periods of time.
• Bending
• Stretching / Reaching
• Walking short distances
• Lifting up to 50 pounds
• Operating office equipment (computer, fax machines, telephones and copy machines)
• Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
• Health / Safety Consideration of Position
• Exposure to a variety of scents and odors
• Must utilize universal precaution in clinical or exposure situations as prescribed by federal state, and local guidelines and/or laws.