IT Support Specialist - Intermediate

All the benefits and perks you need for you and your family:

Benefits from Day One

Paid Days Off from Day One

Student Loan Repayment Program

Career Development

Whole Person Wellbeing Resources

Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

The role you’ll contribute:

The IT Support Specialist (ITSS) Intermediate is an experienced level hourly position responsible for supporting providers, clinicians, and business professionals that use technology solutions to improve their work processes. This position provides accurate and timely support services for consumer devices. Intermediate support specialists are responsible for installing and troubleshooting all consumer-based hardware, software, and peripherals. This position is a direct interface to the customer on behalf of other Adventist Information Technology (AIT) technical teams and will provide experienced local or remote support and troubleshooting. Assists with evaluations and recommendations of vendor packages and implements approved software. Essential job duties require participation in on call; use of a personal cell phone for voice and data communications; periodic weekend and night work; travel between locations to provide support as required.

The Intermediate works with mid-level supervision. This position will lead small to medium sized projects of general complexity that impact the business. The position also provides and assists in the general evaluation of business problems, vendor solutions, software packages, and consumer related devices. Provides consumer and team training, as well as work instructions. Provides status reports, problem-resolution summaries, and inventory reports as required.

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.

• Perform preventive maintenance on authorized AdventHealth devices.

• Communicate with consumers to provide solutions to technical problems.

• Lead small to mid-size projects and special initiatives within allotted timeframe.

• Follow and maintain AIT standard operating procedures for field operations.

• Able to support audio-video technology with minimal assistance.

• Create and reference centralized AIT Field Operations knowledge bases.

• Perform proficient level repairs for AdventHealth devices.

• Work with our designated AdventHealth IT vendors for support.

• Meet the standard SLA for incident and request.

• Provide image builds and/or modifications to Senior or ITSS leadership for validation.

• Takes ownership of tasks, projects, and end user education.

• Provides training and support to IT Support Specialist Associates.

• Recognize critical roadblocks and escalate to Senior, or ITSS leadership for resolution.

• Contribute to maintaining accurate IT inventory using appropriate tracking management software.

• Assist with site walk-throughs with department leadership and facilities for projects.

Qualifications

The expertise and experiences you’ll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED:

• Knowledge and experience with various Internet Browsers.

• Proficient with Microsoft Office suite.

• Proficient with current Microsoft and Mac operating systems.

• Proficient at device imaging process.

• Advanced knowledge of mobile devices hardware.

• Skilled with projects and time tracking processes.

• Demonstrates advanced technical troubleshooting and problem-solving skills.

• Knowledgeable of workstation management software.

• Experienced with common peripherals and accessories.

• In-depth knowledge of IT security best practices.

• Experienced knowledge of IT network hardware, software, and concepts

Knowledge and Skills Preferred:

• Experience working in a highly matrixed, healthcare environment.

• Proficient customer service skills.

EDUCATION AND EXPERIENCE REQUIRED:

• High School diploma or equivalent.

• 2-4 years’ technical experience in a highly complex, dynamic environment

EDUCATION AND EXPERIENCE PREFERRED:

• Associate’s degree in computer or technology related industry.

LICENSURE, CERTIFICATION OR REGISTRATION:

Must have TWO of the following IT related certifications :

• CompTIA A

• CompTIA Network

• CompTIA Security

• Cisco CCNA

• ISC2 CC

• AWS Certified Cloud Practitioner

• Microsoft 365 Certified: Endpoint Administrator Associate

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

Only one Fundamentals series certification will be accepted

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Information Systems

Organization: AdventHealth Information Technology

Schedule: Full-time

Shift: 1 - Day

Req ID: 24018955

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.