IT Support Specialist - Senior

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) 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. This position is a direct interface to the customer on behalf of other Adventist Information Technology (AIT) technical teams and will provide advanced expertise local or remote support and troubleshooting. Provides advanced expertise to solve key business challenges or resolve software and device connectivity issues. Assists with configuration and troubleshooting of approved software, testing prototypes, new business evaluations and working directly with the vendor to solve critical issues. 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 Senior position works under minimal supervision. This position leads medium to large sized projects and initiatives that are important to the physician, clinical and business workflow. Will make effective decisions regarding consumer-based equipment and work directly with unit leadership to solve problems or business critical issues. The ITSS Senior will develop, direct, and assist with consumer training, provide clear documentation, and mentor other IT Support Specialists. 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 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. Provides leadership and direction to site walk-through and audits to ensure accurate equipment and compliance.

• 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 experiences you’ll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED:

• Expertise with various Internet Browsers.

• Proficient with Microsoft Office suite.

• Proficient with current Microsoft and Mac operating systems.

• Expert at device imaging processes.

• 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.

Knowledge and Skills Preferred:

• In-depth working in a highly matrixed, healthcare environment.

• Advanced customer service and de-escalation skills.

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.

EDUCATION AND EXPERIENCE PREFERRED:

• Bachelor’s degree in healthcare, business, or technology related field.

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

Must have THREE 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: 24018961

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.