Desktop Support Technician I

Job Description

Job Description

In this role you will :

The Desktop Support Technician is the central point of contact for all IT related incidents and service requests. The role of the TIER 1 Desktop Support Technician is to provide second line support for all customers of Florida Orthopaedic Institute and Surgery Centers.

The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.

Key Responsibilities :

• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• To assist all our users with any logged IT related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible;

escalating incidents to other support teams where necessary.

• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware
• To resolve incidents with printers, copiers and scanners.
• To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation in order to assist all staff / students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Exhibit a flexible approach to working on a rotating basis and provide necessary coverage where needed.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• To work within the relevant legislation, policies and procedures.
• To participate in the Annual Performance Development Review Process.
• To attend training courses as identified and agreed for appropriate development.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
• Assure compliance with all company plans, policies and procedures set forth by the Florida Orthopaedic Institute
• All other duties as assigned.

About You :

• Previous experience of working in an IT support role.
• Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office.
• Excellent IT skills and computer literacy.
• Excellent organizational skills.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Good attention to detail and ability to show initiative.
• Ability to plan and prioritize work load without supervision.

We Would Love It If You Also Had :

Experience in a healthcare facility setting

At FOI our goal is to provide our patients with world-class orthopedic care.

Our mission of providing the best care encompasses not only the care the physician provides, but all medical and administrative aspects of the patients encounter with Florida Orthopaedic Institute (FOI) as well.

Every staff member plays a vital role in this mission. We take pride in receiving the Patriot Award from the Department of Defense for the support that we give to National Guard and Reserve members who are employed by FOI.

We are committed to encouraging a culture of inclusion reflective of the communities we serve, and we provide equal opportunity to all.

Florida Orthopaedic Institute conforms to the spirit as well as to the letter of all applicable laws and regulations.

What we offer :

• Full time opportunities available, with room for career growth and advancement.
• Excellent job security and stability, to promote an optimal work life balance.
• Be part of this dynamic and growing high level Information Technology team!
30+ days ago