AdventHealth - Calhoun, GA
posted 3 months ago
Full-time - Mid Level
Calhoun, GA
Hospitals
About the position
The IT Support Specialist (ITSS) Senior is an advanced level position responsible for providing in-depth consumer support and troubleshooting for technology solutions used by providers, clinicians, and business professionals. This role involves installing and troubleshooting consumer-based hardware, software, and peripherals, while also leading medium to large-sized projects. The ITSS Senior serves as a direct interface to customers, ensuring accurate and timely support services, and is expected to work under minimal supervision while mentoring other IT Support Specialists.
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.
- 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.
Requirements
- 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.).
- 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.
Nice-to-haves
- In-depth working in a highly matrixed, healthcare environment.
- Advanced customer service and de-escalation skills.
Benefits
- 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
