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Job Description
Jacksonville, FL
Job Id:
1053
# of Openings:
1
POSITION TITLE: IT SPECIALIST II
Borland Groover is one of Florida's leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves in delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values aligning with ours, apply to join our team!
POSITION SUMMARY
The Tier II Specialist is responsible for providing intermediate subject matter expertise, guidance, and technical support to a range of users as well as other support staff in an efficient and effective manner. This position requires an individual with intermediate experience in computer systems and networking. The ability to clearly communicate with the various support levels, development groups, leadership, and other users is essential.
ESSENTIAL JOB FUNCTIONS
- Manage routine incidents, triage calls, and escalate calls as appropriate to ensure the issue is resolved efficiently and meeting our Service Levels.
- Collaborates effectively with other support members to resolve more complex problems in a timely manner
- Responsible for the status of and ongoing management of assigned tickets.
- Responds to telephone, email, and online requests for routine technical support issues
- Formally document and share issue-related and/or preventative knowledge
- Operates effectively with close supervision and communicates well with management
- Occasionally assigned to work on projects.
- Has knowledge of the support desk metrics and understands how they can impact those metrics in a positive way.
- Provides 24x7 on-call support on a rotational to resolve critical system issues
- Other daily duties that are assigned
GENERAL QUALIFICATIONS
- Possess professional IT Certifications, such as CompTIA Network +, and Microsoft applicable certifications
- 3+ years of experience in Tier Two level support for service desk. Preferably in a healthcare environment
- An intermediate understanding of operating systems, business applications, printing systems, and some network knowledge
- Good written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
- Customer Service Skills
- Experience in navigating through software programs
- Ability to manage projects and maintain attention to detail.
- Goal-oriented and able to function and occasionally lead to achieve deadlines.
- Ability to work beyond a 40/hour work week, including weekends as needed.
- Travel as required.
EDUCATION AND EXPERIENCE
- High School diploma required.
- Customer service experience a plus
- Technical Certifications such as CompTIA A+ and Network + are preferred.
- Some experience in customer service or IT support is helpful. Preferably in a healthcare environment
PHYSICAL REQUIREMENTS
- Ability to stand, walk, and sit for an extended period.
- Ability to communicate in English.
- Ability to see within normal parameters.
- Ability to hear within normal range.
- Ability to use hands, arms, and legs within specifications of the job
- Ability to lift 40 pounds
BENEFITS (FULL-TIME ONLY)
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Retirement Plan
- Life Insurance
- Short- and Long-term disability
- Profit Sharing
- Supplemental Insurance
- Education and Tuition Reimbursement funding
- Initial Uniform Allowance
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- Paid Holidays
IMPORTANT NOTE
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We thank all applicants for their interest, however only those selected for an interview will be contacted.
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