ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
Provides support to all end users on a wide variety of hardware and software issues. Evaluates user needs and coordinates with appropriate I.T. personnel when unable to resolve. Maintains incidents for tracking support issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
– Other duties may be assigned.
· Serves as the primary point of contact for clients requiring assistance with desktop, software, and hardware related issues.
· Enters, updates, and resolves incident tickets.
· Provide remote support via telephone/remote control software.
· Troubleshoots issues according to knowledge base articles. Provides notification of knowledge base articles that need to be added, updated, or removed.
· Provide outstanding customer service to our clients and maintain positive relationships with other employees and contractors.
· Desire and willingness to work in a collaborative, innovative, flexible, and team-oriented environment, while displaying a problem-solving orientation to issues daily.
· Provide on-call coverage as deemed appropriate by management.
· Flexible to complete any assigned task.
· Ability to quickly learn and adapt to new procedures, processes, technology, and applications.
· Strong planning and organizational skills.
· Exhibit strong communication skills by pro-actively responding to telephone calls, emails, in-person, and automated requests for technical support.
· Identify and escalate production-critical issues to appropriate IT personnel.
· Participates in projects as deemed appropriate by management.
· Participates in Disaster Recovery planning, implementation, and testing.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Minimum of Associates Degree or higher in IT or related field OR High School diploma/GED with 1 year of relevant IT or Healthcare experience required.
· Excellent verbal and written communication skills are required.
· Ability to solve complex problems in a timely manner.
· Accurate with good attention to detail.
· Ability to work under own initiative / self-motivated.
· Experience working in a large cross-functional team environment.
· Experience with information technology optimization preferred.
· Dexterity to learn new systems and programs rapidly.
· Previous experience in a service center and/or healthcare environment is desired.
· Must have the ability to work nights and weekends as needed.
· Must understand the following: computer hardware, peripherals, networking, and Active Directory.
· Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Visio).
· Certifications: None required.
· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.
