Millennium Physician Group
  • 31-Dec-2018 to 01-Mar-2020 (EST)
  • North Fort Myers, FL, USA
  • Hourly
  • Full Time

The IT Technical Support Specialist, Tier III is responsible for troubleshooting technical problems and for investigating and seeking known solutions related to technology issues. This position is a single point of escalation for all technicians and will assist in all territories. The technicians will escalate challenging or time consuming issues to the Specialist. The Specialist will handle account administration, mentor and train interns and technicians, perform testing of images, updates, changes, and releases prior to change orders. The Specialist will help to establish plans to roll out changes with little to no impact to the users and will be responsible for testing and ensuring the equipment works before release.  The Specialist will escalate concerns and issues to management or the Network/Systems team.  The Specialist Technician is to prioritize their service desk tickets and properly manage his or her time and assist the other technicians as needed. Tickets are to be updated on a daily basis. They are to communicate to the user and set expectations for a resolution based on the IT service level agreement. Troubleshooting for a solution may include, but is not limited to onsite installations or replacements of various hardware components, software repair, diagnostic testing, and the utilization of remote control tools used to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Performs technical support including installation, repair, or maintenance tasks of technology products.
  • Resolves customer problems and answers questions while providing the highest level of customer service.
  • Provides training and mentoring to field technicians and service desk coordinators.
  • Verifies work is complete before leaving area.
  • Test equipment, upgrades, new releases, and evaluate hardware and software.
  • Assist in establishing implementation plans to reduce impact to users for new releases and upgrades.
  • Handle challenging technology issues escalated by other technicians. Work with the Network/Systems team for resolutions.
  • Works under general supervision following IT policies and practices.
  • Updates and closes tickets based the criteria on the IT scorecard and SLA.
  • Assist in all territories as needed.

 

Supervisory Responsibilities

This job has no supervisory responsibilities but has focus on mentorship of junior level technicians.

 

Competencies

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.

Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience

Associate Degree in Information Technology or IT related field and 10-15 years related experience and/or training; or equivalent combination of education and experience.

 

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

Computer Skills

To perform this job successfully, an individual should have knowledge of Athena Database software, Microsoft Office, Microsoft Windows Operating Systems, Browsers, ADP Payroll systems, and Kaseya IT Management Platform.

 

Certificates, Licenses, Registrations

Comp TIA A+ and/or Network+ certification, Microsoft certifications or Health IT certification, preferred

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate depending the business activity of the office.

Millennium Physician Group
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