Senior Technical Support Representative

Qualifications:
• High School diploma or GED and advanced education/training in technical field
• Minimum of three (3) years of technical IT experience
• Minimum of five (5) years of customer service experience
• Excellent communication (written and verbal), interpersonal, and presentation skills
• Outstanding customer service skills and a dedication to the customer service experience
• Dependable to be at work during assigned shifts and to complete work as expected
• Computer proficiency in common PC applications (Microsoft Office, Outlook, Anti-Virus and Internet Browsers)
• Knowledge of Active Directory
• Computer hardware knowledge
• Demonstrated troubleshooting skills
• Demonstrated experience with hardware and software issues
• Intermittent Driver – Valid driver’s license and automobile insurance per Company policy. Ability to travel off-site to meet business needs
• Able to work independently and efficiently to meet deadlines
• Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues
• Able to promptly answer support related email, phone calls and other electronic communications
• Self-motivated, detail-oriented and organized

Competencies:
• Satisfactorily complete competency requirements for this position.

Responsibilities of all employees:
• Represent Company professionally at all times through care delivered and/or services provided to all clients.
• Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures and standard practices.
• Observe Company's health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within Company.
• Use resources in a fiscally responsible manner.
• Promote Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with co-workers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

Job Responsibilities:
• Applies internal call handling procedures and use of ticketing system for management of issue resolution data in order to provide training and support to team.
o responds to users requiring technical assistance via phone, electronically or in-person
o troubleshoots and resolves technical hardware and software issues
o researches questions using available information resources
o advises users on appropriate action
o follows standard help desk procedures
o documents resolutions and known issues by updating the internal knowledgebase (Track-It Solutions) and/or communicating with relevant business units
o escalates more involved issues to the appropriate Level 3 support teams
o identifies and escalates situations requiring urgent attention immediately
• Responsible for imaging, configuring and distributing new devices.
• Troubleshoots and supports PC, laptop, tablet, phone system and smart phones, printers, and common software applications; maintains equipment inventory.
• Completes phone system requests for new programming (hunt group, call routing, STAR apps, etc.).
• Remotes in for installation support.
• Assigns security and ensures all Policies and Procedures are followed.
• Provides quotes for all IT related requests, completes CERs, and purchases approved requests.
• Provides Move, Add, and Change (MAC) support for the Organization.
• Assists in the IT response to software and hardware problems in a timely manner to ensure minimal down time.
• Ensures daily status reports and shift handover reports are provided to on-call staff.
• Performs other duties as assigned.

All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/.