Physician Partners of America

  • IT Support Engineer

    Job Locations US-FL-Tampa
    Job ID
    2018-1702
    Category
    Information Technology
    Type
    Full-Time
  • Overview

    IT Support Engineer

     

    Physician Partners of America (PPOA) is an established and growing multidisciplinary integrated healthcare organization. We have multiple ASC, clinic, pharmpacy, and laboratory locations in both Texas and Florida with our corporate headquarters in Tampa, FL.

     

    PPOA is looking for an IT Support Engineer ito handle the day-to-day operation and serve as escalation point of contact for the PPOA Service Desk. Duties include resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service. This role covers support of the desktop environment, networks, communications services and other basic IT functions of our offices. The primary focus of the Service Desk Technician II is to coordinate and facilitate the rapid resolution of incidents and timely response to service requests impacting business operations. The role will require a mix of hands on technical support for both Tier I and escalated Tier II IT issues.

    Responsibilities

    Qualifications/Job Requirements:

    • Monitors incoming support requests from end users via telephone, ticket system and e- mail in a courteous manner.
    • Documents all pertinent information thoroughly on each support request to ensure a timely and appropriate response.
    • Builds rapport and elicits problem details from helpdesk customers. Prioritizes and schedules support requests.
    • Escalates support requests appropriately.
    • Installs hardware and software on Dell Laptops and Desktops
    • Image new Dell Laptops and desktops for use by our users
    • Documents the problem-solving process for each support request, including all successful and unsuccessful decisions made, as well as the actions taken to the final resolution.
    • Applies diagnostic utilities to aid in troubleshooting.
    • Utilizes technical resources appropriately to aid in problem resolution, including accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet.
    • Identifies and learns the software and hardware used and supported by the organization.
    • Install Printers
    • Develops help documents and frequently-asked question lists for end users.
    • Interacts clearly with vendors to provide support for systems.
    • Provides training to employees regarding system usage.
    • Participates in after-hours support rotation as needed.
    • Works escalated Tier II IT Issues.
    • Travel to remote offices when necessary.

    Qualifications

    Required: 

    • High school degree or equivalent
    • Interest in obtaining additional technical knowledge/skill sets
    • Foundational understanding of hardware, software, networks and printers
    • Demonstrated knowledge of continuous improvement
    • Excellent verbal and written communication skills
    • Proficient in Microsoft Word, Excel, PowerPoint and Outlook
    • Analytical and problem solving skills
    • Able to quickly organize and prioritize competing priorities

    Preferred:

    • Industry Standard/recognized certifications
    • Enterprise hardware/network support experience
    • Advanced data analytical skills

    PPOA celebrates and supports diversity and is proud to be an Equal Opportunity Employer. PPOA performs criminal background checks and pre-employment drug screens.

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