Job Details

Location: Education Training and Development Center - 12451 Gateway Blvd Fort Myers FL 33913

Department: IS Informatics

Work Type: Part Time

Shift: Shift 1/2:00:00 PM to 7:00:00 PM, Monday-Friday

Minimum to Midpoint Pay Rate: $22.73- $29.55 / hour

Summary

The IT Support Specialist (Tier 1) is the first point of contract for employees seeking IT support. This entry-level role is responsible for providing basic troubleshooting, password resets, and issue triaging while ensuring a positive customer service experience. IT Support Specialists will escalate more complex issues to Advanced IT Support Specialists (Tier 2) and Senior IT Support Specialists (Tier 3) for resolution, when needed.

Requirements

Education: High school diploma or equivalent required.

Experience: 0-1 years of IT support experience, Service Desk, or customer service required.

Certification: Certification from Microsoft or CompTIA preferred.

License: N/A

Other: Familiarity with HIPAA regulations and handling sensitive patient information is essential. Strong problem-solving skills under pressure. Capable of handling multiple priorities in a fast-paced environment. Excellent verbal and written communication skills. Ability to use telecommunication and ticketing systems effectively. Ability to sit, stand, and work at a computer for extended periods. Occasional exposure to high call volumes or peak periods requiring high flexibility. Listening skills: High degree of comprehension of the issues presented by customers. Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude. Troubleshooting skills: Ability to analyze issues and either determine root cause and identify appropriate solutions or appropriately escalate.

Key Skills:
• Basic IT Troubleshooting:

o Ability to assist with technical issues, such as password resets, browser compatibility, and mobile app troubleshooting.
• CRM or Ticketing Systems:

o Experience using customer relationship management (CRM) software or ticketing systems like ServiceNow to manage and document support inquiries.
• Secure Communication Tools:

o Knowledge of secure email and messaging platforms to maintain HIPAA compliance.
• Operating Systems and Devices:

o Understanding of Windows, MacOS, iOS, and Android systems to support users across various devices.
• Data Security Awareness:

o Knowledge of HIPAA compliance and best practices for data protection.
• Communication Tools:

o Familiarity with platforms like Webex, Microsoft Teams, or BeyondTrust (Bomgar) for virtual support.
• Problem-Solving:

o Strong analytical skills to troubleshoot and resolve technical issues effectively.

US:FL:Fort Myers