POSITION SUMMARYTo be fully engaged in providing Quality/No Harm, Customer Service and Stewardship by providing information services that consistently exceed our customers' expectations and support the corporate objectives of Health First, Inc. Manages small to medium projects with minimal supervision. This position requires the ability to deal effectively with basic systems and problems encountered at the systems analyst / systems integration level, with minimal assistance from peers or manager. This position will work with HF Management, cross-functional groups, e.g. Network, Database, Desktop, Web Technology and users to integrate and implement systems, troubleshoot complex application and hardware issues, and support company and systems initiatives. This associate will act as the communication "hub" coordinating the information technology activities during IT initiatives, MACS, and projects.PRIMARY ACCOUNTABILITIES:Engagement:
High integrity and compatibility with Health First I-CARE Values
Elicits trust from peers by demonstrating responsibility and dependability and with open honest communication.
Exhibits a positive attitude in all duties.
Has a nurturing attitude that is able to contribute to the attainment of high but realistic expectations.
Contributes to a collaborative culture and positive work environment
Is a high caliber team player.
Actively participates in effective planning and decision making that positively affects departmental results and contributes towards the success of Health First.
Innovative by displaying original thinking and creativity, where necessary.
Establishes trust and credibility at all levels of the organization; cultivates relationships with peers and associates; comfortable working in a matrix model.
Strong understanding of customer service operations.
Always demonstrates a “service-first” philosophy.
Quality/No Harm:
Maintains a high level of security as it pertains to system access, computer usage, remote access and physical security in assigned areas of responsibility, abiding by established
Health First Information Security policies and applicable HR policies and procedures.
Uses system tools to develop ad-hoc queries and reports in response to requests
Creates, reviews, and updates documentation on an annual basis for responsible processes.
Competently manages all assigned projects following HF PMO guidelines. Knowledgeable in the EIT PMO application and procedures and competently utilizes the required forms and applications as designated by the PMO.
Provides customer support within the priority and case closure standards as agreed to in the departmental Service Level Agreement documentation
Discusses or seeks guidance on intermediate level issues with Cross functional IT teams.
Test and evaluates new End-User devices for future standard adoptions
Oversees project work of Field Services staff by making and reviewing assignments, establishing priorities, coordinating activities, and resolving related work problems.
Stewardship:
Ensures that adequate testing is performed and documented prior to Hardware implementation
Mentors Customer Service associates assisting these associates with more complex issues or projects
Keeps Manager informed of status of activities and issues on a regular assigned schedule and in the appropriate format.
Performs duties independently, handling routine issues without analyst, PMO, or management intervention. Escalate more complex issues as needed to management as appropriate.
Able to demonstrate cost savings strategies within your area of responsibilities.
Leads in the development of processes and procedures to be used by IT Technicians.
Serves as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
Customer Experience:
Expert understanding of assigned Hardware functionality. (PC, Phone, Carts, etc)
Evaluates end-user equipment for purchase; recommends new configurations, provides training or arranges for vendor training for technicians.
QUALIFICATIONS REQUIRED:
Associate Degree in relevant field required. Bachelor degree preferred.
Three years minimum of customer support experience required, with demonstrated exceptional customer service skills and ability to relate to customers’ needs and concerns.
Minimum of three years’ technology experience required.
Project management experience preferred.
In lieu of Associates Degree, a high school diploma or equivalent, an additional two years’ of customer service experience and additional two years’ of technology experience and two years’ of project management may be substituted at director's discretion.
HDI Desktop Support certification is required within 180 days.
CompTIA A certification required and Network or Microsoft MCP certifications preferred.
Working background in a health care environment desired.
Reliable transportation is required to travel to any Health First site to support customer needs, which may require securely transporting IT equipment in a privately owned vehicle.
Demonstrates good oral, written, and interpersonal communication skills.
Advanced Knowledge of Microsoft Office Applications and Windows Operating systems.
Working knowledge of Active Directory is preferred.
Ability to work shifts at various times of the day at different geographic locations with additional on-call and weekend responsibilities.
PHYSICAL DEMANDS:
Able to lift up to 40 lbs. at least 10 times a day.
Able to work extended hours when required.
Able to handle various physical activities deploying PCs in the work areas.
Able to sit, stand or walk for extended periods.
Visual acuity and ability to view computer screen for extended periods of time.
Able to enter data using hand/wrist dexterity.MENTAL DEMANDS:
Ability to read, analyzes, and interprets general business periodicals, professional journals and technical procedures.
Ability to write clear and concise technical documents.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to handle stressful and dynamic work situations in a professional manner.
Ability to perform duties with minimal supervision.
Ability to assess, interpret data, and work to resolution of computer system problems.
Ability to satisfy customer requirements based on the understanding of equipment and concepts from the user's perspective.
Ability to regularly operate under deadlines and reprioritize to meet changing needs.
Ability to analyze various situations and provide possible solutions for issues.
Ability to mentor and coach technicians.
Job: Information Technology Organization: Health First Shared Svcs Inc Title: Field Services Systems Integrator - Field Services Location: Florida - Brevard County-Rockledge Requisition ID: 076359