Senior Technical Support Representative

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing!

When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!

Role:
The Senior Technical Support Representative is responsible for the deployment and maintenance of computers, tablets, printers, phone system and smart phones, report development, technical support for telephony and computer systems on an agency wide basis. Liaises with vendors, assists with configuration issues, diagnoses performance problems, and troubleshoots application faults.

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.

Compensation Pay Range:

$55,232.15 - $86,300.24

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.

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/.