Borland Groover
Jacksonville, FL
IT Specialist I
Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover, and find your values aligning with ours, apply to join our team!
Position Summary:
The Tier I Specialist is responsible for providing fundamental subject matter expertise, guidance, and technical support to a range of users and acting as the first level of support and help desk function for our staff. This position requires an individual with basic level experience in computer systems and networking. The ability to clearly communicate with the various support levels, development groups, leadership, and other users is essential.
Essential Job Functions:
- Manage routine incidents, triage calls, and escalate calls as appropriate to ensure the issue is resolved efficiently and meeting our Service Levels.
- Collaborates effectively with other support members to resolve more complex problems in a timely manner
- Responsible for the status of and ongoing management of assigned tickets.
- Responds to telephone, email, and online requests for routine technical support issues
- Formally document and share issue-related and/or preventative knowledge
- Operates effectively with close supervision and communicates well with management
- Occasionally assigned to work on projects.
- Has knowledge of the support desk metrics and understands how they can impact those metrics in a positive way.
- Provides 24×7 on-call support on a rotational to resolve critical system issues
- Other daily duties that are assigned
General Qualifications
- A basic understanding of operating systems, business applications, printing systems, and networking.
- Some knowledge of Microsoft Active Directory, Group Policy, and AD Administration.
- Some familiarity with Azure and Azure Active Directory
- Familiar with Office 365 and Office 365 Applications.
- Good written and verbal communication skills with the ability to effectively communicate issues to various audiences.
- Excellent Customer Service Skills
- Experience working with Help Desk software is a plus
- Ability to pay attention to and document issue details.
- Ability to work beyond a 40/hour work week, including weekends as needed.
- Travel as required.
- Knowledge of, or certification in, ITIL foundations is a plus.
Educations and Experience
- High School diploma required.
- Customer service experience a plus
- Technical Certifications such as CompTIA A+ and Network + are preferred.
- Some experience in customer service or IT support is helpful. Preferably in a healthcare environment
Physical Requirements
- Ability to stand, walk, and sit for an extended period.
- Ability to communicate in English.
- Ability to see within normal parameters.
- Ability to hear within normal range.
- Ability to use hands, arms, and legs within specifications of the job
- Ability to lift 40 pounds
BENEFITS
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Retirement Plan
- Life Insurance
- Short- and Long-term disability
- Profit Sharing
- Supplemental Insurance
- Education and Tuition Reimbursement funding
- Initial Uniform Allowance
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- Paid Holidays
