The role of the Desktop Support Technician II is to provide first line support for all customers of Florida Orthopaedic Institute and Surgery Centers and OSM Divisions. The IT Service Desk is the central point of contact for all IT related incidents and service requests. The Desktop Support Technician II is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service through our ServiceNow Ticketing system.

Key Responsibilities:

• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• To assist all our users with any logged IT related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware
• To resolve incidents with printers, copiers and scanners.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Exhibit a flexible approach to working on a rotating basis and provide necessary coverage where needed.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• To work within the relevant legislation, policies and procedures.
• To participate in the Annual Performance Development Review Process.
• To attend training courses as identified and agreed for appropriate development.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
• Assure compliance with all company plans, policies and procedures set forth by the Florida Orthopaedic Institute
• All other duties as assigned

Qualifications

• 1+ year previous experience of working in an IT support level 1 role or equivalent.
• Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office.
• Excellent IT skills and computer literacy.
• Excellent organizational skills.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Good attention to detail and ability to show initiative.
• Ability to plan and prioritize work load without supervision.