Systems Engineer
Job Locations US-FL-Tampa
Job ID 2020-2722 Category Information Technology Type Full-Time
Overview
The IT Support Engineer is responsible for the day-to-day operation and serve as point of contact for the PPOA Service Desk including resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service. This role covers support of the desktop environment, networks, communications services and other basic IT functions for Physician Partners of America. The primary focus of the IT Support Engineer is to coordinate and facilitate the rapid resolution of incidents and timely response to service requests impacting business operations.
Responsibilities
• Monitors incoming support requests from end users via telephone, ticket system and e- mail in a courteous manner.
• Documents all pertinent information thoroughly on each support request to ensure a timely and appropriate response.
• Builds rapport and elicits problem details from helpdesk customers. Prioritizes and schedules support requests.
• Escalates support requests appropriately.
• Installs hardware and software on Dell Laptops and Desktops
• Image new Dell Laptops and desktops for use by our users
• Documents the problem-solving process for each support request, including all successful and unsuccessful decisions made, as well as the actions taken to the final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Utilizes technical resources appropriately to aid in problem resolution, including accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet.
• Identifies and learns the software and hardware used and supported by the organization.
• Install Printers
• Develops help documents and frequently-asked question lists for end users.
• Interacts clearly with vendors to provide support for systems.
• Provides training to employees regarding system usage.
• Participates in after-hours support rotation as needed.
• Travel to remote offices when necessary.
• Other duties as assigned.
Qualifications
Required:
• High school degree or equivalent
• Interest in obtaining additional technical knowledge/skill sets
• Foundational understanding of hardware, software, networks and printers
• Demonstrated knowledge of continuous improvement
• Excellent verbal and written communication skills
• Proficient in Microsoft Word, Excel, PowerPoint and Outlook
• Analytical and problem solving skills
• Able to quickly organize and prioritize competing priorities
Preferred:
• Industry Standard/recognized certifications
• Enterprise hardware/network support experience
• Advanced data analytical skills
KNOWLEDGE, SKILLS AND ABILITIES
Required:
• Demonstrated strong sense of urgency to achieve outcomes
• Effective written and verbal communication skills across multiple formats: formal presentations, meetings, conference calls, e-mails, and memos
• Ability to prioritize and multi-task in an ultra-fast paced, changing environment
• Absorption and understanding of new concepts at a rapid pace
• Strong interpersonal skills
• Excellent oral and written communication, and listening skills.
• Proven analytical and creative problem-solving abilities.
• Ability to effectively prioritize and execute tasks under pressure.
• Strong customer service orientation.
• Experience working collaboratively in a team-oriented environment.
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