• Responsible for being the primary point of contact for customers to report Service Requests, Incidents, and other communications to the IT Department. Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into the Help Desk/Call Management system. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed/assigned to the appropriate service provider. Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
• Behavioral Criteria: Applies basic diagnostic techniques from KnowledgeBase to identify problems, investigate causes and recommend solutions to correct common failures. Follow established procedures for all IT Communications as established for the Service Center. Escalates complex problems to the appropriate Group within organization.

Reports:

Director/IT Infrastructure Services

Supervises:

None

Required Education:

Minimum: High School Diploma or Equivalent Preferred: Associate degree in Computer Technology or a related field.

Required Experience:

One year experience working in a customer service/support environment.

Required Certification/License/Registry:

• NOTE Use of personal vehicles is required. It is the responsibility of the vehicle owner to maintain adequate insurance coverage for their personal vehicle used in conjunction with their duties as an employee. TMH will reimburse the business use of a personal vehicle in accordance with procedures defined by the Internal Revenue Service. It is important to note that your personal vehicle will be used to provide service to fellow colleagues of TMH and NOT to paying customers. This distinction is important because you may be asked if you use your personal vehicle to provide services to "customers."
• Behavioral Criteria: Qualified candidates must provide a seven (7) year driving record from the Department of Motor Vehicles with no more than six (6) points and no indication of poor driving habits. The qualified candidate must be at least 21 years of age.

Reports:

Director/IT Infrastructure Services

Supervises:

None

Required Education:

Minimum: High School Diploma or Equivalent Preferred: Associate degree in Computer Technology or a related field.

Required Experience:

One year experience working in a customer service/support environment.

Required Certification/License/Registry:

• NOTE Use of personal vehicles is required. It is the responsibility of the vehicle owner to maintain adequate insurance coverage for their personal vehicle used in conjunction with their duties as an employee. TMH will reimburse the business use of a personal vehicle in accordance with procedures defined by the Internal Revenue Service. It is important to note that your personal vehicle will be used to provide service to fellow colleagues of TMH and NOT to paying customers. This distinction is important because you may be asked if you use your personal vehicle to provide services to "customers."
• Behavioral Criteria: Qualified candidates must provide a seven (7) year driving record from the Department of Motor Vehicles with no more than six (6) points and no indication of poor driving habits. The qualified candidate must be at least 21 years of age.

Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen, background check, reference verification, health assessment, and credential/license verification.