JOB DESCRIPTION

The incumbent in this position is responsible for providing support to the Health & Human Services Departments through end-user voice and electronic communications, and handling the resulting incidents and service requests using standardized incident management and request fulfillment processes. The individual identifies, researches and resolves the more complex technical problems and provides resolution of escalated issues of higher difficulty to the subject matter experts. The incumbent may provide coaching or assist less experienced team members. This position is ultimately responsible for ownership of all customer incidents and requests, and tracks them to conclusion in line with the department Service Level Agreement (SLAs) and quality standards. This position provides daily support to the IT Electronic Health Records Administrator, and reports to the IT Operations Center Manager.

ILLUSTRATIVE TASKS
The listed duties are only illustrative and are not intended to describe every function that may be performed by this position. The omission of specific statements does not preclude management from assigning specific duties not listed, if such duties are a logical assignment to the position

• Acts as a single point of contact for IT Operations/Health & Human Services (HHS) Departments via customer phone, email and ticket interactions regarding technology-related issues and queries under IT Operations HHS.
• Takes ownership of assigned service requests and incidents, provides end-user status updates and communicates progress in a timely manner.
• Assists with providing support to day to day HHS applications, including NextGen, QS1 and specialized applications for mobile devices.
• Provides daily support to the IT Electronic Health Records Administrator,
• Reviews incident management systems (tickets), prioritize and schedule incidents to adhere to Tribe's Service Level Agreement (SLAs).
• Creates and updates admin/end user documentation
• Proactively monitors system performance and capacity planning.
• Monitors and optimizes resources to establish higher operating efficiency and minimize production incidents. Monitors web alerts (Solar Winds).
• Performs remote troubleshooting of technical incidents across all client-facing enterprise/HHS software, client hardware, and basic network infrastructure, following approved policies, procedures and guidelines.
• Diagnoses and determines cause, and implements skilled resolutions in a timely and proficient manner, in adherence to approved guidelines and procedures.
• Participates in on-site troubleshooting, or remote reservations as part of the team dispatch rotation, as needed.
• Displays technical proficiency with enterprise client hardware devices and other customer-interfacing the infrastructure technology.
• Escalates unresolved issues to next tier support teams, in adherence to approved policies, procedures and timeframes, while meeting all service level agreement mandates.
• Records events, problems and their resolution in the customer incidents and requests using standardized incident management and request fulfillment processes.
• Utilize Active Directory to create user accounts, exchange profiles and provide access to users via security groups or group policies.
• Performs imaging on new Life Cycle Replacement (LCR) and transferred computers. Assists with configuring and deploying new client systems to users to accommodate new purchases and or system failures.
• Reimages desktops/laptops and installs authorized software packages, along with updating and patching. Testing group policies for network drive and printer mapping.
• Utilizes remote tools to connect to remote desktops/laptops for troubleshooting and training.
• Installs, configures and troubleshoots printers, copiers and fax machines along with supported software.
• Replaces toner, fusers and wastebaskets as needed.
• Performs file and folder security management as needed within established policy guidelines.
• Interfaces with hardware and software vendors for support, licensing, evaluation efforts and user/admin training.
• Ensures high level of service and accountability in the process of resolving requests, supporting daily operations and meeting customer needs.
• Contributes with revisions and additions to team services procedures and practices. Maintains internal team knowledge base and user self-service content.
• Participates in team on-call rotation, and must be available for emergency support responsibilities 24/7.
• Attends and participates in staff meetings and other activities and events as requested.

KNOWLEDGE SKILLS AND ABILITIES

• Knowledge of Microsoft client operating systems, including Windows 7, 10 and 11
• Knowledge of Microsoft Office product suites.
• Knowledge of PC hardware internals, storage, peripherals and printing devices.
• Demonstrate experience with client devices and computer imaging technologies.
• Knowledge of IP networking and connectivity.
• Knowledge of Active Directory, and working knowledge of related administration tools (e.g. Active Directory Users & Computers, Exchange Management Console).
• Demonstrate strong analytical and problem solving skills.
• Knowledge of mobile devices configuration and troubleshooting
• Demonstrate customer service skills, and the ability to adjust technical communication level to suit users' needs.
• Ability to troubleshoot and diagnose unfamiliar issues.
• Ability to troubleshoot Printers, Copiers and Fax machines
• Ability to read, interpret and apply technical information from resource manuals and peer guidance.
• Demonstrate a high level of motivation, initiative and responsibility.
• Demonstrate excellent time management skills.

MINIMUM REQUIREMENTS

• Bachelor's Degree in Information Technology or a related field, or Associate's degree or High School diploma or equivalent GED and college-level course work
• Have a current technology certification such as A+ OR Net+ is required.
• A minimum of three (3) years of experience working in a customer-facing support role within an enterprise environment is required.
• Possession of a valid FL Driver's License is required.
• Demonstrate Excellent English written and oral communication skills.
• Ability to travel to all 6 locations and work a flexible work schedule including evenings, weekends and holidays.