Entity: USF Physicians Group
This position provides hardware, software, Tier II Help Desk and network support. In this position the duties entail responding to escalations from Tier I technician’s, and responding to tickets generated via electronic mail, web portal, and/or walk-in requests for support for all systems and equipment. The primary responsibility for providing technical assistance through the customer chat portal is one of the primary duties associated with this position. Technicians must make sure that all assistance is delivered based on the revised service desk SOP’s and/or service level agreements.
Troubleshoot problems encountered using microcomputer software; Perform hardware/software testing and installation remotely. Perform network and desktop based detection of viruses to counter/eliminate/control and educate users. Serve as a beta tester for application development projects and participate in SCRUM meetings organized by the business analyst and project management teams. Provide general technical support for all dial in/remote access systems and other customer facing systems. Evaluate hardware, firmware, peripherals, software packages, etc., for use by staff and provide recommendations to accomplish the desired objectives. Provide front end software application support including technical assistance with web pages and technologies, and conducting modifications on systems that will resolve customer’s issues. You will also ensure technical safeguards are maintained to provide controlled user access, integrity of electronic mail, applications, patient and user data.
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