Description

Job Summary

The Client Support Technician III is a senior-level role responsible for resolving complex technical issues, mentoring Tier I and II staff, and leading advanced IT projects. Reporting to the Team Lead of Client Support, The Client Support Technician II acts as the primary escalation point for high-priority incidents, ensuring exceptional service across the health system. Combines technical expertise with leadership to enhance team performance and support organizational IT goals.

Job Specific Duties

• Provides hands-on troubleshooting and resolution for critical hardware, software, networking, and system issues across all sites. 
  
• Serves as the primary escalation point for Tier I and Tier II technicians on complex technical issues. 
  
• Mentors and provides technical guidance to Tier I and Tier II staff, ensuring skill development and adherence to best practices. 
  
• Conducts training sessions on new technologies, tools, and troubleshooting techniques. 
  
• Supports and maintains critical IT systems, including network infrastructure, servers, and enterprise applications. 
  
• Troubleshoots and resolves issues related to system outages, network connectivity, and user access. 
  
• Leads or contributes to IT projects, such as system upgrades, new technology implementations, and infrastructure improvements.
  
• Coordinates and manages resources for large-scale deployments and ensure adherence to timelines. 
  
• Provides onsite technical support at various health system locations across Florida, ensuring systems are fully operational. 
  
• Addresses site-specific IT needs and ensure seamless integration of new technologies or processes. 
  
• Documents issues, resolutions, and workflows to ensure consistent knowledge sharing across the team. 
  
• Maintains accurate records for tickets, service requests, and system configurations. 
  
• Works closely with the Team Lead and IT management to address ongoing challenges, optimize workflows, and ensure alignment with organizational goals. 
  
• Provides input on strategic IT initiatives and identifies areas for improvement. 

Qualifications

Minimum Job Requirements

• Bachelor's Degree In Information Technology, Computer Science, or a related field (OR) Equivalent work experience of 5+ years in IT support roles, demonstrating advanced technical expertise and leadership capabilities
  
• 5 years of experience in IT support roles, with at least 2 years in a Tier II or equivalent position with a proven ability to troubleshoot and resolve complex technical issues in enterprise environments
  
• Experience supporting hardware, software, networking, and enterprise systems, preferably within healthcare or similarly regulated industries

Knowledge, Skills, and Abilities

• Relevant certifications, such as CompTIA (A+, Network+, Security+), Microsoft (MCSA, Azure), or Cisco (CCNA), are highly desirable.
  
• Advanced knowledge of enterprise tools, such as Office 365, Active Directory, and networking protocols.
  
• Proficiency in troubleshooting complex issues with systems such as Active Directory, Office 365, and VPNS.
  
• Advanced knowledge of hardware, software, networking, and enterprise systems.
  
• Familiarity with IT service management frameworks (e.g., ITIL) and ticketing systems.
  
• Familiarity with healthcare IT systems, such as EMR platforms (e.g., Epic or Cerner), is a plus.
  
• Strong analytical and diagnostic abilities to resolve high-priority incidents effectively.
  
• Capacity to identify recurring issues and recommend long-term solutions.
  
• Excellent verbal and written communication to interact with diverse stakeholders, including clinicians, administrators, and IT leadership.
  
• Ability to translate technical information into user-friendly language.
  
• Proven mentorship skills to guide Tier I and II technicians in developing their technical expertise.
  
• Capability to lead technical projects and initiatives, ensuring timely and successful completion.
  
• Strong focus on delivering exceptional support and maintaining positive relationships with end-users.
  
• Adaptability to handle high-pressure situations with professionalism and efficiency.
  
• Ability to manage multiple priorities, including escalated tickets, project tasks, and mentoring responsibilities.
  
• Proficiency in documenting workflows, procedures, and resolutions.

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