Role:
The IT Support Analyst will be one of the primary associates responsible for providing Tier 1-2 help desk support for over 200+ internal and remote employees in our Southeast Headquarters Clearwater Office, from billing clerks to finance Executives. This position will serve as the primary point of contact for technical assistance and support for internal applications, software and hardware issues in a fast paced, dynamic environment. The individual should have strong working knowledge and understanding of current technology relating to desktop and systems support, including workstation and laptop repair and configuration, networking equipment and mobile devices. This awesome position performs also, a level of remote support for the work from home Financial Operations. This position requires someone who is outgoing, values a positive customer experience, and has excellent Soft Skills & Solid Customer Service skills, this is crucial. Occasionally, this position will be involved in resolving issues escalated outside of normal business hours and, therefore, will be required to carry a mobile phone or otherwise be available outside normal business hours. The successful candidate must be receptive to management direction and coaching to increase his/her individual effectiveness.

The candidate is responsible for, but not limited to:

 Candidate must be able to self-manage as well as prioritize issues as they come in Candidate must be able to work and communicate properly with all levels of users from top finance executives to billing/mail clerks. C Level employees Communications skills, active listening, cultural sensitivity, teamwork participation, and writing skills are required Position requires proper Inventory control and following HIPAA and Compliance regulations for all technical assets Strong problem solving and troubleshooting skills in both hardware and software Field level 1 through level 2 issues to resolution from initial point to finish Will be responsible for pc setup/breakdown and moves for new, existing or termed users Experience with various conferencing situations, all hands, audio and web Users utilize a lot of medical/clinical financial websites, internet explorer troubleshooting experience a strong plus Basic networking concepts is required for this position Prior IP Phone experience a plus, but not required Office 365 and SharePoint knowledge a plus Candidate should be punctual and adhere to the attendance policy set forth by the company Total Contact Ownership. Properly document all customer interactions in the Service Desk Ticketing system. ServiceNow Diagnose and support all Regional Application and Healthcare equipment and systems Support all WFH Financial Operational employees When time permits, assist other Regional IT Staff on task or projects Assist the Main IT ServiceDesk on taking calls, performing call-backs and working on Incidents tickets, for remote field support for 2,000 sales/tech cars. The company does mobile X-Ray, Ultrasound and lab for hospitals, hospices, nursing homes, etc... Building requires on-call 24x7 in the event of a power outage or emergency issue. Work additional hours as needed Follow IT Security & compliance regulations to ensure end user devices are protected and compliant with security policies. The employee agrees to comply with Corporate Compliance Policy and all laws, rules, regulations and standards of conduct relating to the Corporate Compliance Policy

 Technical Environment

Running Windows 7 ENT most of the laptops and desktop, we also have windows 10, Win 8.1 on Surfaces and some XP on existing machines VPN Connectivity- Cisco AnyConnect & Cisco vpn Knowledge of iPhone, Android and Wireless Jetpacks (mifi) MS Office 2013/2016, Office 365, MS Lync/Skype for Business, Sharepoint MS Windows Server (2003/2008) VMWARE Understand AD for permission rights, setups and configurations Cisco/tamberg video device a plus not required WIFI troubleshooting required MPLS Network Concepts Hard Drive encryption experience a plus Strong printer support and maintenance skills SCCM experience a plus Able to lift 50lbs

 Education and/or Experience

High school diploma or general education degree (GED); 5+ years’ related experience and/or training; or equivalent combination of education and experience 3+ years’ experience supporting Desktop and Windows environments Experience working with and managing external vendors with the ability to diagnose and correct network, and server problems Proficiency with imaging or automating desktop systems Advanced proficiency in application software, such as: word processing, spreadsheet, presentation, e-mail, and database software

 Relevant Certifications

A+ Certification Microsoft Certified Professional; MCSE (a plus not required) Cisco CCNA; CCNP (a plus not required) ITIL (a plus not required) Cisco CCNA; CCNP 

 Communication Skills

Soft Skills & Solid Customer Service skills are crucial. Excellent customer service skills, including the ability and willingness to communicate effectively and appropriately in an empathetic and understanding manner Excellent oral communication, listening, interpersonal, and written communication skills. Willingness to share knowledge with team members, superiors, and users Ability to listen to users in a courteous and friendly manner, acknowledge the reality of their problems, translate their descriptions into technical terms, fix the problems, and explain the solutions in terms the users can understand

 Language Skills

Must be able to read and write English. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, board members, volunteers, public, patients, patient's family, and other employees of the organization. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Reasoning Ability Ability to analyze and solve problems, think logically and creatively, follow established procedures, with the commitment to see the problem through to resolution. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to prioritize a workload with multiple tasks and multiple demands and meet due dates.

 Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually moderate The position hours Monday through Friday from 8:00 AM to 4:30 PM EST Horsham PA office is where most of IT resides. We have regional offices in Michigan, Ohio, Massachusetts, Maryland, Pennsylvania, Florida, Arkansas, Texas, Colorado and California.