Last time we had a position I posted here and got a lot of positive feedback, so I’m posting our newest position. Here is a link to that thread in case you want to see the answers to any questions that were asked.
I am the supervisor of the UF Health IT helpdesk and we have an L1 position to fill. As an L1, your responsibility is to answer phones and remotely help our customers (other UF Health employees). We are a helpdesk, not a call center, so our goal is not to answer as many calls as possible, go through a basic script, and create a ticket for someone else to deal with. We have a centralized support model, so every single IT request is funneled through us to either resolve or route to the team that can resolve it. This means as an L1, you need to have good troubleshooting skills and customer service skills.
This is a Shands position (about 60% of the team are Shands employees and 40% UF employees) and the advertised pay rate is $20.65 - $26.11 per hour. This is an excellent way to get your foot in the door in IT at Shands.
If you are interested, please apply here. Let me know if you have any questions.
#Job Opening Summary
Answer and resolve inbound technical calls at a Help Desk. Troubleshoot corporate applications with the use of a knowledge base and assign issues to the appropriate support groups as needed. Solves basic problems; escalates complex problems to next level analyst. Follows all escalation procedures according to service-level commitments. Use remote control tools to assist end user when needed. Provides an accurate record of each call in an incident management tracking tool.
#Job Opening Qualifications
Minimum Education and Experience Requirements:
- Minimum 1 year of technical support experience.
- College graduate with AA or AS degree in computer science or relative field preferred.
- Degree(s) may be substituted for experience.
- Excellent communication and customer service skills.
- Proficient in support of desktop hardware, software and peripherals in a networked environment.
- Experience with Microsoft Office products and VPN.
- Familiarity with health care information system is preferred.
- Industry standard technical certification (A+, Microsoft or Apple) or a Support Center Analyst certification is required.