IT Support Coordinator

IT Support Coordinator

Location: Casselberry, FL

Department: Information Technology

Reports to: IT Manager


Summary of Position Role/Responsibilities

The IT Support Coordinator is a member of the IT Department and is responsible for internal desktop support and maintenance of RSM computers, printers, servers, and related equipment. The IT Support Coordinator will be responsible for troubleshooting computer problems for our users and setting up and provisioning new computers as necessary.   

Essential Functions of the Job 

  • Responsible for monitoring IT ticket requests, resolving tier 1 & 2 software and hardware issues, and escalating /assigning the remaining tickets appropriately
  • Complete setup of any new or updated office technology equipment
  • Provides technical advice, guidance and informal training to customers using company provided hardware and software programs
  • Troubleshoots and restores service by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
  • Performs root cause analysis and develops checklists for typical problems
  • Recommends procedures and controls for problem prevention
  • Maintains knowledge database and call tracking database to enhance quality of problem resolutions
  • Maintain general administration and documentation of all IT equipment and services

Marginal Functions of the Job

  • Other duties as assigned

Supervision

Received:
  • Supervisor provides instruction and direction through personal observation, individual conferences, specific directive, and written memoranda.

Normal Work Schedule

This is a full-time position, and core hours of work and days are Monday through Friday 8:00 AM to 5:00 PM. 

Education, Training, And Experience

  • High school graduate or equivalent
  • Minimum of 2 years of experience in IT Support
  • Good understanding of Windows troubleshooting, and network configuration
  • Strong knowledge of cloud and web-based services, HTML and web servers and web browsers.  
  • Must be able to work with various databases, have a basic understanding of SQL and Structured Query Language
  • Must have excellent communication and customer service skills

Required Licenses, Certifications, and Other Specific Requirements of Law

  • Health Insurance Portability and Accountability Act (HIPAA) certification

Other Characteristics of The Position

Physical Demands: 
  • Sitting for long periods at a time
  • Regularly required to talk or hear
  • Occasional lifting of office supplies up to 20 lbs.
  • Vision abilities including close vision and ability to adjust focus
Mental Demands:
  • Must understand and follow a set of clear oral and/or written procedures without deviation
  • Must adhere to a provided work schedule to meet a set of qualitative production standards
  • Must relay information orally
Work Environment:
  • This job operates in a professional office environment. This role routinely operates standard office equipment. 

Policy Making and/or Interpretation

  • Comprehend and abide by Avant regulations, policies and procedures

Communication 

  • Internal: Daily contact with professional staff members, and contracted field staff.
  • External: Regular contact with clients and vendors. 

Statement of Responsibility for Confidential Data

  • Has access to, and requires daily use of, confidential records 
  • Required by federal law to maintain strict confidentiality of “Avant” employee information and maintain security of such information
  • Proprietary Information and Non-Conflict Agreement required
  • HIPAA certification required

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Avant Healthcare Professionals is an Equal Employment Opportunity (EEO) employer and does not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran's status or any other basis protected by applicable discrimination laws.

Avant Healthcare Professionals is a member of the Jackson Healthcare family of companies.