About Prestige Placement Professionals
Prestige Placement Professionals is a nationwide workforce solutions provider committed to delivering premium services globally. Specializing in staffing solutions for technical roles, logistics, healthcare, and government contract staffing, Prestige offers outstanding customized solutions to both private enterprises and government agencies. As a Veteran-owned and operated company, we are a military-friendly employer and a dedicated partner of the Military Spouse Employment Partnership program.
About the role
Company Overview: An Orlando leading healthcare institution committed to providing exceptional patient care through state-of-the-art medical services and technology is expanding. Our fast-paced environment requires a skilled and responsive IT support team to ensure seamless operations. We are seeking a dedicated Contract Service Desk Associate to join our team and support our hospital system's IT needs.
**This work location is a non-smoking campus. There will be a medical test prior to employment.
Job Description:
As a Contract Service Desk Associate, you will be the first point of contact for all IT-related issues within the hospital system. Your primary responsibility will be to provide prompt, courteous, and effective technical support to healthcare professionals and staff, ensuring minimal disruption to patient care.
What you'll do
Key Responsibilities:
- Provide Tier 1 Technical Support:
- Respond to incoming service desk requests via phone, email, and ticketing system.
- Troubleshoot and resolve hardware, software, and network issues for end-users.
- Escalate complex issues to higher-level support as needed.
- Prioritize and Resolve Incidents:
- Manage and prioritize a high volume of support requests in a fast-paced environment.
- Resolve incidents quickly and efficiently to minimize downtime for hospital staff.
- User Account Management:
- Assist with user account creation, password resets, and access management.
- Ensure compliance with hospital IT security policies and procedures.
- Support Hospital Applications:
- Provide support for hospital-specific applications, including electronic medical records (EMR) systems, scheduling software, and other healthcare-related tools.
- Work closely with application support teams to resolve issues and ensure optimal performance.
- Document and Track Issues:
- Accurately document all service desk interactions in the ticketing system.
- Track and follow up on open tickets to ensure timely resolution and closure.
- Collaborate with IT Teams:
- Work closely with other IT teams, including network, server, and application support, to resolve issues and implement solutions.
- Participate in team meetings and share knowledge to improve overall service desk operations.
- Provide Excellent Customer Service:
- Communicate effectively with end-users, providing clear and concise instructions and updates.
- Maintain a professional and empathetic demeanor, especially during high-pressure situations.
- Contribute to Process Improvement:
- Identify recurring issues and suggest improvements to reduce future incidents.
- Participate in service desk projects aimed at enhancing support processes and efficiency.
Qualifications
- Education:
- High school diploma or equivalent required; Associate's or Bachelor's degree in IT, Computer Science, or a related field preferred.
- Experience:
- Previous experience in a service desk or technical support role, preferably in a healthcare environment.
- Familiarity with hospital IT systems and applications is a plus.
- Technical Skills:
- Strong knowledge of Windows and macOS operating systems.
- Proficiency in troubleshooting hardware, software, and network issues.
- Experience with service desk ticketing systems (e.g., ServiceNow, Jira).
- Soft Skills:
- Excellent problem-solving abilities with a focus on customer service.
- Strong communication skills, both verbal and written.
- Ability to work efficiently under pressure and manage multiple tasks simultaneously.
- Certifications:
- CompTIA A+, ITIL Foundation, or similar certifications are a plus.
Preferred Qualifications:
- Experience working in a hospital or healthcare setting.
- Familiarity with HIPAA regulations and healthcare IT compliance requirements.
- Basic knowledge of networking concepts and troubleshooting.