Help Desk Support Technician, Part-Time

Location: Remote - FL

Department: IS Informatics

Work Type: Part Time

Shift:7:00AM - 11:00AM, Monday thru Friday

Minimum to Midpoint Pay Rate:$21.15 - $27.49 / hour

This is a remote position. Incumbents, who reside in Florida only, may work remotely. There may be occasional situations that require work to be performed on-site at an assigned Lee Health location.

The Tier 1 Help Desk Support Technician is the first point of contact for employees seeking IS support. This entry-level role is responsible for providing basic troubleshooting, password resets, and issue triaging while ensuring a positive customer service experience. Tier 1 Help Desk Support Technician will escalate more complex issues to Tier 2 and Tier 3 Help Desk Support Technicians for resolution, when needed.

This is a Part-Time position. The shift will be 7:00AM - 11:00AM, Monday thru Friday.

Education: High school diploma or equivalent required.

Experience: IT Support experience, help desk, or customer service.

Certification: CompTIA A+, Microsoft certified: Modern Desktop Administrator Associate, Certified Healthcare Technology Specialist (CHTS), or equivalent preferred.

License: N/A

Other:

Familiarity with HIPAA regulations and handling sensitive patient information is essential.

Strong problem-solving skills under pressure.

Capable of handling multiple priorities in a fast-paced environment.

Excellent verbal and written communication skills.

Ability to use telecommunication and ticketing systems effectively.

Ability to sit, stand, and work at a computer for extended periods. Primarily remote work environment.

Occasional exposure to high call volumes or peak periods requiring high flexibility.

Listening skills: High degree of comprehension of the issues presented by customers.

Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude.

Troubleshooting skills: Ability to analyze issues and either determine root cause and identify appropriate solutions or appropriately escalate.

Key Skills:

Basic IT Troubleshooting: Ability to assist patients with technical issues, such as password resets, browser compatibility, and mobile app troubleshooting.

CRM or Ticketing Systems: Experience using customer relationship management (CRM) software or ticketing systems like ServiceNow to manage and document support inquiries.

Secure Communication Tools: Knowledge of secure email or messaging platforms to maintain HIPAA compliance while communicating with patients.

Operating Systems and Devices: Understanding of Windows, MacOS, iOS, and Android systems to guide users on accessing MyChart across various devices.

Data Security Awareness: Knowledge of HIPAA compliance and best practices for data protection.

Communication Tools: Familiarity with platforms like Microsoft Teams or Zoom for virtual support.

Problem-Solving: Strong analytical skills to troubleshoot and resolve technical issues effectively.

US:FL