Advanced IT Support Specialist

Location:Education Training and Development Center -12451 Gateway BlvdFort Myers FL 33913

Department: IS Informatics

Work Type: Full Time

Shift: Shift 1/7:00:00AM to 7:00:00PM, Variable

Minimum to Midpoint Pay Rate:$26.27 - $34.15 / hour

Summary

The Advanced IT Support Specialist (Tier 2) provided advanced technical support by troubleshooting complex issues escalated from Tier 1 IT Support Specialists. This role requires advanced technical experience in system administration, application support and network troubleshooting while ensuring a positive customer service experience. Advanced IT Support Specialists will escalate more complex issues to Senior IT Support Specialists (Tier 3) for resolution, when needed.

Requirements

Education: High school diploma or equivalent required. Minimum of 1 year of formal education or college beyond high school preferred.

Experience: Minimum of 2 years of IT support experience required, preferably in a healthcare setting.

Certification:Certifications such as iCompTIA A+, Microsoft 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. 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:

Epic Support:

o Knowledge of core workflows and the Epic modules used at Lee Health.

o Assist end-users (patients, physicians, nurses, admin and other staff) with Epic access, navigation, documentation, and workflow issues

o Troubleshoot EHR performance issues, downtime impacts, and device connectivity for clinical workstations and mobile devices.

o Escalate Epic-specific tickets to application teams when necessary and follow up on resolutions.

o Support training efforts by guiding users through Epic workflows and knowledge base tools.

o Document technical issues and solutions in the service management system (ServiceNow), contributing to knowledgebase development.

o Coordinate with Epic support teams when internal resolution is not possible.

Advanced IT Troubleshooting:

o Resolves complex issues across operating systems, applications, hardware, and mobile devices.

o Supports browser compatibility, mobile app functionality, and network connectivity.

o Handles escalated issues involving multifactor authentication, security settings, and print queues.

o Applies root cause analysis and partners with IT teams to address recurring problems.

o Maintains working knowledge of security best practices and Active Directory for account access and permissions troubleshooting.

CRM or Ticketing Systems:

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

Secure Communication Tools:

o Knowledge of secure email and messaging platforms to maintain HIPAA compliance.

Operating Systems and Devices:

o Understanding of Windows, MacOS, iOS, and Android systems to support users across various devices.

Data Security Awareness:

o Knowledge of HIPAA compliance and best practices for data protection.

Communication Tools:

o Familiarity with platforms like Webex, Microsoft Teams, or BeyondTrust (Bomgar) for virtual support.

Problem-Solving:

o Strong analytical skills to troubleshoot and resolve technical issues effectively.

US:FL:Fort Myers