IT Service Desk I, Information Technology, Full-time bei Brooks Rehabilitation

Supporting all IT call activities in a high volume IT service desk environment. This role includes answering incoming Service desk calls, troubleshooting tier I support issues, escalating issues in a timely manner. Inputting call details for customers within an ITSM system ensuring proper descriptions and details are provided for the next level support.

Responsibilities:

• Provide Tier I support for users
• Meeting call volume SLA’s
• Assisting in Service desk activities
• Escalating new or outstanding issues or incidents
• Verifying ticket due dates and SLA’s are being met
• Responsible for following up on outstanding items or issues using the ITSM tool
• Escalation of issues to the next level support
• Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently.
• Maintain a positive working relationship with business lines and other departments
• Maintain and monitor department mailbox
• Perform other duties as assigned

Qualifications:

• High School Diploma required, Associates degree or Bachelors preferred
• Strong Time management and Prioritization skills
• Ability to meet deadlines
• Demonstrate ability to handle multiple and at times competing priorities in a fast paced environment
• Ability to work independently and within a team environment, specifically to problem-solve issues as they arise
• Strong communication and interpersonal skills 
• Capability to productively support Brooks IT staff
• Excellent verbal and written communication skills
• Basic knowledge of Windows environment
• High level of proficiency with office technologies and computer application including MS office products and the internet
• Health Care experience preferred but not required

Location: Onsite at Brooks Rehabilitation Hospital, 3599 University Blvd South, Jacksonville, FL 32216

Hours: Monday - Friday, 40 hours per week

Compensation: Experience, education and tenure may be considered along with internal equity when job offers are extended.

Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:

• Competitive Pay
• Comprehensive Benefits package
• Vacation/Paid Time Off
• Retirement Plan
• Employee Discounts
• Clinical Education and Professional Development Programs