Sr Deskside Technician-GuideWell Source - Jacksonville, FL

Are you interested in joining a team of experienced healthcare experts and have the ability to shape and transform the healthcare delivery system? At our family of companies, everything we do is to help improve the lives of the nearly 12 million Medicare beneficiaries we serve and 700,000 health care providers who care for them. It is our goal to help create a better health experience for all consumers. Join our winning culture and help transform Medicare for the millions of people who rely on its services.

Benefits info:
* Medical, dental, vision, life and supplemental insurance plans effective the first day of the month following date of hire
* Short- and long-term disability benefits
* 401(k) plan with company match and immediate vesting
* Free telehealth benefits
* Free gym memberships
* Employee Incentive Plan
* Employee Assistance Program
* Rewards and Recognition Programs
* Paid Time Off and Paid Sick Leave

SUMMARY STATEMENT
The Senior Deskside Technician is responsible for providing advanced on-site technical support and troubleshooting to end-users across the organization. This role involves diagnosing and resolving hardware and software issues, deploying and maintaining computer systems, and ensuring optimal performance of all IT equipment. Mentors junior technicians, manages complex IT projects, ensures a high level of customer satisfaction, and provides white glove support for executives.

This position may require occasional evening or weekend work to meet deadlines or resolve critical issues.

ESSENTIAL RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This list of essential job functions is not exhaustive and may be supplemented as necessary.

Technical Support (45%):
* Consult with end users to determine functionality and resolution to hardware and software needs.
* Responsible for development of tech tip documents to assist with end user and troubleshooting education.
* Provide advanced technical support to end-users for complex and non-routine hardware, software, and network-related issues.
* Guide customers through systems configuration, troubleshooting, and maintenance.
* Provide pro-active, direct and expert support to executives.
* Diagnose, research and resolve complex technical problems, including desktop, laptop, and peripheral devices.
* Install, configure, and maintain computer systems, software applications, and IT equipment.
* Stay updated with the latest industry trends, technologies, and best practices.
* Collaborate with other IT teams to ensure seamless integration of systems and applications.
* Produce and maintain accurate documentation of technical procedures, configurations, and troubleshooting steps.

Customer Service (40%):
* Ensure a high level of customer satisfaction.
* Provide on-site and remote white glove support for executive team.
* Provide exceptional customer service and support to end-users, ensuring timely resolution of issues.

Manage IT Projects (5%):
* Accountable for research, design, selection, implementation and deployment of technology products and services to meet business needs.
* Manage the deployment of replacement hardware.
* Oversee the organization and provision of supplies and hardware for in-person meetings.

Leadership (5%):
* Mentor and train junior technicians, providing guidance and support as needed.

Training (5%):
* Perform training and provide onboarding assistance to new hires.

Performs other duties as the supervisor may, from time to time, deem necessary.

REQUIRED QUALIFICATIONS
* Bachelor's degree in information technology, computer science, or related field; or minimum 5 years' work experience which includes progressive IT support work experience with at least 2 years in a senior role.
* Comprehensive knowledge of computer hardware, software, and network systems.
* Proficiency in troubleshooting and resolving complex technical issues.
* Excellent problem solving and analytical skills.
* Critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives.
* Experience with Windows operating systems.
* Familiarity with IT service management (ITSM) tools and best practices.
* Excellent communication, interpersonal, and customer service skills.
* Ability to communicate technical information clearly and articulately.
* Strong organizational and time management abilities.
* Ability to work independently and as part of a team.
* Ability to interact with all levels of employees
* Excellent relationship building skills and must possess a see it, own it, do it mentality.
* Ability to work onsite at Corporate Office (Jacksonville or Mechanicsburg).

Background Investigation: If you are selected for this position, you must undergo a pre-employment Background Investigation, Drug Screen, and Identity Proofing documentation must be cleared prior to hire. Most positions are subject to additional Identity Proofing, Fingerprinting and additional Background Investigation screening conducted by the Federal Government to be granted Enterprise User Administration (EUA) system logical access after you begin your employment. Your continued employment is contingent upon the outcome of the complete additional screening criteria required for the position which must find that you meet the applicable government customer's requirements (e.g., suitable for access to CMS information and information systems), as well as any additional investigation which may be required throughout your employment. If you are found not suitable, your employment may be subject to corrective action, up to and including immediate termination of employment.

Identity Documentation: You must have access to a current and unrestricted REAL ID, U.S. Passport, U.S. Passport Card, Foreign Passport, or U.S. Permanent Residency Documents. Note: Employment Authorization Cards (EAD) are not a substitute for Visas or U.S. Permanent Resident Cards.