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Help Desk / Service Desk Associate in Tampa, FL at SNI Technology

Date Posted: 6/5/2019

Job Snapshot

Job Description


  • Provides first-line support for 6,500 users on all software applications.
  • Troubleshoots PC-related hardware and software problems logs, assigns and tracks user reported incidents in ServiceNow
  • Provisions and supports PKI Smart Cards;
  • Occasional specialized support in applications software such as PMTI, Profit, Lawson, and Cerner
  • Develops user documentation including reference manuals, user guides, getting started manuals, tutorials and on-line help for applications software
  • Test software (both developed and purchased) to ensure Quality Assurance is achieved both by determining that all software works as designed or planned, and that user requirements are fully satisfied.
  • Capability to diagnose hardware and software problems and implement corrective measures
  • Reports security events
  • Hours 8:30-5:30pm Mon-Fri. Rotating on-call schedule every 7 weeks, 4-12pm Mon. Fri. From Home, and On-Call 12am-6:30am Mon.-Fri/ 24 hr. weekends followed by 9am to 6pm in office schedule.

The qualified candidate will have experience in the following areas:

  • 3 - 5 years of help desk/user support experience
  • Technical writing experience
  • 2 or more years' experience training users in use of computers/software
  • 2 or more years' experience in hospital/medical industry
  • Experience in software testing and quality assurance
  • Knowledge of ServiceNow and Cerner Millennium EMR System
  • Familiarity with ITIL Standards

Minimum Education Required/Preferred:

  • Bachelors' Degree or certification in Computer Science or equivalent work experience