Job Description: Information Technology Support Technician
Reports to: Chief Operating Officer
Summary
At Angel Kids Pediatrics, we don’t just treat patients; we’re redefining what a "Medical Home" looks like. As the largest pediatric clinic in Jacksonville and Florida’s only non-academic behavioral health hub, we believe caring for children is a 24/7 commitment to growth and innovation. We currently serve almost 45,000 patients out of 10 locations across Northeast Florida. To support this vital mission, we are seeking a Full-Time Information Technology Support Technician to join our corporate office in Jacksonville.
In a high-stakes clinical environment, technology is the heartbeat of patient care. As our technical "front-liner," you ensure that our providers have the tools they need to reduce health disparities and provide culturally relevant care. You aren't just fixing computers; you are ensuring that thousands of families receive the quality, personalized medical care they deserve.
DUTIES AND RESPONSIBILITIES:
- Primary Support: Resolve employee issues as the first point of contact with high efficiency.
- Strategic Escalation: Identify and route complex queries to the appropriate team, after exhausting internal troubleshooting.
- Workflow Management: Track and manage the ticket lifecycle to ensure no request is overlooked.
- Data Integrity: Maintain accurate employee records and produce actionable activity reports.
- Empowerment: Guide staff through troubleshooting to build internal technical literacy. Participate in weekly employee orientations to ensure all new staff have all access and tools needed to be successful.
- EndtoEnd Ownership: Conduct proactive followups to ensure total problem resolution.
- Service Excellence: Consistently exceed internal standards of service and employee satisfaction targets.
- Documentation: Maintain meticulous records for compliance, including asset management of all equipment in all centers.
- Process Improvement: Recommend workflow updates to eliminate recurring friction.
- Proactively service equipment in all locations and ensure we have adequate equipment to service the needs of our providers and staff.
- Ensure all technical interventions and data handling align with HIPAA regulations and organizational privacy policies.
QUALIFICATIONS:
- Technical Support: Proven experience in a help desk or technical support environment.
- Hardware Troubleshooting: Expert repair and support for laptops, desktops, and peripherals (printers, etc).
- Microsoft Ecosystem: Proficient in Microsoft 365, Active Directory (Entra ID), and Exchange.
- Systems Management: Skilled in ticketing software, databases, and remoteaccess tools.
- Communication: Exceptional verbal and written skills with a "peoplefirst" approach.
- Agile ProblemSolving: Advanced troubleshooting skills with the ability to manage multiple priorities.
- Service Excellence: Strong focus on employee satisfaction and reducing organizational downtime.
- Basic understanding of networking,
- Knowledge of HIPAA security standards regarding data privacy
EDUCATION EXPERIENCE:
- Education: Associate’s Degree in Information Technology, Computer Science, or a related field.
- Help Desk: 2+ years of professional experience in a technical support or help desk role.
- Systems: 2+ years of handson experience troubleshooting and managing Windows OS.
OTHER:
- Stamina: Ability to manage heavy workloads involving prolonged screen time, typing, and data entry.
- Mobility: Physical agility required for hardware setup and maintenance, including bending, reaching, and kneeling.
- Movement: Ability to sit or stand for extended periods and walk moderate distances between clinic locations or parking areas.
- Travel: Reliable transportation for occasional travel to various organizational sites.
- Effort: Moderate physical demand; some heavy lifting or hazardous activity required.
- Setting: Standard professional office or cubicle environment.
- Dynamics: Collaborative workspace requiring professional interaction with all staff levels and external customers.
- Conditions: Ability to work effectively in environments with varying lighting and lowtomoderate noise levels.
- Office Infrastructure: Proficiency with multifunction printers, copiers, VOIP phone systems, and standard office supplies.
Equal Employment Opportunity
It is the policy of AKP to provide equal employment opportunity to all employees and applicants for employment and not to discriminate on any basis prohibited by law, including race, color, sex, age, religion, ancestry, national origin, marital status, veteran status, or other legally protected group status. It is our intent and desire that equal employment opportunities will be provided in employment, recruitment, selection compensation, benefits, promotion, demotion, layoff, termination and all other terms and conditions of employment. AKP is committed to this policy and its enforcement
Position Type/Expected Hours of Work
This is a full-time position. Typical days and hours of work are Monday through Friday, 8:30 a.m. to 6 p.m. Some extended hours may be necessary based on business needs. Position will also take calls on the weekend for emergent needs.
