IT Service Desk Technician

Awarded Best Quality of Care — Once Again!
Behind every award is a story, and ours is written every day by more than 900 dedicated employees and hundreds of compassionate volunteers who walk alongside patients and families when they need us most.
At Community Hospice & Palliative Care, we’re honored to be recognized with the Hospice Honors Elite award, a testament not just to our clinical excellence, but to the compassion we bring to every bedside, every home, every conversation. Every day, we serve approximately 1,500 patients living with advanced illness, wherever they call home, be it a private residence, a long-term care or assisted living facility, a hospital, or in one of our nine inpatient care centers.
We’re here to improve quality of life, to ease pain and lift burdens, and to be the Compassionate Guide that families need when time matters most. And most importantly, as the only non-profit hospice provider in the region, we never turn anyone away due to an inability to pay.

The IT Service Desk Technician provides direct computer support to the end users to ensure the efficiency and quality of business operations. This includes monitoring the helpdesk line, tracking requests, resolving level one support issues and escalating problems appropriately.
Position Details

• Location: In-office position located at 4266 Sunbeam Road, Jacksonville FL. No work from home at this time.
• Days/Hours: Monday - Friday, 8:00am - 5:00pm
• Compensation: $42,000 - $46,000 base salary, plus full benefits package including 23 days PTO annually.

Responsibilities:

• Monitors incoming support requests from end users via telephone, web and e- mail in a courteous manner.
• Documents all pertinent information thoroughly on each support request to ensure a timely and appropriate response.
• Builds rapport and elicits problem details from helpdesk customers. Prioritizes and schedules support requests.
• Escalates support requests appropriately.
• Documents the problem-solving process for each support request, including all successful and unsuccessful decisions made, as well as the actions taken to the final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Utilizes technical resources appropriately to aid in problem resolution, including accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet.
• Identifies and learns the software and hardware used and supported by the organization. Identifies support trends and suggest proactive measures for prevention to Systems Support Manager.
• Develops help documents and frequently-asked question lists for end users.
• Interacts clearly with vendors to provide support for systems.
• Provides training to employees regarding system usage.
• Participates in after-hours support rotation as needed.
• Completes tasks assigned by departmental management.
• Occasional travel to outer offices.
• Other duties as assigned.​

Qualifications:
Any combination of education and experience that would provide required skills and knowledge for successful performance would be qualifying.

• Associates Degree in a computer related field.
• Equivalent work experience considered in lieu of certification or degree.
• Minimum one year experience in a helpdesk or technology-oriented support environment.
• CompTIA A+ Certification to be completed no later than end of 90 day probation period​

Community Hospice & Palliative Care, including all of its subsidiaries and affiliated companies, is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA), as amended. We provide reasonable accommodations to qualified individuals with disabilities to ensure equal access to employment opportunities and the ability to perform the essential functions of a position. If you require an accommodation to complete the application process, interview, or perform the essential functions of a role, please contact Human Resources at humanresources@aliviacare.com.
We participate in E-Verify to confirm the employment eligibility of all newly hired employees. Where applicable, and as required by law, employment with Community Hospice & Palliative Care may be contingent upon successful completion of a background screening initiated by the organization through the Florida Agency for Health Care Administration (AHCA) Background Screening Clearinghouse. More information about the Clearinghouse, including positions that require screening, can be found here: https://info.flclearinghouse.com. Equal Opportunity Employer