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Information Technology (IT) WellCare - IT Operations & Administration Careers

Support Specialist Job

Full Job Title: Support Specialist

Job Number: 1705077

Location: Tampa, FL

Date Posted: 11-9-2017

Provides IT support to end users on a variety of issues. Identifies, researches, and resolves technical problems on a limited basis. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Handles computer equipment through all stages of its lifecycle.

DEPARTMENT: Information Technology
REPORTS TO: Supervisor Information Technology


Essential Functions:
  • Develops a strong understanding of the business and can relate problems to business impacts.
  • Understands how to triage and prioritize issues and will escalate problems to management.
  • Maintains a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
  • Responds to alerts or emergency issues within 15 minutes during normal business hours and when on-call.
  • Processes and handles requests and orders for computer equipment throughout the lifecycle of the equipment.
  • Performs other duties as assigned.
Additional Responsibilities:Candidate Education:
  • Required A High School or GED
  • Preferred An Associate's Degree in a related field or graduate from a technical school in information systems or information technology or related field.
Candidate Experience:
  • Required 1 year of experience in an IT Service Desk level 1 role (in a Windows network environment), maintaining and diagnosing client workstations, services, applications, and printers.
  • Required Other Experience in no less than two of the following is required: • Windows OS • Basic Windows networks • Basic Exchange server • Citrix • Working in a Help Desk Environment • Microsoft Office Suite
Candidate Skills:
  • Intermediate Demonstrated interpersonal/verbal communication skills
  • Intermediate Demonstrated written communication skills
  • Intermediate Other Manage basic IT process documentation. Must be able to document work and/or incidents using standard formats. Documentation must be grammatically correct, factually accurate, and appropriate to the target audience.
  • Intermediate Other Provide Service Desk phone and email support as required. Resolve issues by phone or email if possible. Record all Service Desk incidents/requests in the ITSM tracking system.
  • Intermediate Other Must be able to communicate technical information to management for review and approval both verbally and in writing.
  • Intermediate Other Must be able to follow written and verbal instructions and adhere to policies and standards.
  • Intermediate Other Install, maintain, and configure desktop and laptop computer hardware, software, and peripherals, including researching vendor documentation to resolve problems
Licenses and Certifications:
A license in one of the following is required:
  • Preferred Other At least one of the following certifications is preferred – more than one certification or advanced certifications are a plus: • A • Network • Citrix CCA • MCSA 2000 or 2003 • CCNA or CCDA • Basic Unix Administration • CompTIA
Technical Skills:
  • Required Intermediate Microsoft Word
  • Required Intermediate Microsoft Excel
  • Preferred Intermediate Microsoft Outlook Experience working with no less than three of the following is required: o Windows 2000/XP Professional clients o Citrix Metaframe XPe ICA and/or web clients o Working in a helpdesk environment o Microsoft Office Suite
Languages:

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Last Updated On: 12/9/2015