Client Support Technician III (Miami-Dade County)

Description

Job Summary

The Client Support Technician III is a senior-level role responsible for resolving complex technical issues, mentoring Tier I and II staff, and leading advanced IT projects. Reporting to the Team Lead of Client Support, The Client Support Technician II acts as the primary escalation point for high-priority incidents, ensuring exceptional service across the health system. Combines technical expertise with leadership to enhance team performance and support organizational IT goals.

Job Specific Duties

• Provides hands-on troubleshooting and resolution for critical hardware, software, networking, and system issues across all sites. 

Serves as the primary escalation point for Tier I and Tier II technicians on complex technical issues. 

Mentors and provides technical guidance to Tier I and Tier II staff, ensuring skill development and adherence to best practices. 

Conducts training sessions on new technologies, tools, and troubleshooting techniques. 

Supports and maintains critical IT systems, including network infrastructure, servers, and enterprise applications. 

Troubleshoots and resolves issues related to system outages, network connectivity, and user access. 

Leads or contributes to IT projects, such as system upgrades, new technology implementations, and infrastructure improvements.

Coordinates and manages resources for large-scale deployments and ensure adherence to timelines. 

Provides onsite technical support at various health system locations across Florida, ensuring systems are fully operational. 

Addresses site-specific IT needs and ensure seamless integration of new technologies or processes. 

Documents issues, resolutions, and workflows to ensure consistent knowledge sharing across the team. 

Maintains accurate records for tickets, service requests, and system configurations. 

Works closely with the Team Lead and IT management to address ongoing challenges, optimize workflows, and ensure alignment with organizational goals. 

Provides input on strategic IT initiatives and identifies areas for improvement. 

Qualifications

Minimum Job Requirements

• Bachelor's Degree In Information Technology, Computer Science, or a related field (OR) Equivalent work experience of 5+ years in IT support roles, demonstrating advanced technical expertise and leadership capabilities
  


• 5 years of experience in IT support roles, with at least 2 years in a Tier II or equivalent position with a proven ability to troubleshoot and resolve complex technical issues in enterprise environments
  


• Experience supporting hardware, software, networking, and enterprise systems, preferably within healthcare or similarly regulated industries

Knowledge, Skills, and Abilities

• Relevant certifications, such as CompTIA (A+, Network+, Security+), Microsoft (MCSA, Azure), or Cisco (CCNA), are highly desirable.
  


• Advanced knowledge of enterprise tools, such as Office 365, Active Directory, and networking protocols.
  


• Proficiency in troubleshooting complex issues with systems such as Active Directory, Office 365, and VPNS.
  


• Advanced knowledge of hardware, software, networking, and enterprise systems.
  


• Familiarity with IT service management frameworks (e.g., ITIL) and ticketing systems.
  


• Familiarity with healthcare IT systems, such as EMR platforms (e.g., Epic or Cerner), is a plus.
  


• Strong analytical and diagnostic abilities to resolve high-priority incidents effectively.
  


• Capacity to identify recurring issues and recommend long-term solutions.
  


• Excellent verbal and written communication to interact with diverse stakeholders, including clinicians, administrators, and IT leadership.
  


• Ability to translate technical information into user-friendly language.
  


• Proven mentorship skills to guide Tier I and II technicians in developing their technical expertise.
  


• Capability to lead technical projects and initiatives, ensuring timely and successful completion.
  


• Strong focus on delivering exceptional support and maintaining positive relationships with end-users.
  


• Adaptability to handle high-pressure situations with professionalism and efficiency.
  


• Ability to manage multiple priorities, including escalated tickets, project tasks, and mentoring responsibilities.
  


• Proficiency in documenting workflows, procedures, and resolutions.

Job :

Information Technology

Department :

IN-HOUSE COPY CENTER-1000-908905

Job Status

:Full Time