IT Technical Support Analyst

About Rotech

Join a Leader in Home Healthcare

At Rotech Healthcare Inc ., we're more than a medical equipment provider-we're a trusted partner in patient care. As a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home.

With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.

Explore more about our mission and services at Rotech.com.

Overview and Responsibilities

Job Summary

We are seeking a dedicated Technical Support Analyst to join our team. In this position, you are responsible for helping users resolve issues with enterprise end user computer hardware and infrastructure or software applications. You respond to user inquiries, assess problems and issues with IT equipment and applications, and resolving these issues for users within predetermined SLA's. You also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise. Employees in this position need to balance creative and technical problem solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the enterprise IT end user environments productively and efficiently software and resources they need for work. In the State of FL this position pays between $19.75 - $20.50 depending on related experience.

This position is located in the Orlando Corporate office and is a hybrid role.

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Ability to interact effectively with employees at varying levels of the organization
• Because they frequently play a direct role in resolving user issues, this position requires excellent technical and computer skills
• By maintaining detailed records, the IT Dept. can also look at a user's history of software or hardware issues and make recommendations to prevent future problems
• Complies with and supports ITIL and Security standards, policies, and procedures
• Escalates user support requests to higher-level IT technicians and experts if they are unable to resolve the issue on their own
• For relatively simple issues, a solution to the problem can be devised without the IT department taking further action
• Functional understanding of company systems and procedures
• Handle incoming queries and help requests from end users, via either email, phone, fax, or Rotech ticketing system
• Knowledge Articles and FAQ documents for users that detail common issues and how to resolve them, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization
• Make decisions when dealing with multiple alternatives
• May receive / request the user's hardware so that IT specialists can conduct analyses and determine how to fix the problem
• Notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users
• Prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system
• Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem
• Remotely accessing the user's computer and making changes to their system and settings
• Requires clear, articulate, polite and patient communication with the end user and other support staff to successfully assist with resolution of the issue
• Resolve many users' technical issues as they arrive
• Responsible to handle confidential employee information as per corporate guidelines and policies
• Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs
• Supports department-wide operations by creating, editing, and maintaining IT documents
• Take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests, this involves asking questions to determine the full scope of the user's issue
• Throughout the user support process, maintain detailed records of user issues with software and hardware within the Rotech ticketing system
• Walk the user through steps they can take to resolve the issue on their own
• Walk users through update and installation processes for software and peripherals
• Work is performed with little supervision and requires initiative and judgment
• Performs other duties as assigned

Travel

Qualifications

Employment is contingent on

Required Education and / or Experience

Preferred Education and / or Experience

Skills and Competencies

Machines, Equipment and Technical Abilities

Physical Demands

Rotech Information

Benefits

Make the Right Move and Submit your Resume Today! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, Sign into your account. All positions are posted for a min of 5 days and positions are opened until filled with a qualified applicant, generally no greater than 200 days. We appreciate your interest in Rotech Healthcare Inc.

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.