Be a Child's Champion
Help Desk Analyst II
IT SERVICE MANAGEMENT Florida-Miami-Waterford Offices Miami, Florida Requisition ID 26473Description
Job Summary
The primary role of the Helpdesk Analyst (HDA) is to answer the helpdesk telephone and provide 1st level technical support (First Call Resolution-FCR) to the MCH End-User Community’s request for assistance in compliance with HIPAA regulations as it related to the helpdesk environment.
Minimum Job Requirements
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Bachelor's Degree in Computer Science/ Information Systems/related major or at least 4 years of equivalent work experience in a customer support role in a healthcare or corporate environment (Required)
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5-7 years of troubleshooting skills with experience in a Windows-based environment and/or 2- 4 years experience with Macs
Qualifications
Essential Duties and Responsibilities
- Follows up with IT staff to notify them that open tickets that are in danger of failing SLAs.
- Follows up with users on documented incident resolutions and obtains feedback on resolution process.
- Maintains ownership of each issue and utilizes the necessary resources to make sure incidents are resolved or escalated as outlined in pertinent SLAs..
- Monitors Helpdesk email and voice mailbox and handles incident notifications as defined by departmental SLAs along with the helpdesk policy and procedures.
- Provides telephone end-user support on IT-related issues by diagnosing, analyzing, and quickly resolving or escalating (if resolution requires hands-on interaction, different skill set experience or an excessive amount of time) and/or dispatching assistance as needed, meeting SLAs for first-call resolution on incidents and service requests.
- Troubleshoots and documents in detail, issues and resolutions in the appropriate software/format while providing timely, courteous and accurate service.
- Troubleshoots, documents and resolves hardware, application, network and operating system issues.
Knowledge/Skills/Abilities
- Action- oriented and self- motivated with the ability to improve the effectiveness, performance and efficiency of the Help Desk team.
- Advanced knowledge of Windows 2000/ XP/ Vista, Windows 2000/ 2003/ 2008 Server, Microsoft Office XP/ 2003/ 2007, Microsoft Project, Microsoft Visio, Lotus Notes, Symantec Antivirus and other business applications.
- client/server enterprise infrastructures
- Excellent oral communications skills in a telephone-centric customer service setting. Excellent written skills and experience with documentation of issues and resolutions required.
- general distributed hardware: printers, scanners, lightpens.
- networking architecture: TCP/IP, token-ring, ethernet, Internet.
- networking hardware: modems, controllers, LANs,
- Sound knowledge of Helpdesk and Asset management software, and general Helpdesk/ Trouble Ticket and Project Management process.
- Technical training, experience and familiarity with several of the following:
- Troubleshooting skills with 4+ years experience in a Windows- based environment(s) and/or 3+ years experience with Macs.
- WANs, routers, gateways.
(EOE DFW)
Job :
Information TechnologyPrimary Location :
Florida-Miami-Waterford OfficesDepartment :
IT SERVICE MANAGEMENT-1000-921904Job Status
:Full Time
Joining a new organization can be daunting or overwhelming. But at Nicklaus, your colleagues make you feel welcomed. They taught me to celebrate our accomplishments and band together during challenging times. This is not easy to find in healthcare these days, so I’m grateful to have found an amazing place to work with people and leadership who have my well-being in mind.
Lova Renee Brunson Manager Accreditation & Regulatory