Help Desk Analyst

Job Summary

Dynamic and resourceful I.T. support professional, with a dedication to customer satisfaction and creative problem solving. Provides remote support to users with technical problems and information technology needs involving enterprise software systems, workstation and laptop computers, handheld and mobility devices, print/fax/copy, telecom, and network services in a distributed organization.

Essential Job Functions

• Provides the first line of technical support via telephone, email and remote-connect methods for hardware, network, systems, and software applications for internal/external customers, including support of the following technologies: Desktop and laptop computers Networking (cabling, routing, switching, DNS, Wi-Fi, carriers, etc.) Print/fax/copy devices, including supply management Mobile phones and networks Handheld, peripheral, and other devices Line-of-business software applications Operating system and productivity applications (Microsoft Windows, Office, browsers)
• User authentication and account issues, such as password resets
• Logs all customer contacts in Track-It ticketing system, following standard desk-level procedures.
• Identifies, researches, and follows customer issues and questions through to fastest possible resolution, using all available resources (knowledge base, diagnostic tools, vendors, Internet research, support forums, I.T. team knowledge, etc.).
• Makes measurements, reports on, and strives to continually improve Incident Resolution Time and other customer satisfaction KPIs.
• Identifies and escalates situations requiring urgent attention to 2nd/3rd-level support resources, and/or vendors.
• Applies diagnostic techniques to identify recurring problems, investigate root causes and recommend and implement solutions to prevent common failures.
• Continually improves and extends the knowledge base with documentation, examples, and process refinements.
• Provisions desktop, laptop, and mobile devices for new users.
• Affords assistance in equipment provisioning for new facilities and network buildouts.
• Maintains accurate inventory records and participates in I.T. asset lifecycle processes.
• Rapidly responds to emergency situations, both during and outside of normal business hours.
• Participates in the Change Control process.
• Contributes to team effort by accomplishing related results as needed.

Education

• Job Requirements: Associate Degree in Computer Science or equivalent Experience: One to two years related experience Licenses/Certifications: N/A

Abilities Required

• Knowledge of current computing practices, standards, and equipment.
• Knowledge of MS Windows and Server, Office 365, and Active Directory

Functional Demands

• Environment: Normal working condition with adequate lighting and ventilation Electrical Components and High Voltage Electrical devices Infectious Material Exposure: N/A
• Organizational Expectations: Ensures that resident’s/patient’s rights are adhered to Demonstrates professionalism and accountability Demonstrates a caring attitude consistent with Miami Jewish EmpathicareSM toward MJH residents, patients, family members, employees, and other facility guests Demonstrates excellent communication skills Ensures confidentiality and security of patients’ medical information Identifies and utilizes appropriate channels of communication Able to speak, read and write English Able to think and act calmly to meet unusual occurrences of the job Adheres to the organization’s Mission, Vision and Values Participates in departmental activities, meetings and in-services and follows established guidelines Maintains a safe working environment

Benefits

Miami Jewish Health provides competitive compensation, medical/dental/vision coverage and a 403(b)-retirement savings plan for eligible full and part-time positions, free on-campus parking, an onsite fitness center and more.