Be a Child's Champion

Help Desk Analyst (Full-time, Days)

IT SERVICE MANAGEMENT Miami, Florida Requisition ID 302082

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Description

Job Summary

Provides the first line of technical assistance by problem analysis by escalating problem resolution to further levels of technical assistance while retaining ownership of the problem until resolution is complete. Coordinates tracks and reports the resolution of service and support requests for all information technology resources.

Job Specific Duties

Analyzes and triage incoming calls using knowledge bases software designed to quickly identify technical problems and probable resolution.
Ensures that MCH clients and users of information technology resources experience minimum impact on their daily activities from technical problems.
Logs each incoming request as calls are received and execute ownership of the problem until resolution is complete and client/user is advised of cause and disposition.
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.

Qualifications

Minimum Job Requirements

1-3 years Troubleshooting experience in a Windows-based environment.

Knowledge, Skills, and 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 7/10, Microsoft Office, 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:
WANs, routers, gateways.

Job:

Information Technology

Department:

IT SERVICE MANAGEMENT-1000-921904

Job Status:

Professional

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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

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Alone we can do so little; together we can do so much. Working together, we find solutions and methods we would never find alone, and at Nicklaus Children’s, we have fun doing it.

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Empower yourself, help others.

Nicklaus Children’s encourages team members to believe in their ability to affect positive change in the world through everything they do with us.

Advocate for the right way.

Advocate for children. Advocate for families. Advocate for yourself. But most of all, advocate for getting the job done right and you will find nothing but success and support in your career here.

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Empathy is everything.

We expect our team members to have empathy for the patients and families they treat, and in turn, we have empathy for them. We take care of everyone in the Nicklaus Children’s family with competitive benefits and our supportive culture.

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