Help Desk Analyst II - Coconut Grove, United States - Nicklaus Children's Hospital

Nicklaus Children's Hospital Coconut Grove, United States

6 days ago

Technology / Internet

Description

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

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)
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 Technology

Primary Location :

Florida-Miami-Waterford Offices

Department :

IT SERVICE MANAGEMENT

Job Status

:Full Time