Help Desk Analyst — First‑Line IT Support Pro

Miami Children’s Hospital; Miami (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Miami Children’s Hospital is seeking a Help Desk Analyst to provide first-line IT support in a fast-paced environment. The role involves triaging calls, owning issues through resolution, and minimizing user downtime across Windows platforms and Office applications.

Candidates should have 1–3 years of troubleshooting experience in Windows environments, strong communication skills, and familiarity with helpdesk software and service level targets.

Qualifications

• 1–3 years troubleshooting experience in a Windows-based environment.
• Advanced knowledge of Windows 7/10 and Microsoft Office applications.
• Excellent oral and written communication skills in a telephone-centric customer service setting.

Responsibilities

• Analyses and triage incoming calls using knowledge bases to identify problems and probable resolution.
• Ensures that clients experience minimum downtime from IT issues.
• Logs each request as a ticket and maintains ownership until resolution is complete.
• Provides end-user support by diagnosing, resolving, or escalating issues to appropriate teams while meeting first-call resolution SLAs.

Skills

Troubleshooting

Windows 7/10

Microsoft Office

Phone support

Customer service

Tools

Helpdesk software

Job description

Miami Children’s Hospital is seeking a Help Desk Analyst to provide first-line IT support in a fast-paced environment. The role involves triaging calls, owning issues through resolution, and minimizing user downtime across Windows platforms and Office applications.

Candidates should have 1–3 years of troubleshooting experience in Windows environments, strong communication skills, and familiarity with helpdesk software and service level targets.