Help Desk Analyst (Full-time, Days)

Nicklaus Children's Health System; Miami (FL); On-site; USD 38,000 - 56,000; Full time

Job summary

Nicklaus Children's Health System in Miami seeks a IT Help Desk Analyst to provide first-line technical assistance, analyze problems, and escalate as needed while owning the issue until resolution. You will coordinate tracking and reporting of service requests across IT resources.

The ideal candidate has 1–3 years of troubleshooting experience in Windows environments, strong communication skills, and familiarity with help desk processes.

Qualifications

• 1–3 years of troubleshooting experience in a Windows-based environment.
• Strong communication and customer-service skills.
• Experience with problem ownership and escalation processes.
• Familiarity with help desk and asset management software.

Responsibilities

• Analyzes and triages incoming calls using knowledge bases to identify problems.
• Minimizes impact on users by resolving issues or escalating as needed.
• Logs requests and maintains ownership until resolution is reported.
• Provides telephone end-user support and meets SLAs for first-call resolution.
• Documents issues and resolutions for knowledge base updates.

Skills

Problem analysis

Ownership of the problem

Customer service

Communication skills

Tools

Windows 7/10

Microsoft Office

Microsoft Project

Microsoft Visio

Lotus Notes

Symantec Antivirus

Job 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.

Description

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