Help Desk Analyst (Full-time, Days)

Miami Children’s Hospital; Miami (FL); Presencial; USD 42 000 - 56 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Troubleshooting

Windows 7/10

Microsoft Office

Phone support

Customer service

Ferramentas

Helpdesk software

Descrição da oferta de emprego

Job Description - Help Desk Analyst (Full-time, Days) (302082)

Job Description

Help Desk Analyst (Full-time, Days) - 302082

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

• 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.
• 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