Help Desk Analyst (Full-time, Days)

Miami Neuroscience Institute Baptist Health South Florida; Miami, Northern (FL, KY); Híbrido; USD 42 000 - 55 000; Tempo integral

Resumo da oferta

Miami Neuroscience Institute Baptist Health South Florida is seeking a student-friendly IT Help Desk professional to provide first-line technical support for Windows-based environments. You will triage requests, log and own issues through resolution, and escalate when necessary to ensure minimal impact on users.

Strong communication and knowledge of support tools are essential. Responsibilities include using knowledge bases to diagnose problems, documenting resolutions, and ensuring adherence to

Qualificações

• Minimum 1–3 years troubleshooting in Windows-based environments.
• Strong verbal and written communication skills for end-user support.
• Ability to log and own incidents through resolution while meeting SLAs.
• Experience with helpdesk or ticketing systems and asset management.

Responsabilidades

• Analyze and triage incoming requests using knowledge bases to identify probable resolution.
• Provide first-line technical assistance to users and escalate when needed.
• Log requests and maintain ownership until resolution is communicated to the user.
• Meet first-call resolution SLAs for incidents and service requests.

Conhecimentos

Troubleshooting

Windows 7/10

Microsoft Office

Customer service

Documentation

Asset management

Helpdesk software

Problem ownership

Formação académica

Ferramentas

Microsoft Project

Microsoft Visio

Lotus Notes

Symantec Antivirus

Descrição da oferta de emprego

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