IT Service Desk Analyst

Nicklaus Children's Health System; Miami (FL); Hybride; USD 40 000 - 56 000; Plein temps

Résumé du poste

Nicklaushealth in Miami, FL is seeking an IT Help Desk professional to provide first-line technical assistance, triage and resolve or escalate incidents while owning the issue until closure.

You will diagnose problems, document resolutions, meet first-call resolution SLAs, and support end-users across Windows environments, MS Office/Project/Visio, and basic network issues. Strong communication and customer-service focus required.

Qualifications

• 1-3 years troubleshooting experience in a Windows-based environment.
• 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.

Responsabilités

• 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.

Connaissances

Troubleshooting

Excellent communication

Customer service

Ownership of problem

Outils

Windows 7/10

Microsoft Office

Microsoft Project

Microsoft Visio

Lotus Notes

Symantec Antivirus

Description du poste

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 NCHS 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