IT Srvc & Support Analyst (Onsite)

Pediatrix Medical Group, Inc.; Town of Florida (NY); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life

Disability

Healthcare FSA

Dependent Care FSA

HSAs

401k plan

Employee Stock Purchase Program

Job summary

Pediatrix Medical Group is seeking an IT Services & Support Analyst to join our onsite team in Sunrise, FL. The role provides customer service and technical support for internal users, handling requests via phone, chat, portal and email and ensuring timely issue resolution according to SLAs.

Responsibilities include troubleshooting software and hardware, escalating to higher-level experts when needed, documenting cases in the ITSM system, and maintaining knowledge articles.

Qualifications

• High School diploma required.
• 2-4 years of IT or healthcare IT support experience.
• Experience supporting internal customers via multi-channel support.

Responsibilities

• Single point of contact for IT Services & Support via phone, chat, service portal, email & walk-up queries from internal customers.
• Troubleshoots software and hardware issues, with the goal of first contact resolution.
• Escalate issues to appropriate second- and third-level subject-matter experts with proper troubleshooting steps taken documented in the ITSM platform.
• Communicates promptly on progress, and handling customers with a professional attitude ensuring timely resolution or escalation, ensuring customers are 100% satisfied.
• Accurately documents all cases in the service management system and escalates to appropriate support teams.
• Leverages internal and external resources to find answers and resolve issues.
• Contributes to the creation/facilitation/maintenance of knowledge articles and user guides.
• Advocates for customers to ensure they receive high-quality and timely service and support from the entire IT organization.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Builds relationships with other IT teams through frequent constructive communication.
• Adheres to and support Pediatrix standards, policies, and procedures.
• Participates in after-hours & on-call support rotation and shift scheduling based on business need.
• Performs in a high paced environment with the ability to multitask & prioritize tasks.
• Performs other duties as assigned.

Skills

Macintosh

Windows

Active Directory

Teamwork

On-call

Office 365

Healthcare experience

Tools

MS Office

Job description

We have an exciting Onsite opportunity for a IT Services & Support Analyst to join our team. Pediatrix Medical Group is a physician lead organization, and we are one of the nation’s largest providers of prenatal, neonatal and pediatric services.

Talented business professionals from diverse backgrounds choose Pediatrix because we are an exciting and innovative company that focuses on a team approach to improve the lives of patients everywhere. We offer a diverse range of opportunities, competitive salaries and benefits, and a commitment to clinical excellence, we are confident that you’ll love being a part of the Pediatrix team.

The IT Service & Support Analyst works onsite in our Sunrise Office and provides customer service and support to all internal customers while proactively addressing issues and queries, ensuring 100% internal customer satisfaction every time. Activities include resolving requests for support or advice from internal customers via phone, chat, service portal and email; take ownership of and responsibility for requests and prioritizes them in accordance with procedures and SLAs (Service Level Agreements).

• Single point of contact for all IT Services & Support via phone, chat, service portal, email & walk-up queries from internal customers
• Troubleshoots software and hardware issues, with the goal of first contact resolution
• Escalate issues to appropriate second- and third-level subject-matter experts with proper troubleshooting steps taken documented in the ITSM platform.
• Communicates promptly on progress, and handling customers with a professional attitude ensuring timely resolution or escalation, ensuring customers are 100% satisfied
• Accurately documents all cases in the service management system and escalates to appropriate support teams
• Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to find answers and resolve issues
• Contributes to the creation/facilitation/maintenance of knowledge articles and user guides
• Advocates for customers to ensure they receive high-quality and timely service and support from the entire IT organization
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information
• Builds relationships with other IT teams through frequent constructive communication
• Adheres to and support Pediatrix standards, policies, and procedures
• Participates in after-hours & on-call support rotation and shift scheduling based on business need
• Performs in a high paced environment with the ability to multitask & prioritize tasks
• Performs other duties as assigned

Education/Experience:

• High School diploma required
• 2-4 years’ experience
• Prior healthcare support experience a plus.

Knowledge/Skills:

• Functional knowledge of Macintosh and Windows computing
• Functional knowledge of Microsoft Active Directory
• Ability to work well with others, contribute to team values and rapport-building across the organization
• Experience working in a team-oriented, collaborative environment
• Ability to work flexible schedules, including night shifts and on call rotations.

Software:

• Competency in MS Office Suite & Office 365

Take great care of the patient, every day and every way.TM At Pediatrix & Obstetrix, that’s not only our motto at work each day; it’s also how we view our employees and their families. We know that our greatest asset is YOU.

• Medical
• Dental
• Vision
• Life
• Disability
• Healthcare FSA
• Dependent Care FSA
• HSAs
• 401k plan
• Employee Stock Purchase Program
• Some benefits are provided at no cost, while others require a cost share between employees and the company.
• Employees may also select voluntary plans and pay for these benefits through convenient payroll deductions.
• Our benefit programs are just one of the many ways Pediatrix & Obstetrix helps our employees take care of themselves and their families.

Pediatrix Medical Group is one of the nation’s leading providers of highly specialized health care for women, babies and children. Since 1979, Pediatrix has grown from a single neonatology practice to a national, multispecialty medical group. Pediatrix-affiliated clinicians are committed to providing coordinated, compassionate and clinically excellent services to women, babies and children across the continuum of care, both in hospital settings and office-based practices. The group’s high-quality, evidence-based care is bolstered by significant investments in research, education, quality-improvement and safety initiatives.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.