Onsite IT Support Analyst - Healthcare

Pediatrix-Medical-Group-3; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

Pediatrix Medical Group in Sunrise, FL is seeking an IT Services & Support Analyst to join our onsite team. You will serve as the first point of contact for internal IT requests, troubleshoot issues, and ensure timely resolution, while documenting cases in the ITSM system and collaborating with other IT teams.

Ideal candidates have a High School diploma and 2–4 years of healthcare IT support experience, with knowledge of Macintosh/Windows, Active Directory, and Office 365.

Qualifications

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

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 documented in the ITSM platform.
• Communicates promptly on progress, 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 IT organization.
• Maintains confidentiality with regard to patient care and employee information.
• Builds relationships with other IT teams through frequent communication.
• Adheres to Pediatrix standards, policies, and procedures.
• Participates in after-hours & on-call support rotation and shift scheduling.
• Performs in a high paced environment with the ability to multitask & prioritize tasks.
• Performs other duties as assigned.

Skills

Macintosh knowledge

Windows computing

Active Directory

MS Office Suite/Office 365

Team collaboration

On-call rotations

Education

High School diploma

Job description

Pediatrix Medical Group in Sunrise, FL is seeking an IT Services & Support Analyst to join our onsite team. You will serve as the first point of contact for internal IT requests, troubleshoot issues, and ensure timely resolution, while documenting cases in the ITSM system and collaborating with other IT teams.

Ideal candidates have a High School diploma and 2–4 years of healthcare IT support experience, with knowledge of Macintosh/Windows, Active Directory, and Office 365.