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Miami Jewish Health · 17 hours ago

Help Desk Analyst

Miami, FL

Full-time

Onsite

Entry Level

1+ years exp

Miami Jewish Health is one of the largest providers of healthcare and living options for aging adults in the Southeast. The Help Desk Analyst role involves providing remote technical support to users for various IT needs, ensuring customer satisfaction, and improving incident resolution times.

Assisted LivingElder CareHealth CareNon ProfitNursing and Residential CareRehabilitation

Responsibilities

Provides the first line of technical support via telephone, email and remote-connect methods for hardware, network, systems, and software applications for internal/external customers, including support of the following technologies:

Desktop and laptop computers

Networking (cabling, routing, switching, DNS, Wi-Fi, carriers, etc.)

Print/fax/copy devices, including supply management

Mobile phones and networks

Handheld, peripheral, and other devices

Line-of-business software applications

Operating system and productivity applications (Microsoft Windows, Office, browsers)

User authentication and account issues, such as password resets

Logs all customer contacts in Track-It ticketing system, following standard desk-level procedures

Identifies, researches, and follows customer issues and questions through to fastest possible resolution, using all available resources (knowledge base, diagnostic tools, vendors, Internet research, support forums, I.T. team knowledge, etc.)

Measures, reports-on and strives to continually improve Incident Resolution Time and other customer satisfaction KPIs

Identifies and escalates situations requiring urgent attention to 2nd/3rd-level support resources, and/or vendors

Applies diagnostic techniques to identify recurring problems, investigate root causes and recommend and implement solutions to prevent common failures

Continually improves and extends the knowledge base with documentation, examples, and process refinements

Provisions desktop, laptop, and mobile devices for new users

Assists in equipment provisioning for new facilities and network buildouts

Maintains accurate inventory records and participates in I.T. asset lifecycle processes

Rapidly responds to emergency situations, both during and outside of normal business hours

Participates in the Change Control process

Contributes to team effort by accomplishing related results as needed

Qualification

MS WindowsOffice 365Active DirectoryNetworkingTechnical SupportCustomer SatisfactionCommunication SkillsProblem Solving

Required

Associate Degree in Computer Science or equivalent

One to two years related experience

Knowledge of current computing practices, standards, and equipment

Knowledge of MS Windows and Server, Office 365, and Active Directory

Able to speak, read and write English

Demonstrates professionalism and accountability

Demonstrates a caring attitude consistent with Miami Jewish EmpathicareSM toward MJH residents, patients, family members, employees, and other facility guests

Demonstrates excellent communication skills

Ensures confidentiality and security of patients' medical information

Identifies and utilizes appropriate channels of communication

Able to think and act calmly to meet unusual occurrences of the job

Adheres to the organization's Mission, Vision and Values

Participates in departmental activities, meetings and in-services and follows established guidelines

Maintains a safe working environment