IT Services & Support Analyst (Onsite)
US-FL-Sunrise
careers
Req #: 50453
Type: Full Time
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Overview: We have an exciting 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. Responsibilities: The IT Service & Support Analyst 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 Qualifications: 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
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