Help Desk Analyst

Miami Jewish Health is hiring a Help Desk Analyst to deliver remote first-line IT support for internal and external customers. In this onsite role in Miami, FL, you will help troubleshoot enterprise software and workplace technology while tracking requests from intake through resolution, using a ticketing approach and escalation pathways when issues require additional expertise.

What you’ll do

• Provide first-line technical support by telephone, email, and remote-connect methods for hardware, network, systems, and software applications.
• Support enterprise environments including workstation and laptop computers, mobile devices, printing/telecom needs, and network services.
• Log every customer contact in the Track-It ticketing system using standard desk-level procedures.
• Research, diagnose, and follow issues and questions through to the fastest possible resolution using resources such as the knowledge base, diagnostic tools, vendors, Internet research, support forums, and internal IT team knowledge.
• Track and contribute to continuous improvement of Incident Resolution Time and other customer satisfaction KPIs.
• Identify situations that require urgent attention and escalate to 2nd/3rd-level support resources and/or vendors.
• Use diagnostic techniques to identify recurring problems, investigate root causes, and recommend or implement solutions to prevent common failures.
• Continuously expand and improve the knowledge base with documentation, examples, and process refinements.
• Provision desktop, laptop, and mobile devices for new users.
• Assist with equipment provisioning for new facilities and network buildouts.
• Maintain accurate inventory records and participate in IT asset lifecycle processes.
• Respond quickly to emergency situations both during and outside of normal business hours.
• Participate in the Change Control process.
• Support team efforts by completing related tasks as needed.

Technology areas you’ll support

• Track-It ticketing system
• Microsoft Windows, Server
• Office 365, Microsoft Office
• Active Directory
• Browsers, DNS, and Wi-Fi

Required qualifications

• Education: Associate Degree in Computer Science or equivalent
• Experience: 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
• Ability to speak, read, and write English
• Ability to think and act calmly to manage unusual occurrences in the role
• Ability to ensure confidentiality and security of patients’ medical information

Work environment and expectations

• Normal working condition with adequate lighting and ventilation
• Exposure to electrical components and high voltage electrical devices
• Ensures resident/patient rights are adhered to
• Demonstrates professionalism and accountability
• Demonstrates a caring attitude consistent with Miami Jewish EmpathicareSM toward residents, patients, family members, employees, and other facility guests
• Ensures confidentiality, identifies appropriate communication channels, and maintains a safe working environment
• Adheres to the organization’s Mission, Vision, and Values
• Participates in departmental activities, meetings, and in-services and follows established guidelines

Benefits

• Competitive compensation
• Medical/dental/vision coverage
• 403(b) retirement savings plan for eligible full and part-time positions
• Free on-campus parking
• Onsite fitness center