Help Desk Analyst

Miami Jewish Health is one of the largest providers of healthcare and living options for aging adults in the Southeast. Our main campus is located on 20+ acres just north of mid-town Miami, and is home to our support departments like Finance, Accounting, Human Resources, Marketing and more. Join us now to do purposeful work with our diverse and respectful team

Job Title

Help Desk Analyst

Job Summary

Dynamic and resourceful I.T. support professional, with a dedication to customer satisfaction and creative problem solving. Provides remote support to users with technical problems and information technology needs involving enterprise software systems, workstation and laptop computers, handheld and mobility devices, print/fax/copy, telecom, and network services in a distributed organization.

Essential Job Functions

* 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...