Help Desk Analyst

Job Title

Help Desk Analyst

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.

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

• Education:
  
  Associate Degree in Computer Science or equivalent
• Experience:
  
  One to two years related experience
• Licenses/Certifications:
  
  N/A
• Abilities
  
  Required:
  
  Knowledge of current computing practices, standards, and equipment;
  Knowledge of MS Windows and Server, Office 365, and Active Directory

Environment Work

Conditions:

• Normal working condition with adequate lighting and ventilation
• Electrical Components and High Voltage Electrical devices

Infectious Material Exposure:

• N/A

• Ensures that resident’s/patient’s rights are adhered to
• Demonstrates professionalism and accountability
• Demonstrates a caring attitude consistent with Miami Jewish Empathicare
  
  SM 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 speak, read and write English
• 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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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