IT Services & Support Sr Analyst (Onsite)

Pediatrix • Sunrise, FL

6d • Onsite

About The Position

We have an exciting IT Service & Support Sr Analyst opportunity for an experienced professional to join our team at Pediatrix Medical Group. We are a national organization, and 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.

Requirements

• High School diploma required
• 2-4 years’ experience
• 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.
• Competency in MS Office Suite & Office

Nice To Haves

• Prior healthcare support experience a plus.

Responsibilities

• 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

Benefits

• Medical, Dental, Vision, Life, Disability, Healthcare FSA, Dependent Care FSA and HSAs, as well as a 401k plan and Employee Stock Purchase Program.
• Some benefits are provided at no cost, while others require a cost share between employees and the company.
• Employees may also select voluntary plans and pay for these benefits through convenient payroll deductions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees