IT Services & Support Sr Analyst (Onsite)
- Market Salary: $45,960 - $73,910 p/year
- IT
- Full-time
IT Service & Support Sr Analyst Opportunity
Overview
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.
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; taking ownership of and responsibility for requests and prioritizing 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, and walk-up queries from internal customers.
Troubleshoots software and hardware issues, with the goal of first contact resolution.
Escalates 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 handles 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, and 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 supports Pediatrix standards, policies, and procedures.
Participates in after-hours and on-call support rotation and shift scheduling based on business need.
Performs in a high-paced environment with the ability to multitask and 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.
Benefits and Compensation
Take great care of the patient, every day and every way. At Pediatrix & Obstetrix, that's not only our motto at work each day; it's also how we view our employees and their families. We know that our greatest asset is YOU. We take pride in offering comprehensive benefits in a vast array of plans that fit your life and lifestyle, supporting your health and overall well-being. Benefits offered include, but are not limited to: 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. Our benefit programs are just one of the many ways Pediatrix & Obstetrix helps our employees take care of themselves and their families.
About Us
Pediatrix Medical Group is one of the nation's leading providers of highly specialized health care for women, babies, and children. Since 1979, Pediatrix has grown from a single neonatology practice to a national, multispecialty medical group. Pediatrix-affiliated clinicians are committed to providing coordinated, compassionate, and clinically excellent services to women, babies, and children across the continuum of care, both in hospital settings and office-based practices. The group's high-quality, evidence-based care is bolstered by significant investments in research, education, quality improvement, and safety initiatives.
Please Note: Fraudulent job postings/job scams are becoming increasingly common. All genuine Pediatrix job postings can be found through the Pediatrix Careers site: [[LINK:index:www.pediatrix.com/careers:careers]].
Pediatrix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.