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; take ownership of and responsibility for requests and prioritizes 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 & 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

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 & Office