Service Desk Analyst II Position Available In Broward, Florida

PRIMARY FUNCTION

The Service Desk Analyst II is responsible for providing Tier 2 technical support which includes troubleshooting and resolving more complex level 2 end-user PC hardware and software problems. Troubleshoots and escalates level 1 network issues. Provide professional, courteous, prompt, and accurate support and solutions for the day-to-day operations at the Service Desk.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all the duties that may be assigned. Provides technical support with answering advanced questions and providing tier 2 end-user advanced hardware and software problem resolution. Provides tier 1 support for networking and cloud applications which includes consulting with and or escalating to SMEs on the IT Engineering team. Serves as the escalation SME for the Service Desk tier 1 support technicians and escalated urgent issues. Provides escalated application support for the enterprise as it relates to the IT Service portfolio, including desktops, application, and infrastructure services. Provides administration duties within Active Directory/Azure Active Directory to create end-user accounts, provision/de-provisioning end-user accounts, and modify end-user account privileges/rights. Provides timely progress follow-up communication with end-users and leadership. Provides application support to end-users of EMR and Practice Management applications. Contributes to creating support documentation to assist support staff with resolution and processing information that includes instructional documentation. Collaborate with others in carrying out assigned duties and use established processes/procedures to support the attainment of department functions/objectives. Assists Service Desk Tier 1 when volume requires additional support. Ensure that technical services provided result in excellent end-user experience (EUX). Performs other duties as assigned.

QUALIFICATIONS EDUCATION

Associate degree in computer science or minimum of 5 years’ experience in related field with current Microsoft and Service Desk certifications in lieu of degree required.

EXPERIENCE

Minimum 4 years of experience providing advanced technical support required. Healthcare industry experience is preferred. Experience must include providing tier 2 support for Active Directory users, Windows 10/11, SharePoint, PC laptops/desktops, fax/eFax, on-prem/cloud phone systems, Internet Explorer 10/11/Edge, Google Chrome, Microsoft Office Suite 2016/O365 and Windows 10/11.

LICENSURE / CERTIFICATION

CompTIA A+, Google IT Support Professional Certificate, Microsoft 365 Certificate, or equivalent experience required.

KNOWLEDGE, SKILLS, AND ABILITIES

Ability to learn Corporate, Division, and Facility-specific applications, technology, and terminology. Ability to learn customer support processes and techniques. Strong analytical skills. Ability to solve problems independently. Able to start, shut down and restart computers, terminals, and printers. Basic IP networking troubleshooting. Able to use the major functions of Windows 10, including Control Panel, Display settings and Printer settings. Microsoft 365 user provisioning Microsoft Azure Admin knowledge Able to read and create technical documentation. Able to use ticket tracking software, remote management software and the telephone to provide technical support. Communicates efficiently, accurately, and professionally both verbally and in writing. Must be able to communicate in English both verbally and in writing.

TYPICAL WORKING CONDITIONS

Non-Patient-facing May be either full time remote/telework or rotate working in the office and remote. Must be US based. Indoor work Operating computer Reach outward. Manual dexterity Reach above shoulder. Sitting

OTHER PHYSICAL REQUIREMENTS

Vision Sense of sound Ability to wear Personal Protective Equipment (PPE)