HELP DESK ANALYST I (Sat-Wed 3p-1130p)
Job posting number: #7151639 (Ref:hlj_46110)
Posted: June 2, 2023
Application Deadline: Open Until Filled
The Help Desk Analyst I provides Tier 1 technical phone support and customer service for all Moffitt end users and affiliated parties, to include but not limited to, internal Moffitt administrative, clinical and research employees, and external parties accessing the Moffitt Patient Portal.
This position requires technical competency related to supporting multiple enterprise operating systems, hardware platforms and software.
The duties of the Helpdesk Analyst I may extend beyond routine troubleshooting to include hardware/software installation, repair, relocation, maintenance and support.
The Help Desk Analyst I also assists, as necessary, with pc builds, reviewing software needs and processing other Information Technology ("I.T.") service requests.
The ideal candidate will have experience in a help desk/call center environment.
Preferred Candidate will have a Bachelor's Degree and MCSE, Experience with Active Directory or related technology.
1. Resolves customer technical issues via phone or remote tools.
2. Processes user generated I.T. service requests.
3. Assists in the creation of internal I.T. knowledge base reference material.
4. Ensures proper escalations and follow through for critical situations.
5. Provides excellent customer service to end users.
Credentials and Experience
Minimum of 2 years help desk support experience, preferably in a high volume technical, customer service or healthcare environment.
High School Degree required
Verifiable experience with the following technologies: Windows OS, MAC OS, hardware device imaging and deployment, enterprise ticketing software, client / server enterprise infrastructure, desktop applications, VOIP technology, general distributed hardware and peripherals, VPN / remote connectivity, and remote user support.
-Excellent customer service skills.
-Understanding of hardware and architecture.
-Experience with healthcare applications.
-Familiarity industry best practices.
Mission To create a Moﬃtt culture of diversity, equity, and inclusion as we strive to contribute to the prevention and cure of cancer. Vision To advance and accelerate a culture of access, equity, and inclusion. Diversity is a priority at Moffitt and is meant "to promote a culture of diversity and inclusion as we contribute to the prevention and cure of cancer." The Enterprise Equity Department focuses its efforts on eliminating those obstacles to an individual’s ability to exist within their personal comfort zone at the cancer center. Everyone is important to meeting this priority. Addressing and responding to diversity and inclusion fosters an environment where mutual respect for diverse cultures, communication styles, languages, customs, beliefs, values, traditions, experiences and other ways in which we identify ourselves, is the expectation.