IT Service Desk Analyst I

Position Highlights:

• The IT Service Desk Analyst I provide Tier 1 technical phone support and customer service for all Moffitt end users and affiliated parties, including 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 IT Service Desk Analyst I may extend beyond routine troubleshooting to include hardware/software installation, repair, relocation, maintenance and support. As an IT Service Desk Analyst I also assist, as necessary, with pc builds, reviewing software needs and processing other Information Technology ("I.T.") service requests.

Responsibilities:

• Resolves customer technical issues via phone or remote tools.
• Processes user-generated I.T. service requests.
• Assists in the creation of internal I.T. knowledge base reference material
• Ensures proper escalations and follow-through for critical situations.
• Provides excellent customer service to end users.

Credentials and Experience:

• High School Diploma/GED
• Minimum of 2 years help desk support experience, preferably in a high-volume technical, customer service or healthcare environment.
• 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.

Preferred Certifications:

• Resolves customer technical issues via phone or remote tools.
• Processes user-generated I.T. service requests.
• Assists in the creation of internal I.T. knowledge base reference material
• Ensures proper escalations and follow-through for critical situations.
• Provides excellent customer service to end users