IT Service & Support Analyst

Company: MEDNAX
Location: Richardson
Posted on: March 16, 2023

Job Description:

Overview Mednax, Inc. and its affiliated practices operating as Pediatrix Medical Group (Pediatrix) are one of the nation's leading providers of highly specialized health care for women, babies and children. Since 1979, Pediatrix-affiliated clinicians have been committed to providing coordinated, compassionate and clinically excellent services across the continuum of care, both in hospital settings and office-based practices. Specialties including obstetrics, maternal-fetal medicine, and neonatology are complemented by 18 pediatric subspecialties and a newly expanded area of primary and urgent care clinics. The group's high-quality, evidence-based care is bolstered by investments in research, education, quality-improvement and safety initiatives. Today through almost 8,000 employees in 38 states, dedicated teams including physicians, advanced practitioners, clinical leaders, business and operational experts work together every day to fulfill our mission to take great care of the patient. We invite you to join the Pediatrix family and help shape the future of health care. 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). Responsibilities * 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 Qualifications * High School diploma required * 1-2 years' experience * Prior healthcare support experience a plus * Functional knowledge of Macintosh and Windows computing * Functional knowledge of Microsoft Active Directory * Competency in MS Office Suite & Office 365 * 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

Keywords: MEDNAX, Richardson , IT Service & Support Analyst, Professions , Richardson, Texas