IT Customer Support Analyst

About The Company

CoxHealth is a leading healthcare provider dedicated to delivering high-quality medical services and innovative healthcare solutions to communities. With a strong commitment to patient-centered care, CoxHealth combines advanced medical technology with compassionate service to ensure the well-being of its patients. The organization prides itself on fostering a collaborative and inclusive work environment, emphasizing continuous learning and professional development. As a prominent healthcare institution, CoxHealth continually seeks to leverage technology to improve healthcare delivery, streamline operations, and enhance patient experiences.

About The Role

The Information Technology Customer Support Analyst at CoxHealth plays a vital role in ensuring seamless IT operations by providing exceptional technical support to end-users across the organization. This position involves troubleshooting hardware and software issues, guiding users through solutions, and maintaining detailed records of support activities. The analyst will serve as a frontline resource for resolving technical problems efficiently, thereby minimizing downtime and supporting the organization’s mission to deliver outstanding healthcare services. This role offers an excellent opportunity for individuals passionate about IT support and eager to contribute to a dynamic healthcare environment.

Qualifications

• Preferred: Associate's degree in Computer Science, Information Technology, or a related field.
• Preferred: At least 1 year of experience in IT customer support, with a focus on end-user troubleshooting and support.
• Basic understanding of commonly used operating systems such as Windows and macOS, along with familiarity with standard software applications.
• Strong communication skills, with the ability to convey technical information clearly and empathetically.
• Patience and empathy to effectively assist users with varying levels of technical proficiency.
• Ability to diagnose and resolve simple technical issues, including password resets and basic software problems.
• Proficiency in documenting support requests and solutions to facilitate future troubleshooting and knowledge sharing.
• No licensure, certification, or registration is required for this role.

Responsibilities

• Provide timely and effective technical support to end-users for hardware, software, and network issues.
• Diagnose and resolve common technical problems, including password resets, software malfunctions, and connectivity issues.
• Assist users in understanding and utilizing IT systems and applications effectively, offering training when necessary.
• Maintain accurate records of support requests, including issue descriptions, troubleshooting steps, and resolutions.
• Escalate complex issues to appropriate technical teams while ensuring minimal disruption to users.
• Participate in routine system maintenance, updates, and documentation to ensure optimal performance.
• Contribute to the development of user guides and FAQs to promote self-service support options.
• Stay updated with the latest IT trends and best practices relevant to healthcare technology support.

Benefits

CoxHealth offers a comprehensive benefits package designed to support the health, well-being, and professional growth of its employees. Benefits include competitive salary packages, health insurance plans, dental and vision coverage, retirement savings options, and paid time off. The organization also provides opportunities for ongoing training and development, including certifications and workshops, to help employees advance their careers. Additionally, CoxHealth fosters a collaborative and inclusive work environment, promoting work-life balance and employee engagement. Employees have access to wellness programs, employee assistance programs, and various resources aimed at supporting their overall health and job satisfaction.

Equal Opportunity

CoxHealth is an equal opportunity employer committed to fostering an inclusive workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or any other protected status. We believe diversity enriches our organization and enhances our ability to serve our diverse patient community. All qualified candidates are encouraged to apply, and we are committed to providing a fair and equitable hiring process.