IT Customer Support Analyst

About The Company

CoxHealth is a leading healthcare organization committed to delivering exceptional patient care through innovative medical practices and advanced technology solutions. With a focus on community health and wellness, CoxHealth strives to provide comprehensive healthcare services across various specialties. The organization values integrity, collaboration, and continuous improvement, fostering a supportive environment for both patients and employees. As a pioneer in healthcare technology integration, CoxHealth remains dedicated to leveraging cutting-edge IT systems to enhance service delivery and operational efficiency.

About The Role

The Information Technology Customer Support Analyst at CoxHealth plays a vital role in ensuring the seamless operation of IT systems and applications used across the organization. This position involves providing technical assistance to end-users, diagnosing and resolving hardware and software issues, and offering guidance to optimize system usage. The analyst will serve as a primary point of contact for IT support requests, aiming to resolve issues promptly while maintaining high levels of customer satisfaction. Additionally, the role requires thorough documentation of support activities, incident management, and collaboration with higher-level support teams when necessary. The ideal candidate will possess a strong technical background, excellent communication skills, and a customer-centric approach to problem-solving.

Qualifications

Education Preferred: Associates degree in Computer Science, Information Technology, or a related field.

Experience Required: Minimum of 2 years in IT customer support or a related environment, with a focus on end-user support and troubleshooting. Alternatively, candidates with an Associates degree and relevant experience will also be considered.

Skills

• Proficiency in a broad range of technologies, including networking, hardware, and advanced software applications.
• Strong analytical skills to diagnose and resolve complex technical issues involving multiple systems.
• Exceptional customer service skills with the ability to build and maintain positive relationships with end-users.
• Knowledge of escalation procedures and the ability to provide comprehensive information for effective issue resolution.

Licensure/Certification/Registration: Not applicable.

Responsibilities

• Provide technical support to end-users via phone, email, or in-person, ensuring timely resolution of IT-related issues.
• Diagnose hardware and software problems, troubleshoot network connectivity issues, and implement appropriate solutions.
• Assist users with system navigation, software applications, and hardware configurations to maximize productivity.
• Document all support requests accurately in the ticketing system, including issue details, resolution steps, and follow-up actions.
• Escalate complex or unresolved issues to higher-level support teams with detailed documentation to facilitate prompt resolution.
• Maintain up-to-date knowledge of current IT systems, software updates, and emerging technologies relevant to the organization.
• Participate in training sessions and team meetings to improve support processes and technical skills.
• Contribute to the development of user guides, FAQs, and other documentation to assist end-users in troubleshooting common issues.
• Ensure compliance with organizational policies and security protocols during all support activities.

Benefits

CoxHealth offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. Benefits include competitive health, dental, and vision insurance plans, retirement savings options, paid time off, and wellness programs. The organization also provides opportunities for ongoing training and development, fostering a culture of continuous learning. Employees enjoy a collaborative work environment with access to state-of-the-art technology and resources. CoxHealth values work-life balance and strives to create a supportive atmosphere where employees can thrive both personally and professionally.

Equal Opportunity

CoxHealth is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, ethnicity, gender, age, disability, sexual orientation, or any other protected status. All qualified applicants will receive consideration for employment without regard to any protected characteristic. We believe that a diverse workforce enhances our ability to serve our community effectively and innovatively.