IT Customer Support Analyst

About The Company

CoxHealth is a leading healthcare organization dedicated to providing comprehensive medical services to the communities it serves. Committed to innovation, quality care, and patient-centered services, CoxHealth continually strives to enhance healthcare delivery through advanced technology and dedicated professionals. The organization values teamwork, integrity, and excellence, fostering a supportive environment where employees can grow and make a meaningful impact on patient outcomes and community health.

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 across the organization. This position involves providing technical assistance to end-users, troubleshooting hardware and software issues, and offering guidance to optimize technology use. The analyst will serve as a frontline support resource, diagnosing problems, escalating complex issues when necessary, and maintaining detailed records of support requests. The role requires a proactive approach to problem-solving, excellent communication skills, and a commitment to delivering exceptional customer service. The ideal candidate will possess a strong technical background, with the ability to manage multiple priorities effectively and contribute to a positive user experience within a dynamic healthcare environment.

Qualifications

Educational requirements include an Associates degree in Computer Science, Information Technology, or a related field. Candidates should have at least 2 years of experience in IT customer support or a similar role, with a focus on end-user support and troubleshooting. Proficiency in a broad range of technologies—including networking, hardware, and advanced software—is essential. The ability to analyze and resolve complex technical issues that may involve multiple systems is highly valued. Strong interpersonal skills are necessary to build and maintain positive relationships with end-users, providing exceptional service and support. Candidates should also demonstrate the ability to recognize when issues need escalation and to provide comprehensive information to facilitate effective resolution. Certification in relevant IT areas is a plus but not required.

Responsibilities

• Provide technical support to end-users for hardware, software, and network-related issues, ensuring timely resolution of problems.
• Diagnose and troubleshoot technical issues across a variety of systems, escalating complex problems to higher-level support teams when necessary.
• Document all support requests accurately and maintain detailed records of incidents, resolutions, and follow-up actions.
• Assist users with onboarding, training, and guidance on using various IT systems and applications effectively.
• Participate in ongoing training and development to stay current with new technologies and support best practices.
• Collaborate with other IT team members to improve support processes and enhance service delivery.
• Maintain a positive and professional attitude when interacting with end-users, ensuring a high level of customer satisfaction.
• Contribute to the development and documentation of support procedures and troubleshooting guides.

Benefits

CoxHealth offers a comprehensive benefits package designed to support the health, well-being, and professional growth of its employees. Benefits include competitive health insurance plans, dental and vision coverage, retirement savings plans, paid time off, and wellness programs. The organization promotes work-life balance and provides opportunities for continuous learning and career advancement. Employees also have access to various resources and support systems to foster a positive and productive work environment.

Equal Opportunity

CoxHealth is an equal opportunity employer committed to fostering an inclusive workplace. We value diversity and are dedicated to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, disability, or any other protected characteristic. We believe that a diverse workforce enhances our ability to serve our community effectively and innovatively.