Job Description

Service Desk Analyst I

Business Office · Information Technology
Plantation, FL
Health Care
Full Time, After-Hours
Weekly Schedule: Tuesday - Saturday9:00pm - 6:00am
Bilingual: Preferred
Bilingual Type: Spanish
Posted 06/29/2018
Req # 1772
  • PRIMARY FUNCTION
    • This position is responsible for providing Tier I level application support in e-Medsys PM and EHR while working as part of a team in a Service Desk environment.
  • ESSENTIAL FUNCTIONS OF THE JOB
    • This list may not include all of the duties that may be assigned.

    • Act as a single point of contact for phone calls and emails from staff regarding IT issues and inquiries
    • Receiving, logging and managing calls from internal staff, patients and business partners via telephone and email
    • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
    • Uses the appropriate Service Desk applications categories for logging incidents and requests.
    • Escalate unresolved calls per established protocols
    • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
    • Take ownership of problems and follow up the status on behalf of the user and communicate progress in a timely manner
    • Publish support documentation to assist staff with requests for information & provide instruction on system use if required
    • Active Directory administration - manage user accounts, provisioning/de-provisioning process
    • Basic Exchange Server administration - creating mailboxes, distribution groups etc
    • Manage daily administrative task (run reports, cancel appointments)
    • Identify and escalate situations requiring urgent attention
    • Provide expert application support to end users for XPM and e-Medsys EHR applications
    • Provide application support for the enterprise as it relates to the IT Service portfolio, including desktops, application and infrastructure services
    • Communicate efficiently, accurately and professionally both verbally and in writing
  • PERFORMANCE REQUIREMENTS
    • Education:
      • A.S. in Computer Science or minimum of 5 years in related field w/current Microsoft and Service Desk certifications

    • Licensure:
      • Minimum Microsoft certification of MTA required (98-365, 98-366 and 98-367)

        TriMed e-Medsys EHR Trainer 1 required

        TriMed e-Medsys Practice Management Trainer 1 required


    • Knowledge, Skills & Abilities:
      • Required technical knowledge:

        * Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology

        * Demonstrated ability to learn customer support processes and techniques

        * Strong analytical skills

        * Ability to solve problems independently

        * Able to start, shut down and restart computers, terminals and printers

        * Basic IP networking troubleshooting

        * Able to use the major functions of Windows 7, including Control Panel, Display settings and Printer settings

        * Able to read, manage and create technical documentation

        * Able to use ticket tracking software, remote management software and the telephone to provide technical support

        Other requirements:

        * Must be able to communicate in English clearly and professionally both verbally and in writing


    • Experience:
      • Required experience:

        * Minimum of 3 years of practical use of Active Directory Users and Computers

        * Minimum of 3 years track record of providing excellent tech support in Healthcare

        * Minimum of 3 years of practical use of Avaya and Nortel phone systems

        * Minimum of 3 years of practical use of Internet explorer 9/10/11/Edge, Microsoft Office Suite 2010/2013 and Windows 7/10

        Preferred experience:

        * Microsoft Office product support and training including Outlook, Access, Excel

        * Windows administration, active directory, group policy troubleshooting

        * Desktop support following ITIL framework

        * Strong time management skills

COMPANY OVERVIEW: Founded in 1955, Pediatric Associates is one of the oldest and most respected pediatric practices in the United States. Pediatric Associates opened its first office in Hollywood, Florida. The Company was one of the first medical groups to introduce satellite office locations in consumer retail locations. They were also one of the first pediatric groups to embrace managed care in the 1970s, collaborating with insurance plans as healthcare partners with the common interest of providing South Florida's children with the best healthcare available. Today, Pediatric Associates is a national leader in pediatric population health management with over 200,000 patients under global risk. Keeping abreast of medical advances and changing lifestyles, Pediatric Associate’s modern facilities offer comprehensive services, including X-ray and state certified laboratories. The Company currently has 33 neighborhood locations, which are staffed by more than 200 employed providers who proudly serve families throughout Miami-Dade, Broward, Palm Beach, St. Lucie, counties, including Tampa and Jacksonville. Pediatric Associates will continue to bring the best possible healthcare service to its patients well into the 21st Century. Ease of access, prompt courteous service and responsiveness to our patients' concerns will always be their primary goal. Pediatric Associates has continued to thrive and today is recognized as one of the premier general pediatric and population health management practices in the United States.

Application Instructions

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