IT Customer Support Analyst

About CoxHealth

CoxHealth is a leading healthcare organization committed to delivering high-quality medical services and innovative healthcare solutions. With a strong focus on patient-centered care, CoxHealth has established itself as a trusted provider in the region, emphasizing excellence, compassion, and continuous improvement. The organization employs a diverse team of professionals dedicated to enhancing health outcomes through cutting-edge technology and comprehensive support systems. CoxHealth’s commitment to innovation and community well-being makes it an ideal workplace for individuals seeking to contribute to meaningful healthcare advancements.

About The Role: IT Customer Support Analyst

The IT 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, diagnosing and resolving various technical issues, and offering guidance to improve user experience. The analyst will serve as a primary point of contact for support requests, ensuring that all incidents are documented accurately and resolved efficiently. The role requires a proactive approach to troubleshooting, excellent communication skills, and a customer-focused mindset to support the organization’s commitment to delivering exceptional healthcare services through reliable technology infrastructure.

Qualifications

• Preferred candidates will possess an Associate's degree in Computer Science, Information Technology, or a related field.
• A minimum of one year of experience in IT customer support, particularly in end-user support and troubleshooting, is preferred.
• Candidates should have a basic understanding of commonly used operating systems such as Windows and macOS, along with familiarity with standard software applications.
• Strong communication skills, empathy, patience, and the ability to explain technical concepts clearly are essential.
• Candidates should also demonstrate the ability to diagnose and resolve simple technical issues, including password resets and basic software troubleshooting.
• No specific licensure or certification is required for this role.

Responsibilities

• Provide technical support to end-users via phone, email, or in-person interactions, ensuring timely resolution of issues.
• Diagnose and troubleshoot common technical problems related to operating systems, software applications, and hardware components.
• Assist users with password resets, software installations, and basic configurations.
• Document all support requests and solutions accurately in the ticketing system for future reference and reporting.
• Maintain up-to-date knowledge of IT systems and organizational policies to provide effective support.
• Collaborate with IT team members to escalate complex issues and ensure prompt resolution.
• Contribute to the development of user guides and training materials to enhance end-user knowledge and self-sufficiency.
• Participate in ongoing training and professional development to stay current with emerging technologies and support best practices.

Benefits

CoxHealth offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. Benefits include competitive health insurance options, dental and vision coverage, retirement plans, paid time off, and opportunities for career advancement. The organization also provides ongoing training and development programs, a supportive work environment, and resources to promote work-life balance. Employees are encouraged to grow within the organization and contribute to a collaborative and innovative workplace culture.

Equal Opportunity

CoxHealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other protected status in accordance with applicable laws and regulations.

Key skills/competency

• IT support
• Technical assistance
• Troubleshooting
• End-user support
• Customer service
• Operating systems
• Software applications
• Ticketing systems
• Communication skills
• Problem-solving