Help Desk Analyst

Methodist Health System • Dallas, TX

2d

About The Position

The Help Desk Analyst provides timely, high-quality information systems technical support to internal and external end users, with a focus on customer satisfaction. The analyst responds to support requests by telephone, email, and in person; documents, tracks, and monitors issues; and identifies, researches, resolves, or escalates technical problems. The role applies learned skills to troubleshoot across integrated platforms, systems, processes, and departments. It reports to a supervisor or manager and supports Methodist Health System’s mission, vision, values, and strategic goals.

The position works 9 p.m. to 7:30 a.m., Sunday through Wednesday, and supports a 24×7 operation. The analyst may need to cover other shifts, weekends, and off-hours, and must be available to travel between campuses. Methodist Health System is a faith-based healthcare organization based in Dallas, with a network of hospitals, clinics, teaching programs, and research activities.

Requirements

• High school diploma or equivalent.
• Microsoft Office Specialist (MOS), Microsoft Certified Desktop Support Technician (MCDST), HDI Desktop Support Technician or Support Center Analyst (HDI-DST), or equivalent certification.
• At least 2 years of relevant business support and/or information technology support experience in a client/server operations environment, with demonstrated Microsoft Office Suite skills.
• Ability to communicate effectively in English, both verbally and in writing, with technical and non-technical users.
• Analytical ability to find solutions to increasingly difficult technical or administrative problems.
• Customer-service orientation and demonstrated service-recovery skills.
• Ability to work hours needed to support 24×7 operations.
• Availability to travel between campuses.

Nice To Haves

• Associate or bachelor's degree in Computer Science, Information Systems, or a related field.
• Related technical school or military experience is accepted.
• Experience in a multi-site operation supporting a current Windows operating systems environment.
• Previous experience in Healthcare Information Services.

Responsibilities

• Adhere to Help Desk best practices and shift scheduling, including volunteering to cover other shifts and operator duties for weekend and off-hours needs.
• Develop and maintain creative ways to distribute Help Desk solutions to users and support high customer satisfaction, including use of collaborative technologies such as SharePoint, unified communications, and What's Up Gold.
• Maintain Help Desk operator performance SLA quotas; train new Help Desk members and bring them up to date.
• Collaborate with other information systems groups on ad hoc requests.
• Maintain highly accurate trouble-ticket entries in the Help Desk software system.
• Participate in training to address changing application-support needs, including rounding and departmental support with the End User Tech team.
• Respond to telephone, email, and in-person requests for technical support.
• Document, track, and monitor support issues to ensure timely resolution; identify, research, resolve, or escalate technical problems.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED