IT Help Desk Analyst - Team Lead

Houston Eye Associates•Houston, TX

20h•Hybrid

About The Position

Contributes to the organization by providing support for resolution and requests reported by employees and Physicians. Supports the team by serving as a subject matter expert and point person for day-to-day support for the team. Responsibilities include initial assessment, triage, research, and resolution of complex incidents regarding the use of software products and/or infrastructure components. Support will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems. They will have the ability to analyze existing systems and make proactive recommendations for improvements. Develops, maintains, and implements all systems, applications, and networking configurations.

Requirements

2 years’ experience of desk side or remote support with experience in Windows operating systems and software applications in a business environment
Experience removing spyware/ malware/ adware and viruses
Experience providing remote support for users
Hands on experience with PCs and electronics
Self-motivation to succeed and a proactive attitude

Nice To Haves

Bachelor’s Degree preferred
Specialized technical certifications in Microsoft preferred
Computer Certifications preferred (A+, MCP) preferred

Responsibilities

Resolving incidents in a timely manner to meet the defined Service Level Targets.
Create accurate and clear resolution documentation within the incident ticket
Escalation of incidents as needed
Share incident resolution knowledge by creating process when one does not exist.
Provide remote assistance to staff during high call/ticket volumes
Perform support functions such as peripheral equipment, software installs, configurations, wireless and LAN configuration and resolve access issues, and others as required support
Identify malfunctions with software applications, networks, and hardware. Take appropriate action to resolve issues ensuring data/system integrity.
Ensure on-boarding & off-boarding and asset management processes are followed
Ensure incident ticket quality standards are met to facilitate escalation to tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and changes (RFC)
Assist with trend and root cause analysis
Identify and communicate problem trends found as part of incident resolution
Conduct information sessions aimed to promote end user adoption of technology products and services
Educate customers on problem resolutions to minimize repeat requests and provide timely follow-up
Provides after hours and on-call support as needed
Maintain and protect confidentiality with regard to all aspects of patient care and employee information.
May be assigned targeted projects by the IT Director
Serves as a point person for the team in daily inquiries to problem solve or aid the help desk team members prior to the issue being escalated to the IT Director
Ensure coverage of the Help Desk at all times.
All other duties as assigned.