HELP DESK ANALYST

Your Job

The Help Desk Analyst provides quality IS related technical support with a high degree of customer satisfaction in a timely manner to all MHS/MHC internal and external end users. Responds to telephone calls, emails and personal requests for technical support. Documents, tracks, and monitors issues to ensure a timely resolution. Identifies, researches resolves and/or escalates technical problems. Applies learned skills to perform problem resolution across integrated platforms, systems, processes and departments. Reports to a supervisor or manager. Supports the Mission, Vision, Values and Strategic Goals of Methodist Health System.

Your Job Requirements

• High School Diploma or Equivalent required. Associate or Bachelor's Degree in Computer Science, Information Systems or related field preferred. Related technical school or military experience accepted.
• Microsoft Office Specialist (MOS), Microsoft Certified Desktop Support Technician (MCDST), HDI Desktop Support Technician or Support Center Analyst (HDI-DST) or equivalent certifications.
• 2 plus years of relevant business support and/or information technology support experience in a Client/Server operations environment with demonstrated skills in the Microsoft Office Suite.
• Preference will be given for experience in a multi-site operation supporting a current Windows Operating Systems' environment.
• Previous experience in Healthcare Information Services preferred.
• Ability to effectively communicate in English, both written and verbally, with technical and non-technical users.
• Maturing level of analytical ability to find solutions to increasingly difficult technical or administrative problems.
• Customer service oriented with demonstrated skills in service recovery.
• Ability to work any hours to support 24 × 7 operations.
• Availability to travel between campuses.

Your Job Responsibilities

• Adhere to Help Desk best practices and to shift scheduling. This includes volunteering to cover other shifts including operators and for weekends and off-hours needs.
• Develop and maintain new and creative methods for distributing Help Desk solutions to the user population striving for a high satisfaction level of customer service. This includes the utilization of collaborative technology (e.g., SharePoint, unified communications, What's Up Gold, etc.).
• Maintain Help Desk operator performance SLA quotas. This includes training new members to the Help Desk and bringing them up to date. Additionally, this includes, working collaboratively with other IS groups in ad hoc group requests.
• Maintain highly accurate trouble ticket entries in the Help Desk software system.
• Participate in training programs to address the shifting application support needs of the help desk. This includes participation with the End User Tech team for rounding and departmental support.