Help Desk Analyst
About the role
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. Supports the Mission, Vision, Values and Strategic Goals of Methodist Health System.
Responsibilities
- Adhere to Help Desk best practices and to shift scheduling, including volunteering to cover other shifts 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
- Maintain Help Desk operator performance SLA quotas, including training new members to the Help Desk and bringing them up to date
- 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, including participation with the End User Tech team for rounding and departmental support
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
- 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
Qualifications
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.
About the organization
Methodist Health System is a faith-based organization with a mission to improve and save lives through compassionate, quality healthcare. For nearly a century, Dallas-based Methodist Health System has been a trusted choice for health and wellness. Named one of the fastest-growing health systems in America by Modern Healthcare, Methodist has a network of 12 hospitals (through ownership and affiliation) with nationally recognized medical services.
Our reputation as an award-winning employer shows in the distinctions we’ve earned: Great Place to Work Certified 2026-2027, Glassdoor’s Best Places to Work 2025 & 2026, Glassdoor’s Best Places to Work in Healthcare, Biotech & Pharma 2026, TIME’s Best Companies for Future Leaders 2025 & 2026, Newsweek’s America’s Most Admired Workplaces 2026, Glassdoor’s Best-Led Companies 2025, Fortune Best Workplaces in Health Care 2025, Military Friendly Gold Employer 2025, Becker’s Hospital Review 150 Top Places to Work in Healthcare 2025, Newsweek’s Americas Greatest Workplaces 2025
Schedule
Hours of Work: 11a - 930p, Days Of Week: Wednesday - Saturday