Help Desk Analyst

Job Description

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.

• 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+ 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.
• Mature 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.

• Adhere to Help Desk best practices and shift scheduling, including volunteering to cover other shifts, operators, 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 using collaborative technology (e.g., SharePoint, unified communications, What's Up Gold, etc.).
• Maintain Help Desk operator performance SLA quotas; train new members and bring them up to date; collaborate with other IS groups on ad hoc 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, including participation with the End User Tech team for rounding and departmental support.

9:30 am – 6 pm

Monday – Friday

Methodist Health System is a faith‑based organization dedicated to improving and saving lives through compassionate, quality healthcare. With a network of 12 hospitals and numerous clinics, it has been a trusted choice for health and wellness for nearly a century. The system is recognized nationally for its Level I Trauma Center, multi‑organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, orthopedic services, and more.

Methodist is an award‑winning employer, holding distinctions such as Great Place to Work Certified 2026‑2027, Glassdoor’s Best Places to Work 2025 & 2026, TIME’s Best Companies for Future Leaders 2025 & 2026, Newsweek’s America’s Most Admired Workplaces 2026, Fortune’s Best Workplaces in Health Care 2025, Military Friendly Gold Employer 2025, Becker’s Hospital Review Top 150 Places to Work in Healthcare 2025, and Newsweek’s Americas Greatest Workplaces 2025.