IT Help Desk Analyst

Overview

Job Details

Location:

Gramercy - HOUSTON, TX 77025. Position Type:
Full Time. Travel Percentage:
Multiple Locations. Job Category:
Admin - Clerical. Address: 2855 Gramercy St. Houston, TX 77025. Some travel to other HEA Satellite offices may be required.

Contributes to the organization by providing support for resolution and requests reported by employees and physicians. Responsibilities include initial assessment, triage, research, and resolution of complex incidents regarding the use of software products and/or infrastructure components. Work may be provided onsite, remotely, over the phone, or via email. The role involves developing solutions for network, desktop, and server problems, analyzing existing systems, and making proactive recommendations for improvements.

Develops, maintains, and implements all systems, applications, and networking configurations.

• 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 processes where none 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 other required support.
• Identify malfunctions with software applications, network, and hardware; take appropriate action to resolve issues ensuring data/system integrity.
• Ensure onboarding & offboarding 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 at promoting end-user adoption of technology products and services.
• Educate customers on problem resolutions to minimize repeat requests and provide timely follow-up.
• Provide after-hours and on-call support as needed.
• Maintain and protect confidentiality with regard to all aspects of patient care and employee information.
• Serve as Project Manager as assigned by Leadership.
• All other duties as assigned.

Requires prolonged sitting, some bending, stooping, and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, copier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Ability to periodically lift up to 25 lbs. Work is performed in an office environment and may be stressful tact may involve dealing with angry or upset people.

Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations. Classified as having no occupational exposure to Bloodborne Pathogens. Exposure to communicable disease.

This position does not have any direct reports.

• Continuing Education including JCAHPO & ABOC
• Holidays & Paid Time Off
• Bereavement Leave
• Superior Benefits Package:
• Medical
• Dental
• 401(K)
• Free Life Insurance & LTD
• Eye Care Benefits & Optical Discounts

M/F/H/V

• Education
  :
  Bachelors Degree preferred
• Certifications & Licenses
  :
  Specialized technical certifications in Microsoft preferred. Computer Certifications preferred (A+, MCP) preferred

• 1 year 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.