Help Desk Analyst

Methodist Health Systems, Inc.

Dallas, TX, United States

17 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Working hours

Regular working hours

Languages

English

Job source

www.indeed.com

Tech stack

Microsoft Windows Client Server Models Information Systems Issue Tracking Systems Microsoft Office Topdesk Microsoft SharePoint Information Technology

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, * 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.

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

About the company

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, such as a Level I Trauma Center, multi-organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, and orthopedics, among others. Methodist has more than two dozen clinics located throughout the region, renowned teaching programs, innovative research, and a strong commitment to the community. Our reputation as an award-winning employer shows in the distinctions we’ve earned: