HELP DESK ANALYST

Methodist-Health-System; Dallas (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Methodist Health System is seeking a Help Desk Analyst to deliver quality IS support to internal and external users. You will respond to calls, emails, and requests, document issues, and escalate when needed, ensuring timely resolution while supporting 24x7 operations.

The role requires a strong customer-service mindset, English fluency, and at least 2 years of IT support experience; travel between Dallas campuses may be required.

Qualifications

• 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.
• 2+ years IT support in Client/Server environment with MS Office skills.
• Healthcare information services experience preferred.
• Excellent English communication, both written and verbal.
• Willing to cover 24x7 shifts; travel between campuses may be required.

Responsibilities

• Adhere to Help Desk best practices and shift scheduling; volunteer for other shifts including weekends.
• Develop and maintain methods to distribute Help Desk solutions using collaborative tech like SharePoint/UNIX style tools.
• Maintain Help Desk SLA quotas and train new members; collaborate with other IS groups.
• Maintain highly accurate trouble ticket entries in the Help Desk system.
• Participate in training to address shifting application support needs with End User Tech team.

Skills

Customer service

English communication

Education

High School Diploma

Associate/Bachelor's in CS or IS

Certifications (MOS, MCDST, HDI-DST)

Tools

SharePoint

What’s Up Gold

Unified communications

Job description

Hours of Work :Monday - FridayDays Of Week :8a - 4:30pWork Shift :Job Description :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.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:Great Place to Work Certified 2026-2027Glassdoor’s Best Places to Work 2025 & 2026Glassdoor’s Best Places to Work in Healthcare, Biotech & Pharma 2026TIME’s Best Companies for Future Leaders 2025 & 2026Newsweek’s America’s Most Admired Workplaces 2026Glassdoor’s Best-Led Companies 2025Fortune Best Workplaces in Health Care 2025Military Friendly Gold Employer 2025Becker’s Hospital Review 150 Top Places to Work in Healthcare 2025Newsweek’s Americas Greatest Workplaces 2025