HELP DESK ANALYST

Methodist Health System; Dallas (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Methodist Mansfield Medical Center in Dallas is seeking a Help Desk Analyst to provide frontline IS support for internal and external users. You will respond to calls and emails, document issues, and ensure timely resolution while adhering to SLA targets.

The role requires a high school diploma or equivalent, and prefers an associate or bachelor's in CS/IS. Strong English communication, customer service mindset, and willingness to cover a 24x7 schedule are essential.

Qualifications

• High School Diploma or Equivalent required.
• Associate or Bachelor's degree in Computer Science or Information Systems preferred.
• Related technical school or military experience accepted.
• MOS, MCDST, HDI DST or equivalent certifications preferred.
• 2+ years of IT support in a Client/Server environment with Microsoft Office experience.
• Healthcare Information Services experience preferred.
• Strong English communication, written and verbal.
• Willingness to cover 24×7 shifts and travel between campuses.

Responsibilities

• Respond to calls, emails, and personal requests for technical support.
• Document, track, and monitor issues to ensure timely resolution.
• Identify, research, resolve and/or escalate technical problems.
• Adhere to Help Desk best practices and shift scheduling.
• Develop and maintain methods for distributing Help Desk solutions to users.
• Maintain accurate trouble ticket entries and collaborate with IS teams.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Team collaboration

Multi-site support

Education

High School Diploma or Equivalent

Associate or Bachelor's Degree in Computer Science / Information Systems

Tools

SharePoint

Unified communications

Whats Up Gold

Job description

## HELP DESK ANALYSTApply: Dallas, Texas: Full time: Posted Today: JR1000039796**Hours of Work :**9p - 730a**Days Of Week :**Sunday - Wednesday**Work 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 SystemYour 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 campusesYour 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: