HELP DESK ANALYST

Methodist Health System

Dallas (TX)

On-site

USD 50,000 - 65,000

Full time

8 hours ago

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Job summary

Methodist Health System in Dallas seeks a Help Desk Analyst to deliver high-quality IS support to internal and external users. You will respond to calls, emails and on-site requests, document and track issues, and escalate problems for timely resolution.

Requirements include 2+ years IT support in a Client/Server environment, MOS/MCDST/HDI-DST certifications, strong English communication, and availability to work 24/7 across campuses—healthcare experience preferred.

Qualifications

High School Diploma or Equivalent required.
Associate or Bachelor's Degree in Computer Science, Information Systems or related field preferred.
MOS, MCDST, HDI Desktop Support Technician or equivalent certifications.
2+ years of relevant IT support experience in a Client/Server environment with Windows OS experience.
Healthcare Information Services experience preferred.
Strong English communication skills, written and spoken.
Willingness to work 24×7 to support operations.
Travel between campuses may be required.

Responsibilities

Adhere to Help Desk best practices and shift scheduling, including weekends and off-hours if needed.
Develop and maintain methods for distributing Help Desk solutions to users, using collaboration tools.
Maintain Help Desk operator SLA quotas and train new team members.
Maintain accurate trouble ticket entries in the Help Desk system.
Participate in training to address shifting end-user support needs with the End User Tech team.

Skills

Customer service

English communication

Technical troubleshooting

Team collaboration

Education

Associate or Bachelor's Degree in Computer Science or related field

Tools

Microsoft Office

MOS

MCDST

HDI-DST

SharePoint

Job description

Job Description

Job Title: Help Desk Analyst
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.

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

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.

Hours of Work

Monday - Friday
8a - 4:30p

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: