HELP DESK ANALYST

Methodist Health System is seeking a Help Desk Analyst to deliver dependable IS-related technical support to internal and external end users. In this onsite Dallas, TX role, you will manage incoming support requests, keep trouble tickets accurate, and work through technical issues across integrated platforms to support timely resolution and strong customer satisfaction.

What You’ll Do

• Follow Help Desk best practices and support shift coverage, including volunteering to cover other shifts and meeting weekend and off-hours needs, including operator coverage when required
• Create and maintain new, effective ways to distribute Help Desk solutions to the user population while targeting high satisfaction customer service, including use of collaborative technology such as SharePoint, unified communications, and What’s Up Gold
• Maintain Help Desk operator performance SLA quotas, train new Help Desk members, and bring them up to date
• Collaborate with other IS groups on ad hoc group requests
• Maintain highly accurate trouble ticket entries in the Help Desk software system
• Participate in training programs as application support needs change, including teaming with the End User Tech group for rounding and departmental support

Support and Resolution Responsibilities

• Provide timely, quality IS-related technical support to all MHS/MHC internal and external end users with a focus on customer satisfaction
• Respond to technical support requests received by telephone, email, and in-person requests
• Document, track, and monitor issues to ensure timely resolution
• Identify, research, resolve, and/or escalate technical problems
• Apply developed skills to perform problem resolution across integrated platforms, systems, processes, and departments
• Report to a supervisor or manager
• Support the Mission, Vision, Values, and Strategic Goals of Methodist Health System

Required and Preferred Qualifications

• High School Diploma or Equivalent required
• 2+ years of relevant business support and/or information technology support experience in a Client/Server operations environment, including demonstrated Microsoft Office Suite skills
• 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
• Preference 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, written and verbally, with technical and non-technical users
• Maturing analytical ability to find solutions for increasingly difficult technical or administrative problems
• Customer service oriented with demonstrated service recovery skills
• Ability to work any hours to support 24 x 7 operations
• Availability to travel between campuses

Technologies

• Microsoft Office Suite
• Microsoft Office Specialist (MOS)
• Microsoft Certified Desktop Support Technician (MCDST)
• HDI Desktop Support Technician
• Support Center Analyst (HDI-DST)
• SharePoint
• Unified communications
• What’s Up Gold
• Windows Operating Systems

Schedule

Days of week: Sunday - Wednesday

Hours of work: 9p - 7:30a