User Experience and Support Specialist I in Information Technology (Helpdesk)

UTHealth Houston is seeking an entry-level User Experience and Support Specialist I in Information Technology (Helpdesk) to serve as the first line of IT support for enterprise users. In this onsite role in Houston, you will act as the initial single point of contact, handle incoming requests, and provide level 1 assistance while routing escalations to the right teams when needed.

What you’ll do

• Serve as the initial single-point-of-contact for requests for IT services and support.
• Provide first-level support solutions and determine incident escalation across UTHealth Enterprise systems, Clinical Applications, Data Center Operations, Communication Technology, and the User Experience and Support teams.
• Follow IT Core Values while delivering and completing assigned duties.
• Answer calls with prompt, courteous, and professional service to maintain call abandon rates within defined targets.
• Maintain a logged-in and call-ready status for the specified percentage of time determined for the Service Desk.
• Evaluate, document, and process incident and service requests received by telephone, email, and the ITSM user portal.
• Review user-submitted requests to gather additional information needed for resolution by 2nd and 3rd tier support teams.
• Provide level 1 technical support, including account unlocks and password resets for Enterprise and Clinical applications, while resolving a targeted portion of incidents.
• Resolve incidents and service requests within a specified timeframe, and reassign to appropriate Support Center staff if resolution cannot be completed in time.
• Log and track incidents and service requests using the current ITSM solution.
• Use ServiceNow to support service catalog access, knowledge article usage, and incident submission.
• Provide general information related to IT application systems and services.
• Maintain and keep current the departmental procedures manual.
• Complete other duties as assigned.

Required skills and qualifications

• High School Diploma or equivalent (required)
• 1 year of related experience (required)
• HDI Support Center Analyst (HDI-SCA) (preferred)
• Two (2) years of college computer-related courses (preferred)

Tools and systems

• ServiceNow
• ITSM user portal
• ITSM

Security and residency requirements

• This is a security-sensitive position pursuant to Texas Education Code §51.215 and Texas Government Code §411.094.
• Employees must permanently reside and work in the State of Texas.

Physical requirements

• May exert up to 50 pounds of force occasionally, up to 20 pounds frequently, and up to 10 pounds constantly to move objects.

Benefits

• 100% paid medical premiums for full-time employees
• Generous time off including holidays, preventative leave day, vacation, and sick time (equating to around 37-38 days per year)
• Longevity pay (monthly payments after two years of service)
• Retirement/pension plan
• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Additional employee discounts, including entertainment, car rentals, and cell phones
• Resources for child and elder care