Microsoft Office Specialist (mos) Support Jobs

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1d ago

HELP DESK ANALYST

Methodist Health System Dallas, TX

Dallas, TX

1d ago

Full time Computer Skills Customer Support End User Support

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Job Description

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

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