IT Service Desk Analyst

At Houston Methodist, the IT Service Desk Analyst position is responsible for responding professionally and compassionately to internal and external customers with IT needs via phone, email and other electronic means for technical issues with software, hardware, access requests and IT functionality which includes provisioning accounts for various software applications, network, shared drives and remote access. This position troubleshoots telecommunication and network connectivity issues, as well as desktop problems and troubleshoots electronic health records software and imaging software. The IT Service Desk Analyst position escalates issues appropriately when unable to resolve.

Requirements:

Qualifications:

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

LICENSES AND CERTIFICATIONS - PREFERRED

• Information Technology Infrastructure Library (ITIL) -- v3 or higher AND
• CompTIA A+ Certification AND
• HDI - Help Desk Institute

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Working knowledge of LAN/Wan networks, Citrix, VPN, Active Directory preferred

• Ability to deescalate issues and resolve complaints with positive outcomes

• Ability to type 35 words a minute

• Ability to learn and apply new or modified processes, program or procedures.

• Ability to multitask, handlines phone conversation with customers while entering data in realtime, using multiple applications and display screens.

• Ability to create written responses that are clear and understandable to customers.

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Company Profile:

Houston Methodist is one of the nation’s leading health systems and academic medical centers. Houston Methodist consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston area. Houston Methodist also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.

Houston Methodist is an Equal Opportunity Employer.