IT Help Desk Analyst

DescriptionLOCATION: 2855 Gramercy St. Houston, TX 77025 Some travel to other HEA Satellite offices may be required.Position SummaryContributes to the organization by providing support for resolution and requests reported by employees and Physicians. Responsibilities include initial assessment, triage, research, and resolution of complex incidents regarding the use of software products and/or infrastructure components. will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems. They will have the ability to analyze existing systems and make proactive recommendations for improvements. Develops, maintains, and implements all systems, applications, and networking configurationsEssential Duties & ResponsibilitiesResolving incidents in a timely manner to meet the defined Service Level Targets.Create accurate and clear resolution documentation within the incident ticketEscalation of incidents as neededShare incident resolution knowledge by creating process when one does not exist.Provide remote assistance to staff during high call/ticket volumesPerform support functions such as peripheral equipment, software installs, configurations, wireless and LAN configuration and resolve access issues, and others as required supportIdentify malfunctions with software applications, network and hardware take appropriate action to resolve issues ensuring data/system integrityEnsure on-boarding & off-boarding and asset management processes are followedEnsure incident ticket quality standards are met to facilitate escalation to tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and changes (RFC)Assist with trend and root cause analysisIdentify and communicate problem trends found as part of incident resolutionConduct information sessions aimed to promote end user adoption of technology products and servicesEducate customers on problem resolutions to minimize repeat requests and provide timely follow-upProvides after hours and on-call support as neededMaintain and protect confidentiality with regard to all aspects of patient care and employee informationServe as Project Manager as assigned by LeadershipAll other duties as assigned.PHYSICAL DEMANDS/WORK ENVIRONMENTRequires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Ability to periodically lift up to 25 lbs. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.Classified as having no occupational exposure to Bloodborne Pathogens.Exposure to communicable diseaseSupervisory ResponsibilitiesThis position does not have any direct reports.We Proudly Offer Continuing Education including JCAHPO & ABOCHolidays & Paid Time OffBereavement LeaveSuperior Benefits Package:MedicalDental401(K)Free Life Insurance & LTDEye Care Benefits & Optical DiscountsEqual Opportunity Employer M/F/H/VQualificationsCOMPETENCIESEDUCATION Bachelors Degree preferredCERTIFICATIONS & LICENSES Specialized technical certifications in Microsoft preferredComputer Certifications preferred (A+, MCP) preferredExperience1 years experience of desk side or remote support with experience in Windows operating systems and software applications in a business environmentExperience removing spyware/ malware/ adware and virusesExperience providing remote support for usersHands on experience with PCs and electronicsSelf-motivation to succeed and a proactive attitude